Mistakes AEC Firms Make When Choosing Feedback Software

Every architecture, engineering, and construction (AEC) firm wants to serve clients better. They want clear communication, early issue detection, and long-term partnerships that lead to repeat work. But delivering on those goals is not always about effort. Often, it comes down to the tools your teams are asked to use every day.

Choosing feedback software for AEC firms can feel deceptively simple. The promise is better insight, stronger relationships, and fewer surprises. The reality, however, is that many firms end up with systems that are hard to integrate, difficult to use, and quietly abandoned by the very teams they were meant to support.

In fact, nearly 70% of AEC firms report integration challenges when adopting new software, and roughly 65% of users rank ease of use as critical when selecting new technology. This is why understanding the mistakes AEC firms make when choosing feedback software matters. While the right system strengthens communication and trust, the wrong one creates friction, frustration, and wasted investment.

In this guide, we’ll walk through the nine common challenges, explain why they matter, and discuss how to choose feedback tools for architects & engineers.

Mistake #1: Not Defining Clear Objectives

Many AEC firms start evaluating feedback software by looking at features or pricing first, without a clear understanding of what insights or outcomes they actually need. This often leads to wasted time and misaligned expectations.

Why it’s essential to define goals

You can’t pick the right feedback software for AEC firms if you don’t know what problem you’re solving. Too often, firms start searching for a tool before they define what success looks like.

For example:

• Are you trying to understand client sentiment trends over time?
• Are you trying to reduce risk by catching issues early in project phases? 
• Do you want feedback tied to specific milestones or teams? 

Each of these goals points to very different capabilities.

If you cannot answer these, a vendor will define value for you. That sets you up to buy features you do not need and ignore the ones you do.

How the lack of objectives leads to misalignment

When you launch a software evaluation without clear objectives, teams interpret value differently. For instance:

• Your client experience leader might want deep analytics 
• Project managers want simple pulse surveys at key milestones
• IT might want to focus first on security and access controls
• The finance team might prioritize cost transparency and predictable budgeting

This difference in purpose creates confusion and slows down decisions.

In fact, nearly one-third of firms (30%) say a lack of training or skills inhibits the adoption of digital tools. These challenges become even harder to overcome when goals are not clear from the start.

When teams do not know why they need a tool or what success should look like, everyone ends up working in different directions. This leads to decisions based on assumptions rather than shared goals, and to a tool that does not fully meet anyone’s needs.

Mistake #2: Ignoring User-Friendliness

If your team struggles to use a tool, it does not matter how powerful it is. Software that feels confusing or clunky for project managers, engineers, or other stakeholders quickly becomes a source of frustration.

Even the best features cannot make up for low adoption, leaving your investment underused.

The impact of complex software on adoption

Your teams already switch between design tools, BIM workflows, project planning apps, and field platforms. Adding another tool that feels unintuitive will slow them down and reduce participation. 

Poor usability remains a leading barrier to adoption. A recent study found that 70% of software projects fail because users find the interface difficult to work with, and many people stop using tools after just one frustrating experience. Good usability increases the chance that people will use a system regularly and with confidence.

If it takes training hours to launch a survey or interpret results, your people will default to email threads or informal conversations, and you’ll lose visibility into key opportunities and risks.

How usability affects workflow efficiency

Easy-to-use tools reduce friction and increase consistency. When feedback becomes part of how teams operate, they collect more data, surface issues earlier, and track outcomes more reliably. 

That, in turn, strengthens trust with clients and teams alike.

Mistake #3: Underestimating Data Security

Security is one of the most important factors when choosing feedback software for AEC firms today. Data breaches remain common and costly. 

In 2025, the average cost of a data breach globally reached about $4.44 million, and nearly 88% of organizations reported at least one cybersecurity incident in the past year. These numbers show that even trusted software tools can become entry points for serious attacks if security is not a top priority.

The impact of complex software on adoption

Your teams already switch between design tools, BIM workflows, project planning apps, and field platforms. Adding another tool that feels unintuitive will slow them down and reduce participation. 

Poor usability remains a leading barrier to adoption. A recent study found that 70% of software projects fail because users find the interface difficult to work with, and many people stop using tools after just one frustrating experience. Good usability increases the chance that people will use a system regularly and with confidence.

If it takes training hours to launch a survey or interpret results, your people will default to email threads or informal conversations, and you’ll lose visibility into key opportunities and risks.

How usability affects workflow efficiency

Easy-to-use tools reduce friction and increase consistency. When feedback becomes part of how teams operate, they collect more data, surface issues earlier, and track outcomes more reliably. 

That, in turn, strengthens trust with clients and teams alike.

Mistake #3: Underestimating Data Security

Security is one of the most important factors when choosing feedback software for AEC firms today. Data breaches remain common and costly. 

In 2025, the average cost of a data breach globally reached about $4.44 million, and nearly 88% of organizations reported at least one cybersecurity incident in the past year. These numbers show that even trusted software tools can become entry points for serious attacks if security is not a top priority. 

