Google Ranks Highest in Customer Satisfaction with Cloud Storage Services
Device Syncing Capabilities and Price/Value Are Key Drivers of Satisfaction
WESTLAKE VILLAGE, Calif., Oct. 7, 2015 /PRNewswire/ -- Google ranks highest among fee-based cloud storage service providers and performs particularly well in the device syncing capabilities, variety of features and price/value factors, according to the J.D. Power 2015 Cloud Storage Satisfaction ReportSM released today.
The inaugural 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): device syncing capabilities; price/value; compatibility across operating systems; ease of use; speed of downloads/uploads; storage capacity; variety of features; reliability; and security/privacy functions. Overall satisfaction, which is calculated on a 1,000-point scale, is 858.
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"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 & technology practice leader at J.D. Power. "It's important that cloud storage providers offer a service that's easy to access and able to store media across multiple devices and platforms at a price consumers perceive as a good value. Providers that do so and also continuously offer new services and upgrades are well positioned to increase satisfaction, customer loyalty and repurchase intention."
Cloud Storage Service Brand Satisfaction Rankings
- Google (872) ranks highest in customer satisfaction, performing well in all nine factors.
- Amazon (869) ranks second, performing well in the speed of downloads/uploads and security/privacy functions factors.
- Microsoft (862) ranks third, performing above the report average in seven factors.
The 2015 Cloud Storage Satisfaction Report—fielded in September 2015—is based on responses from 2,604 customers who currently subscribe to and pay a recurring fee for cloud storage services.
| Overall Customer Satisfaction Index Scores |
J.D. Power.com Power Circle Ratings™ |
||
| (Based on a 1,000-point scale) |
For Consumers |
||
| |
872 |
5 |
|
| Amazon |
869 |
5 |
|
| Microsoft |
862 |
3 |
|
| Report Average |
858 |
3 |
|
| Dropbox |
848 |
3 |
|
| Apple |
815 |
2 |
|
Power Circle Ratings Legend
5 – Among the best
4 – Better than most
3 – About average
2 – The rest
Award-Eligible Cloud Storage Service Companies Included in the Report
| Company Name |
CEO Name |
Company Address |
| Amazon.com, Inc. |
Jeff Bezos |
Seattle, Wash. |
| Apple Inc. |
Tim Cook |
Cupertino, Calif. |
| Dropbox Inc. |
Drew Houston |
San Francisco, Calif. |
| Google Inc. |
Larry Page |
Mountain View, Calif. |
| Microsoft Corporation |
Satya Nadella |
Redmond, Wash. |
Media Relations Contacts
John Tews; Troy, Mich.; 248-680-6218; [email protected]
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SOURCE J.D. Power
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