A quick analysis of 305 reviews show that Dropbox may actually need to communicate, outside the box

Picture of a server room.
Photo: Torkild Retvedt

The file-hosting service Dropbox acts like a modern workspace, providing cloud storage, client software, and file synchronization. They want to help users to focus on the most important things by reducing busywork. The question is if their users are satisfied with the information they receive, or not receiving…

Why do we say this?

The topic “subscription account” occurred in 36% of the reviews and has an average grade of 1,48 / 5, which is lower than the overall average grade of 1,80 / 5 for the project. Some users claimed that they had their accounts upgraded to the business version, without permission. This caused users to have to pay way more than they had intended. It was also mentioned that when wanting to cancel a subscription, it was difficult to get a refund for the remaining time.

This leads us to the topic “refunds”. This topic has an average grade of 1,06 / 5 and occurred in 10% of the reviews. As mentioned before, it seems that some have had difficulties, to get a refund when canceling their subscription. Some were under the impression, that Dropbox was trying to make it hard for them to leave.

The topic “customer care” occurred in 39% of the reviews and has an average grade of 1,70 / 5. Some complained that when trying to contact customer service, they only received a generic email response. It seems that you can only chat or email when in need of assistance. In some cases, it takes several days before getting a reply.

Photo of the topic “customer care” from the dashboard of this analysis.

Conclusion and suggestions

Dropbox may need to keep in mind that they have other competitors out there, that not only are offering more storage for free but also provide more reliable services. They could try to look into how to be more priceworthy and trustworthy. 

Their users need to feel like they know for sure how to go about, for instance, changing their payment plan or canceling their account, without having to experience unpleasant surprises. 

They could be more transparent, regarding their refund policy since it’s currently misleading many users. They also need to make sure that they’re available when customers need help.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on TrustPilot.

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