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Research: OpenStack user satisfaction ratings drop, as adoption of the open source cloud rises

Use of OpenStack-powered clouds continues to grow across companies of all sizes, but customer satisfaction levels appear to have dropped, research shows

User satisfaction levels among OpenStack adopters appears to be waning as more organisations rush to embrace the open-source cloud platform, OpenStack Foundation data suggests.

According to the foundation’s latest semi-annual survey into the usage habits of OpenStack adopters, user satisfaction levels among the community appear to have fallen of late.

The foundation uses the Net Promoter Score (NPS) framework to gauge the satisfaction levels of OpenStack users.

Since the publication of the April 2015 report, the user satisfaction ratings garnered by this approach have steadily increased from 20 to 36 in October 2016. The April 2017 report, however, reports the markedly more downbeat score of 24.

The survey’s accompanying report suggests users with newer OpenStack deployments, created in either 2016 or 2017, tend to experience higher levels of satisfaction with an NPS of between 35 and 38. Deployments created between 2010 and 2014, however, had an average NPS of 14.

“This comparison yields an interesting insight – deployments made in 2016/2017 are not necessarily using the latest [OpenStack] releases,” the report stated.

User research and results

The survey features responses from 1,400 OpenStack users, working across 600 deployments of the open-source cloud operating system, and is reportedly the largest investigation into the usage habits of its customer base the foundation has ever undertaken.

The findings – gathered during the first two months of 2017 – show OpenStack adoption continues to grow, with 44% more deployments reported in this year’s report compared with 2016.

Organisations are also now, reportedly, running between 61% to 80% of their infrastructure on the platform, and two-thirds of the workloads that run on it are now considered production-grade, the research suggests.

“The large proportion of cloud in production demonstrates the maturity of OpenStack, while an influx of clouds in proof-of-concept and test stages forecasts healthy growth for the future,” the accompanying research report states.

“This is also demonstrated by the average age of a deployment – just 1.68 years [with] 56% of [the] deployments catalogued launched in 2016 or 2017.”

Read more about OpenStack adoption trends

A typical deployment features nine OpenStack services, and 37% of them contain 1,000 or more cores, which equates to an eight percentage point year-on-year rise.

Adoption is evenly split across the board, with regard to the size of organisations rushing to adopt OpenStack, with around 25% of users working for organisations with fewer than 100 employees, while around 32% work at companies with 10,000 or more staff.

In the report, the organisation cites enterprise concerns about cloud supplier lock-in and organisational concerns about being out-innovated by the competition as key OpenStack adoption drivers.

“Users say these business drivers are even more important than saving money and increasing operational efficiency, which ranked [as reasons] number one and number two in past surveys,” the report states.

Read more on Infrastructure-as-a-Service (IaaS)