Filen’s January 2025 Customer Survey Results: A Deep Dive

As many of you know, we launched a major overhaul of our website, Desktop client, and Web-App in November 2024. This complete rework was a huge project for our team, and we appreciate how our community has embraced the changes. In January 2025, just under two months after the update, we ran a customer satisfaction survey to gather feedback on how well our new setup is serving you. Now that it’s March, we want to share the results with you—including what we learned and how we plan to keep improving.

Disclaimer 1: Privacy

At Filen, we take your privacy seriously. All individual survey responses remain strictly confidential, and any personal information is never disclosed. The results presented here are exclusively based on aggregated, anonymized data from the overall participant group.

Disclaimer 2: A Snapshot, Not the Final Verdict

This survey was conducted in January 2025, just 7 weeks after our major platform overhaul at the end of November 2024. While the results provide valuable early insights, please recognize that it is too soon to draw definitive conclusions about long-term stability and user satisfaction. As with any major update, real-world usage over time will reveal additional strengths and areas for improvement.

That said, the overall survey results were overwhelmingly positive, which we deeply appreciate. However, rather than focusing on self-praise, we believe it’s more valuable to highlight constructive feedback and areas that need improvement—because that’s what helps us grow and serve you better.

We’re committed to continuous refinement based on ongoing feedback, not just this survey. If new challenges arise or user expectations evolve, we will adapt and improve accordingly. This report represents a moment in time, but our focus remains on delivering a secure, reliable, and user-friendly Filen experience for the long run.

But let's get started:

1. How long have you been using Filen?

We saw a strong mix of both newcomers and long-term users, with the median usage length falling in the 3–6 month range and a significant number of users who joined just weeks before the survey.

This data not only helps us understand how different user groups experience the platform but also highlights the impact of our recent product updates. The steady influx of new users suggests that our improvements are not only enhancing the experience for existing users but are also driving greater interest in Filen as a secure storage solution. This growth reinforces that our continuous efforts to refine and expand our platform are making a meaningful difference in attracting and retaining users.

2. How satisfied are you with the performance of the new Web-App?

📊 Average rating: 8.1/10

Performance scores were reassuringly high, with the median rating falling around 8 out of 10. While we were delighted to see such a positive response just a month after our major update, we’re equally thrilled to note that since November, we’ve already fixed additional bugs and fine-tuned the interface even further. This feedback validates our efforts to create a more responsive, intuitive Web-App experience.

3. How would you rate the new Filen website (filen.io)?

📊 Average rating: 8.3/10

Many users appreciate the modernized design, improved structure, and enhanced performance of the new website. However, some noted that key information—particularly regarding technical details and encryption mechanisms—could be more prominently displayed.

What actions will we take?

• We will enhance the clarity and accessibility of technical and security-related information.
• A more detailed section explaining Filen’s encryption technology and security features will be developed. In the first step, a lot of information will be outsourced to the blog.
• We will improve documentation on mobile app functionalities right after we launch the new mobile app updates to ensure users can fully leverage our platform.

4. Is the information on our website sufficient for your needs?

While the majority of users responded "Yes", some highlighted missing details, particularly concerning how to use the desktop client effectively and comparisons between Filen and other cloud providers.

Users also wrote about:

• Better Accessibility – Downloads, FAQs, and feature details should be easier to find.
• Improved Documentation – More detailed guides on sync, WebDAV, encryption, and plan limitations.
• Increased Transparency – Clearer information on encryption, audits, and company stability.

How we plan to improve

• We will look at how we can make our sources of information more easily available. In particular, the whitepaper and the File Docs will be updated and given a more prominent place on the website.
• A structured tutorial section will be created in the docs, featuring guides for both beginners and advanced users.
• Additional video content will be produced to simplify complex concepts and functionalities.

5. Have you noticed any bugs or unexpected changes in the Web-App, Website, or Blog?

Most users (~84%) had no issues, which is really great just a few weeks after a major product launch. However, some suggested UI improvements, better communication, and enhanced performance. Key feedback includes upload speeds, and accessibility of FAQs and roadmap updates. Users also gave opinions about the folder structure, refined dark mode possibilities, and better search functionality.

Our response

• Web App & UI Improvements – We will experiment with possible enhancements to dark mode and overall navigation to see how we can make the experience more user-friendly. Additionally, we plan to refine status indicators for uploads and file management.
• Better Transparency & Communication – We will ensure that our roadmap is regularly updated, even with smaller updates, so users can stay informed about ongoing improvements.
• Filen Docs as the Central Information Hub – We are transforming the Filen Docs into the primary source for detailed information on all products, ensuring users have easy access to the latest guides, features, and troubleshooting tips.
• Network Drive Performance – We are assessing ways to optimize speed and reliability to enhance performance for those using the network drive.

