Samsung Tops Apple in Latest J.D. Power Tablet Customer Satisfaction Survey

Thursday October 31, 2013 9:11 AM PDT by Jordan Golson

Apple has been ranked second, edged out slightly by Samsung in J.D. Power's latest U.S. tablet satisfaction study. Samsung scored 835 on a 1,000 point scale, while Apple was just behind at 833. Both companies got 5-star ratings from J.D. Power.

The survey found Apple scores particularly well in performance and ease of operation, while Samsung improved across all five factors measured by J.D. Power and ranked particularly well on cost. The survey found that 50% of consumers get recommendations from family and friends for tablets, while 49% peruse a manufacturer's website for information.

Apple has used J.D. Power rankings numerous times in its marketing surveys in the past.

"Whether consumers prefer the online channel for competitive pricing compared with the tactile retail store experience, effectively matching owner needs with the appropriate tablet model during the purchase process goes a long way in positively influencing overall satisfaction," said Kirk Parsons, senior director of telecommunications services at J.D. Power.

The 2013 U.S. Tablet Satisfaction Study--Volume 2 is based on experiences evaluated by 3,375 tablet owners who have owned their current device for less than one year. The study was fielded between March and August 2013. The study measures satisfaction across five key factors (in order of importance): performance (26%); ease of operation (22%); styling and design (19%); features (17%); and cost (16%).

Jdpowertablet

Top Rated Comments

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84 months ago

I've just switched to a Note 3 from an iPhone 5. Frankly, I can't believe I left it this long. I can't put it down. Still like the iPhone, but the screen on this is just astounding.


I went to the zoo this morning! Then I had a cheeseburger and got the winter tires put on my car.

Any other stories unrelated to the thread you'd like to share?
Score: 48 Votes (Like | Disagree)
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84 months ago
The press release indicates that the Samsung tablets only topped the iPads by a very narrow margin (835 to 833). However, the overview of the categories (http://www.jdpower.com/consumer-ratings/electronics/ratings/909201690/2013-Tablet+Satisfaction+Study/index.htm) seems to suggest that the iPad tops the Samsung tablets in almost every category, except costs. How do they explain this difference?
Score: 37 Votes (Like | Disagree)
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84 months ago
Look at the Results

Performance, Ease of Use, Physical Design, Features, Cost, Overall
Samsung 3/5, 3/5, 4/5, 4/5, 4/5, 5/5
Apple 5/5, 5/5, 5/5, 5/5, 2/5, 5/5

Samsung didn't get higher than 4/5 on anything specific but is overall 5/5 and Apple gets 5/5 on everything but cost. What in the world is this survey even measuring? Samsung is average in ease of use and average in performance and Apple is easy to use and fast, but people are more satisfied with Samsung?
Score: 26 Votes (Like | Disagree)
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84 months ago
I wonder how the rankings go among people who have owned and used both Samsung and Apple? ;)

I know Android users who shrug as their phone runs dead at 4pm and say how much they LOVE Samsung and HATE how Apple "won't let you" do things with your tablet.... and then they fire up their tablet to do the only three things they ever do with it (all things that are better an iOS), while I go off to run all kinds of tablet apps they'll never have, and do things they wouldn't know how to begin on Android. Then they re-buy a new phone or tablet every year, burning more money than an iOS device that lasts, chasing the next Android fad. I'm appalled at what they'll put up with, but they simply don't know (won't let themselves believe?) that iOS is better in a lot of ways that would matter hugely to most users--if they knew.

And these people would certainly give high satisfaction scores to Samsung. Their standards are that much lower.
Score: 21 Votes (Like | Disagree)
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84 months ago
Wait a minute this is Samsung, they probably manipulated the figures.
Score: 21 Votes (Like | Disagree)
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84 months ago
I've just switched to a Note 3 from an iPhone 5. Frankly, I can't believe I left it this long. I can't put it down. Still like the iPhone, but the screen on this is just astounding.
Score: 17 Votes (Like | Disagree)

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