Ranking in Customer Satisfaction for Cloud Storage Services

Box, Inc. ranks highest among fee-based cloud storage service providers and performs particularly well in the price of service, storage capacity, variety of features offered, speed of downloading/uploading files and security factors, according to the J.D. Power 2016 Cloud Storage Satisfaction Report just released.

The report measures overall satisfaction with cloud storage service providers among customers who currently subscribe to a cloud storage service to store data files, provide storage back-up access and help with media downloads/storage.

Satisfaction is measured across nine factors (listed in order of importance:

• price of service;
• storage capacity;
• ease of use;
• variety of features offered;
• reliability of service;
• speed of downloading/uploading files;
• functionality across different devices;
• security; and
• consistency across operating systems.

Overall satisfaction, which is calculated on a 1,000-point scale, is 860.

“The cloud storage service industry is growing as consumers want to store and readily access more data files, music, video and images than ever before,” said Kirk Parsons, senior director and telecom, media and technology practice leader, J.D. Power. “It’s important that cloud storage providers offer a service that’s easy to access and to store media across multiple devices and platforms at a price consumers perceive as a good value. Providers that do so – plus continuously offer new services and upgrades – are well-positioned to increase satisfaction, customer loyalty and repurchase intention.”

Cloud Storage Service Brand Satisfaction Rankings

• Box (879) ranks highest in customer satisfaction, ranking highest in five factors.
• Microsoft OneDrive (872) ranks second, performing above the report average in all nine factors.
• Amazon Cloud Drive (870) ranks third, performing well in the reliability of service and functionality across different devices factors.

J.D Power 2016 Cloud Storage Satisfaction

Key Report Findings

• On average, 39% of cloud storage subscribers indicate having 50Gb of data storage with their current service plan. An additional 32% indicate having 1TB of storage available. A further 17% have an unlimited file storage plan either associated with certain file types (e.g., photos) or with all file types.
• Devices used most often when accessing cloud-based files are:
  • laptops/desktop computers (69%);
  • Apple iPhones (56%);
  • Apple iPads (40%);
  • Android smartphones (30%);
  • Android tablets (25%); and
  • smart TVs (17%).
• The most common reasons cited by customers for selecting their current cloud storage provider are:
  • ease of use (46%);
  • price of subscription (41%);
  • brand reputation (38%);
  • ability to sync with various devices (33%); and
  • storage amount size offered (33%).

The 2016 Cloud Storage Satisfaction Report, fielded in July 2016, is based on responses from 2,865 customers who currently subscribe to and pay a recurring fee for cloud storage services.