6. Do you find the new website and web app design user-friendly and easy to navigate?

📊 Average rating: 4.33/5

Overall, the new design has been very positively received, but some users feel that certain interface elements could be optimized for better accessibility.

What’s next?

We will focus on refining the UI and UX to make it even more intuitive, ensuring that frequently used functions are easily discoverable.

After already hiring two new developers for our backend, our next step is to look for developers who can support us with front-end operations.

7. Have you used or are you currently using the new Filen desktop client?

A significant majority of users have migrated to the new client and uninstalled the previous version, while a smaller segment has yet to try it.

Key takeaways

The positive reception of the new desktop client reinforces that the latest version provides meaningful improvements. However, for those who have not yet made the switch, we need to better communicate the benefits of the upgrade and provide clear guidance on transitioning.

As previously mentioned, the Filen Docs will be given a more prominent place in the future and will also be enriched with tutorials for beginners. We also plan to create YouTube tutorials to provide the easiest possible introduction to our products.

8. Please evaluate how you would rate the old desktop client compared to the new one.

The new desktop client is generally rated much higher than the old one, with many users appreciating its modern UI, additional features, and improved usability. The old client was seen as simpler and more lightweight, while the new version offers better sync management, drive mounting, and a more unified experience. However, some users reported a few bugs, higher resource usage, and missing bandwidth control.

Key Takeaways:

• More Features & Better UI – The new client is more intuitive, offers more customization options, and allows full file navigation within the app.
• Performance & Resource Usage – While many users find it faster and more responsive, some experience high CPU/RAM usage.
• Sync & Stability – Users appreciate better sync management, but some still encounter occasional crashes, missing sync progress indicators, or unreliable WebDAV/S3 integrations.
• Migration & Usability Concerns – Some users found switching from the old client difficult and miss features like simpler selective sync and tray notifications.

Our Response: How We’re Improving the New Client

We will be working on optimizations to improve stability, performance, and usability after the mobile update got released. Our key areas of focus will include:

• Refining Performance & Resource Usage – We are investigating ways to reduce CPU/RAM consumption and optimize upload speeds.
• Enhancing Sync & Network Drive Functionality – Improvements to WebDAV, S3, and selective sync options are being evaluated.
• Better Migration & Usability Features – We will explore ways to restore missing functionalitys like bandwidht managment.
• More Customization & Settings – We are considering adding bandwidth control, UI refinements, and better status visibility.

We appreciate the feedback and are committed to making the new desktop client the best version yet! 🚀

9. Do you find the design of our new desktop client user-friendly and easy to navigate?

📊 Average rating: 4.33/5

The vast majority of users find the new design clean and intuitive, though some would prefer more customization options.

Next steps: We will explore additional settings and UI improvements based on user feedback.

10. Which of our "expert tools" have you already used

Of course, we understand that many users don’t use these tools, as they cater to a specific target group. However, we will work to increase awareness of these features and provide better support to make them more accessible and easier to use. As mentioned twice before, the Filen Docs and our YouTube channel will play an increasingly important role throughout the year.

11. How would you rate your experience with our WebDAV support?

📊 Average rating: 3.9/5

Many users find WebDAV useful, but some reported configuration difficulties.

Next steps: We will enhance WebDAV documentation and provide better troubleshooting support.

12. How would you rate your experience with our Network Drive?

📊 Average rating: 4.07/5

Most users rate the Network Drive positively, but some have noticed occasional performance slowdowns.

Planned improvements: We will optimize performance for better stability and speed.

13. How would you evaluate the information design surrounding our "expert tools"? Was all the necessary information available, and did you know where to find it?

In general, the vast majority of users find what they need, but some users felt that documentation could be clearer.

Action plan: We will improve documentation for easier access to expert tool information.

14. What do you think of the new structure of our blog, including the roadmap and updated post style?

Almost all users are very satisfied with the direction we’ve taken. We made a conscious decision to move a significant amount of information to the blog and are pleased with the positive reception so far. To further improve visibility, we will soon introduce our newsletter. Additionally, we are considering partially resuming cross-posting our content on social media channels to ensure broader reach.

15. How do you like the new feature request page (features.filen.io)?

While many users have not yet explored this page, those who have find it helpful for tracking and suggesting new features.

How we will improve engagement

We will promote the feature request page more effectively, encouraging users to contribute their ideas and vote on requested features, ensuring the most sought-after functionalities are prioritized. As a first step, we have added it to the blog's navigation bar. Additionally, we will soon publish a dedicated article about it and cross-post it.

16. What type of YouTube content would you like from Filen?

We already addressed this question in the last status update, so I’ll include the text here again:

Let's call this a "close result." For now, we've decided to start with the simplest approach and then adjust based on the type of video. Short, basic tutorials for individual features will be text-based. This way, we can save time and produce more content, ensuring that, ideally, every feature will eventually have a video tutorial explaining how it works.

