One of Apple CEO Tim Cook’s favorite terms to throw around during earnings calls and keynote presentations is “Customer Sat,” but the latest from the American Customer Satisfaction Index has Apple down compared to last year while Samsung continues to rise despite declining sales.
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Update: JD Power’s math seems a little off, when you delve into the scores …
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%).
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