What Is a Software Regression? Why It Matters More Than You Think
?? Imagine this: You update your software, excited for new features, only to find that something that used to work perfectly is now broken. Frustrating, right? That’s what we call a regression.
A regression happens when a feature or functionality that previously worked stops working as expected after an update, bug fix, or new feature rollout. To the customer, it’s simple: “This used to work fine, but now it’s broken.”
But what if the change was intentional? Does that mean it’s not a regression? Not at all! Let’s explore why this matters.
The Grey Area: Intentional Change or Regression? ??
Teams often justify new behavior with reasons like:
While these explanations may work internally, they don’t resonate with customers. If something they rely on suddenly stops working as expected, it’s a regression in their eyes. And that’s what matters most.
Why Regressions Hurt Customer Trust ??
Every regression—intentional or not—chips away at customer trust. It creates confusion and frustration. As one customer said:
“I don’t care if you call it a bug or a feature. All I know is that it’s not working for me anymore.”
Customers expect updates to enhance their experience, not disrupt it. Even if the change is meant to improve the product, breaking something they rely on can be devastating.
A Commitment to Quality ??
As software professionals, we must treat regressions as breaches of trust. To quote Gerald M. Weinberg:
“Quality is value to someone.”
If a change reduces the value a customer gets, it’s a quality issue—whether intentional or not.
The Bottom Line ??
Regardless of intent, if something that worked for the customer stops working, it’s a regression. And regressions matter because customer experience matters. As Jeff Bezos famously said:
“We’re not competitor-obsessed, we’re customer-obsessed. We start with what the customer needs and work backwards.”
At the end of the day, software is about solving problems—not creating them. Let’s make every update reflect that mission.
I look forward to writing a follow-up article on 'What We Can Do' about software regressions.
?? We want to hear from you! Have you encountered regressions in software updates? How did they impact your experience? Share your thoughts and suggestions in the comments below! ????
No matter the reason, anything that was working ceases to work, it IS a Regression. The only extenuating circumstance could be if it is well documented sufficiently ahead of time.
I agree wholeheartedly. Building trust takes a long time and one bad update has the potential to ruin it all.