For videos that are not tutorials, we will venture into narrated videos. If the content is informational or important, we will provide native English voiceovers. However, for behind-the-scenes insights where we, as employees, appear on camera, we will conveniently "narrate" them ourselves.

17. Has our communication structure and frequency improved since Black Friday?

The majority of users responded "Yes" or "Somewhat", with a few indicating that there is still room for improvement.

What we will do differently

We will continue refining our communication strategy to ensure timely and transparent updates, making it easier for users to stay informed about product developments. We already have more posts in the pipeline. Additionally, we will launch our new newsletter, which we hope to publish shortly.

18. Any additional feedback?

We received a wealth of user insights here and I have tried to compress the whole thing into a readable length:

Positive Feedback & Appreciation

• Many users appreciate Filen.io’s reasonable pricing, especially the lifetime plans.
• Users find the UI clean and user-friendly, with a good sync system.
• Filen is seen as a strong alternative to OneDrive, Google Drive, and Mega, particularly due to its encryption and security.
• Users love end-to-end encryption, Linux support, and CLI tools.
• Many users have fully switched to Filen and recommend it to others.

Key Requested Improvements

1. Android & Mobile App Issues
   • Syncing problems (camera upload not reliable).
   • Slow performance and high resource usage.
   • UI/UX improvements needed for smoother experience.
2. Sync & Storage Enhancements
   • Network drive speeds & cache need optimization.
   • More control over file versioning & backups.
   • Selective folder sync improvments.
3. Feature Requests
   • WebDAV & rclone support for better third-party integration.
   • Finder integration on macOS for a seamless sync experience.
   • Global search and better file previews (e.g., .xlsx, .pptx, .heic).
4. Communication & Transparency
   • Newsletter & clearer roadmap updates.
   • Highlight GDPR compliance & EU-based servers.
5. Security & Privacy
   • Stronger app lock on Android.
   • Passkey authentication

Our Response

First of all, thank you for the overwhelming amount of positive feedback! We have taken the time to read every single comment carefully.

Now, here are our responses to the key points:

1. As mentioned in our last status update, we are currently working on a complete rework of the mobile apps. Our goal is to resolve all existing issues with this update.
2. We take the feedback regarding the Client very seriously. However, we are pleased to see that the majority of users have not encountered major issues. At the moment, our top priorities are the mobile update and various backend improvements. Nevertheless, we will address the feedback as soon as the mobile update is completed.
3. Some users may have missed the introduction of our new WebDAV support, so we will focus on improving communication in this area.
   
   RClone is currently being developed alongside other tasks by our newest team member. While we don’t have an estimated timeline yet, active progress is being made.
   
   As for global search, we have frequently discussed the challenges of implementing this feature while maintaining our encryption standards. Recently, we identified a potential approach that could make it feasible. However, we want to set clear expectations—while we have recently started exploring potential solutions, it is not our top priority at the moment. That said, we are optimistic that we can offer it later this year.
   
   We appreciate your patience and ongoing support!
4. As mentioned, the Android app is undergoing a complete rebuild. Additionally, we have recently explored potential improvements and the implementation of various login and security features. One of our new team members may take on this task once our current priority projects are completed.
5. A newsletter and an improved roadmap are planned for the near future! We also intend to enhance how we present our key strengths (on the Homepage for example).

Final Thoughts

The results of this survey have been incredibly positive, and we are truly grateful for the overwhelming support and valuable feedback from our community. It’s inspiring to see how many of you appreciate the improvements we’ve made, and we’re especially excited about the many users who have fully transitioned to Filen and now rely on us as their go-to cloud storage provider.

That said, we’re not stopping here. Here’s a summary of the key improvements we have planned based on your feedback:

✅ A completely rebuilt mobile app – Our top priority is delivering a smoother, more reliable experience with improved syncing and performance.
✅ Continued improvements to the desktop client – We’re addressing resource usage, stability, and missing features like bandwidth control.
✅ Better documentation & accessibility – Filen Docs will become the go-to hub for all guides, tutorials, and troubleshooting, with additional video content and structured tutorials.
✅ More transparent communication – A new newsletter and improved roadmap updates will make it easier to track our progress.
✅ Performance optimizations – Enhancements for WebDAV, network drive speed, and overall sync reliability are in the works.
✅ RClone support – Development is actively underway, and while we don’t have an exact timeline yet, we are making steady progress.
✅ Exploring global search possibilities – While not yet a top priority, we are optimistic that we may find a viable solution this year.

This survey reflects just a moment in time, but Filen is evolving every day. Your feedback helps us shape the future of our platform, and we remain committed to delivering the most secure, user-friendly, and innovative cloud storage experience possible.

More forward-looking news on everything will be included in the upcoming status update. The topics from this article will also be revisited there.

Thank you for being part of the Filen journey—we appreciate your trust and support! 🚀

— The Filen Team