Why data privacy is critical for AEC firms

Your firm handles sensitive project data, contractual details, and client information. Any feedback system must protect that data and comply with privacy regulations and internal policies. A breach or insecure tool can damage a client's reputation and trust overnight.

When security is integrated from the start, teams can use the system confidently, knowing their data and clients are protected.

Legal implications of data breaches in AEC projects

A data breach can lead to contract penalties, lost business, and compliance liabilities. In construction, where financial records, intellectual property, and safety data overlap, the consequences can be severe.

For example, in early January 2026, Pickett and Associates, a U.S. civil engineering and surveying firm, suffered a security breach that reportedly exposed more than 800 sensitive project files tied to major utility infrastructure projects. This included classified LiDAR point cloud data, transmission line and substation information, high-resolution orthophotos, MicroStation design files, and other critical project datasets. The attackers are reportedly selling the files for 6.5 bitcoin, roughly $600,000, and mind you, this happened in the first week of the new year! 

This single breach illustrates how quickly proprietary designs, critical infrastructure data, and client information can be compromised, creating serious legal, financial, and reputational consequences.

Hence, security must be part of the criteria for selecting feedback software, not a checkbox at the end.

Mistake #4: Choosing Software Without Integration Capabilities

Selecting feedback tools that don’t connect with existing collaboration platforms, project management software, or CRM systems creates silos and extra manual work. 

This completely defeats the purpose of streamlined feedback management.

The role of integration in streamlining operations

Modern technology stacks don’t live in isolation. You rely on platforms for BIM, project management, documentation, scheduling, contracts, and more. A feedback solution that can’t sync with those core tools creates siloed processes, double-entry, and fractured insights.

Research shows that over 50% of technology challenges in the AEC industry stem from integration issues with feedback tools and other digital systems. Additionally, 42% of these challenges are related to compatibility when shifting to cloud solutions.

Problems arising from poor integration with other tools

Disconnected tools lead to data fragmentation. Instead of seeing patterns tied to project phases or stakeholder groups, you get scattered signals. Teams waste time exporting data, reconciling formats, and manually generating coherent reports. It weakens your ability to act quickly and confidently.

If your feedback tool doesn’t connect with your project management or CRM systems, you’re choosing complexity over clarity.

Mistake #5: Focusing Only On Price Over Features

Prioritizing a lower sticker price over essential functionality can backfire. It may fail to capture actionable insights and force your team to spend time and money on workarounds or replacements.

The pitfalls of overlooking key features for a lower price

It’s tempting to chase the cheapest option. However, cheap often ends up expensive when critical features are missing.

Features like automated workflows, milestone triggers, advanced segmentation, and analytics are not luxuries. They’re what make feedback actionable and strategic.

You’ll see hidden costs everywhere:

• Hiring consultants to bridge gaps
• Buying add-ons to cover missing functionality
• Investing internal hours just to get basic features working

Value vs. cost: What should AEC firms focus on?

The better question isn’t “How much does it cost?” It’s the cost vs value feedback systems deliver. A slightly higher subscription that saves hours each week, increases response rates, and surfaces risks early can more than justify itself.

Smart firms evaluate cost through the lens of value, not price alone.

Mistake #6: Lack of Scalability

As digital ecosystems expand, many AEC firms learn that growth brings both opportunity and pressure. When demand increases faster than system design, software starts to strain. A 2025 vFunction survey found that 46% of organizations have hit scalability limits caused by architectural misalignment, leading to delays, security risks, and declining performance.

Many teams try to solve this by adding more capacity. That approach may buy time, but it rarely fixes the real issue. Structural limitations remain, and systems continue to struggle as usage grows.

Why scalability is crucial for growing firms

Your firm will grow. Projects will become more complex. Stakeholders will multiply. If your feedback platform cannot scale with your needs, you will outgrow it and face another costly implementation cycle. 

A scalable solution grows with you, handling more users, deeper analytics, and broader use cases without performance drag or licensing issues.

Long-term implications of choosing non-scalable software

Choosing software that cannot scale creates real operational problems over time. As your firm grows, you will need to replace the system and repeat the implementation process. Teams will need retraining, and historical feedback data may become harder to access or use. 

Instead of improving how feedback works across projects, you lose progress and continuity.  Over time, this leads to higher costs, slower adoption, and unnecessary disruption.

Mistake #7: Not Considering Customer Support

It can be easy to focus on features and pricing and overlook what happens after the contract is signed. 

However, limited customer support is a common software selection mistake in the AEC industry, and it often shows up once teams start using the tool.

How customer support affects the success of the software

Technology isn’t set-and-forget. Teams need help configuring surveys, adjusting workflows, and understanding results. 

Research shows that strong support plays a direct role in adoption and productivity, especially when responsiveness is a key factor in user satisfaction. In fact, 78% of AEC clients say responsiveness from a firm is critical to their overall satisfaction.

When support works well, onboarding moves faster, and teams gain confidence using the software. When AEC teams don’t receive enough support, user adoption challenges in software selection become obvious. Teams hesitate to use the system, delay feedback collection, or avoid the tool altogether.

