JD-Power-tablet-customer-satification

Update: JD Power’s math seems a little off, when you delve into the scores … 

jd-detail

Samsung got 18 stars, Apple 18, with Samsung only ahead on price, yet took the overall lead.

J.D. Power has released its 2013 U.S. Tablet Satisfaction Study–Volume 2 today with Samsung edging out Apple’s iPad for the top spot. Apple has in the past ranked number one in the company’s customer stratification surveys for tablets, but this time Samsung has jumped up from number 3 in April to take the first position from the iPad.

Samsung ranks highest with a score of 835 and is the only manufacturer to improve across all five factors since the previous reporting period in April 2013. Samsung showed particularly strong improvement in the cost factor (25-point increase). Apple ranks second scoring 833 and performs particularly well in performance and ease of operation.

While Samsung only slightly beat out Apple with 835 points vs 833 points on a 1000 point scale, the outcome is quite notable for Samsung who in April ranked even lower than Amazon. The study measures customer satisfaction based on five metrics for 3,375 tablet owners: performance (26%); ease of operation (22%); styling and design (19%); features (17%); and cost (16%).

Yesterday a report from research firm IDC noted a 123% increase in tablet shipments for Samsung and big increases for other Android tablet manufacturers in Q3. Those gains cut Apple’s tablet market share worldwide down to less than 30 percent.

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One Response to “Samsung beats out iPad in J.D. Power U.S. tablet customer satisfaction study (Update: Or not …)”

  1. Dan Eaton says:

    Apple has 5 stars for everything except cost (going off the ratings graphic). That’s 22 stars by my reckoning – excluding the overall satisfaction. Samsung has 18. Samsung FTW – obviously!