AstralWanderer: Back in April, GOG posted a
Facts and Numbers article, claiming a 208% growth in "active users", 392% growth in new registrations and a 114% growth in net revenue (comparing 2020 with 2019). Being able to make a loss with growth figures like that requires considerable business "un-skill".
Steam has served to "normalise" online DRM - without their example, GOG's DRM-free policy would quite possibly be the rule, not the exception. As for service, if Valve is the "best" given the following examples, heck knows what would qualify as the worst
They did get a bump in active users because of Cyberpunk, but we all know Cyberpunk did more harm than good overall. It ruined their reputation, and now they're a villain to a lot of gamers, especially console gamers. Reputations take forever to build and seconds to ruin, and they ruined theirs. Also at some point during that time it was reported that GOG was in the red, or losing money.
If you look at earnings reports, what's been posted here, and elsewhere you'd see that GOG is always just trying to stay afloat. It's either they're losing money or barely making any. If GOG wasn't a part of CD Projekt this store would have shut down years ago. You want to know why the service around here stinks? Because the store is constantly in the red and they don't want to commit any real resources to it. That's why there's so many real complaints from people here that don't get fixed, and that's why support will always be forever backed up. This store is under-staffed and has no real resources commited to it, because it would just bleed money if it did.
Now with CD Projekt being in the position they're in now, and the fact that "Triple A" game development is extremely volatile, I seriously have doubts that this store is going to be around in the next five years or so. I could easily see them shutting it down, and just releasing their games on Steam, EGS, consoles, etc.
And, no, GOG's DRM-free policy would never be the rule. That's you living in a fantasy world. Hell, a lot of people around here would say GOG's not even a truly DRM free store anymore. It's one thing to be DRM-free, and it's another to actually advertise as being DRM-free. The advertising of it is the bigger problem. I mean, and just so you know, Steam actually has more DRM free titles than GOG does. The only difference is you don't have an inefficent offline-installer.
And yes, Steam does have a better and more appealing service. Not just for the people who buy the games, but also to the people who sell games. The numbers don't lie, and the people have made their choice. GOG has no real market share so to speak, and they have really no big games. CD Projekt wouldn't dare make their own games on PC exclusive to GOG, because they know they'd lose a ton of money, and any bump it might give to GOG would be literally nothing in the end.
What exactly does GOG offer that Steam doesn't? Offline installers and that's literally it.
Meanwhile Steam has more games, better customer support, better linux support, more developer communication for news updates and patches, full controller support for everything, a store that's miles better than GOG's in features, a better community space, better forums, Steam workshop, ability to manually remove games from your account, trading cards, the same DRM free games that GOG has plus more, and so on...
There's really no advantage to GOG except for offline installers, but if you have any tech savvy whatsoever that's not going to be a problem. General rule of thumb is that anything on GOG is also going to be DRM free on Steam.
Now think about all the negatives with GOG... The store that's as basic and barebones as it gets... Where the best thing you can say about it is that it's barely servicable, and some might even disagree with that. The support response times are atrocious. 25 days to get a response back for a cash refund? Nice. The games catalogue is sorely lacking because of the advertised DRM-free nature. Love Japanese games for example? Good luck living that GOG life then, because outside of Falcom they have no games. You basically need to thoroughly investigate any purchase you make on GOG, because you're liable to buy a game wiht missing achievements, patches, content or DLC...
Very rarely does GOG get a big release here. Pretty much everything is going to be on Steam with some rare exceptions like Ubisoft and EGS nonsene. Remember when GOG got Horizon Zero Dawn? Which I think was even slighly delayed from the Steam and EGS release, but where is Day's Gone? Were GOG's sales just that bad, or did Sony think that having the game being advertised DRM-free actually hurt overall sales? Or maybe Sony just said screw GOG (CD Projekt) because of Cyberpunk disaster? Does anyone actually believe the recently announced God of War will make it to GOG? Highly doubt it.
Where was Capcom ever again after Dragon's Dogma? Nowhere to be found. It's Halloween time and all that... some Resident Evil would be nice here, should I beg for that on GOG, or just play on Steam?
Where's Bethesda with their flagship Elder Scrolls title called Skyrim? Or are we still going to be begging for that 5 more years from now? But here's a woke Wolfenstein game instead that underperformed everywhere else.
When is Square Enix going to show up with Japanese titles? Or are GOG users going to continue to only receive the sloppy seconds, or the hand-me-downs from "Western" Square Enix / Former Eidos? Tomb Raider 2013? That sure is great pick up when Square Enix had already literally given that game away for free before... I bought it btw just to support this store, despite already owning them all on Steam...
I could go on and on here, but that's legit how the masses look at it. They see Steam and then they see GOG, and it's a clear choice on which is better and who to get into bed with. That's why GOG has no real market share, and probably never will.
I bought Subverse on Monday, and I'll still ocassionally buy something on GOG since I'm stupid, but it wouldn't be a wise move to board this ship right now. Soon enough the iceberg will be right ahead, and then it's GG, GOG.