Common challenges AEC firms face when support is lacking

AEC firms with weak vendor support often struggle with:

• Software updates that change behavior without explanation
• Custom questions or templates that need tweaking
• Integration issues that require technical help
• Bugs or errors that your internal team cannot fix

When your support resources cannot respond quickly, your IT team spends time troubleshooting, and your people lose momentum. Slow responses lead users back to email or spreadsheets instead of the feedback system, reducing visibility into stakeholder feedback management and making you repeat work.

Hence, customer support should be part of the evaluation criteria for feedback software, not an afterthought. 

Mistake #8: Overlooking Customization Options

Feedback needs differ across AEC project types and stakeholder groups. Ignoring customization capabilities can result in generic surveys that fail to capture actionable insights or meet specific technical requirements.

Why customization is necessary for AEC firms

No two AEC projects are the same. So naturally, your feedback strategy should reflect those differences. Customization lets you tailor questions, workflows, milestones, and analytics to your project types and stakeholder groups.

In fact, research shows that 74% of companies report higher customer retention due to AI-driven personalization tools. This shows how tailored experiences lead to stronger engagement and better outcomes. Whether you’re gathering owner feedback at milestone approvals or operational insight at post-occupancy, your tool should let you model those needs precisely.

Examples of customization features AEC firms should look for

Before selecting a platform, confirm that it allows you to configure:

• Custom question libraries for different stakeholder groups
• Role-based dashboards aligned to user responsibilities
• Survey timing tied to project phases
• Real-time reporting designed for architects, engineers, and construction leaders

These capabilities strengthen stakeholder feedback management and improve adoption across teams. When customization is limited, feedback becomes inconsistent and harder to act on.

Mistake #9: Ignoring User Feedback and Reviews

It can feel easier to rely on demos, brochures, or vendor promises. 

In reality, it's the users who reveal what software truly delivers day-to-day. Ignoring their experiences risks adoption issues, missed opportunities, and costly hindsight.

The power of real user experiences

You can read features, watch demos, and compare pricing. But nothing replaces feedback from firms like yours. Reviews and case studies show where a tool excels and where it struggles. 

Seeking stakeholder feedback and management insights from peers helps you avoid mistakes and make informed decisions.

Why user insights matter

User feedback reveals details that product sheets can’t, like:

• How well does support respond under pressure
• Whether integrations work smoothly in real projects
• How intuitive the platform is for different team roles

When you incorporate these insights, you select a tool your teams will actually use, which improves adoption, workflow efficiency, and project outcomes.

To make these lessons easier to reference, here’s a quick summary of the 9 mistakes, why they matter, and the warning signs to watch for.

Make Feedback Technology Work for Your Firm

The right feedback technology helps your firm act on client insights every day. When AEC firms fail to define goals, prioritize usability, focus on real value, and learn from real user experiences, they often end up with tools that underdeliver.

As a client feedback and reputation management software, ClearlyRated turns assumptions into actionable insights with feedback systems built specifically for AEC workflows. Our Client Savvy platform integrates structured listening into every project stage, turning everyday interactions into measurable insights.

AEC firms using Clearlyrated have seen meaningful improvements, including:

• Automated milestone-based surveys that capture feedback at every stage
• Real-time client health scoring and alerts that help teams act before issues escalate
• The patented Client Experience Indicator (CXI®) that identifies up to 380% more hidden pain points than NPS alone
• Analytics that turn client insights into referrals, testimonials, and $1.8M in new business on average

For AEC firms in a competitive market, measuring financial KPIs alone is not enough. Tracking client experience metrics alongside project and financial data reveals what truly drives loyalty and repeat business. When you integrate structured feedback practices into daily operations, your firm can strengthen relationships, reduce risk, and grow sustainably.

Stop making costly software mistakes. See how ClearlyRated's AEC-specific feedback platform solves all 9 challenges. Schedule your personalized demo today!

FAQs

What is the most important factor when choosing feedback software for AEC firms? 

The most important factor is aligning the tool with clear business goals and workflows so it consistently delivers insights you can act on.

Can I integrate feedback software with other tools used in AEC projects?

Yes. Look for solutions with strong APIs or direct integrations with your existing platforms. ClearlyRated, for example, connects with common collaboration tools for architecture, engineering, and construction (AEC) to streamline data flow and reduce manual work.

How do I keep feedback software secure for sensitive data?

Check vendor security practices, compliance certifications, encryption standards, and data governance policies. ClearlyRated follows enterprise-grade protocols to protect project and client information across all stages.

How can I select software that scales as my firm grows?

Look for cloud-native solutions with flexible user models, robust performance, and proven enterprise use cases. ClearlyRated supports growing teams and complex projects without performance drops or lost historical feedback.

What are the benefits of involving all stakeholders in the software selection process?

Including diverse team members helps identify technical requirements that feedback software must meet and addresses adoption challenges early. Project managers, IT staff, leadership, and other roles can contribute to choosing a tool that everyone can use effectively.