In Search of ROI
Users' personal reactions, positive or negative, ultimately impact the bottom line and help drive the business decision of whether to roll out Vista across an organization.
It's all about basic cost-benefit analysis, says Gartner's Silver. In most businesses, Vista offers few compelling advantages for users while introducing challenges. The cost of change is too high for the perceived benefit. For example, users often complain about Vista's constant nagging about possible system threats, about applications that no longer run, or about files that appear to be "lost" because they've been moved to new places by the OS, Silver said.
"It's really hard to convince someone to go to a product that's not quite as stable or as capable as what they're already using," Silver noted -- and so they get frustrated and angry. While IT managers and analysts appreciate some under-the-hood changes in Vista, these improvements don't have an immediate, obvious benefit for users. "Vista's benefits are not about the users," concurred Collegiate Housing Services' Evans.
Upgrades from Microsoft's past have also colored expectations, Silver said. Users tend to remember the straightforward transition from Windows 2000 to XP, even though technically it was a "minor" upgrade, he said. (Silver also noted that until XP Service Pack 2, XP had its own share of compatibility and security flaws that annoyed users, something that most forgot with SP2's release.)
And while the path from Windows 95 and 98 to Windows XP was rockier, the benefits were clear enough at each stage for most customers to make the upgrade investment gladly, Silver said.
"Why shoot yourself in the foot twice? Windows 7 will be out next year; I'll wait till then," said one InfoWorld reader. If Windows 7 arrives sooner rather than later -- or if a miraculous Vista service pack addresses all the major objections in one swoop -- then the uproar over upgrading to Vista will quickly fade into the hazy past of other Windows upgrade snafus.
This story, "Why Users Hate Vista" was originally published by InfoWorld.