Interestingly, given the generally low satisfaction ratings, two-thirds say that they are most likely to upgrade their existing software rather than change to a new product at the next decision point. This seeming contradiction may stem from a belief that the leading AMS products have similar features and capabilities (54% agree, 22% disagree), coupled with a desire to avoid the anticipated disruption and cost associated with migrating to a new product. Associations who upgraded their AMS product in the past three years cited cost and disruption as a major reason they did not consider moving to a new product.

Another contributor may be a lack of knowledge about other options. Although they believe the major products are similar, significant proportions of these association contacts report having little or no knowledge about major competing products. More than half of non-customers report that they have no knowledge about three out of the five leading AMS products in this market. For most this means that they know little or nothing about three of the four primary alternatives to their current AMS solution.

This is particularly important given how frequently these systems are upgraded or replaced. On average, these association expect to install a new AMS product or implement a major upgrade of their existing product every five years. More than half expect to go through this process in the next 2-3 years.

Given the resources these associations expend to acquire, implement, and support their AMS products, the low satisfaction ratings and lack of awareness of alternatives should be of concern to both association executives and the AMS companies.