Samsung tops J.D. Power tablet satisfaction survey despite Apple's higher score

Well this is a bit odd. J.D. Power came out with the results of its 2013 Tablet Satisfaction Study and published a press release with the headline: "Samsung Ranks Highest in Owner Satisfaction with Tablet Devices". When looking closely at the numbers provided in the study though, it doesn't look like Samsung ranked highest at all.

The survey results indicate that for the first time, Samsung received the highest ranking for satisfaction among all other tablet makers including Apple. The final scores on a 1,000-point scale were 835 for Samsung and 833 for Apple, but J.D. Power doesn't indicate in much detail how it specifically gets to those numbers. Now for the weird part. On a chart where the numbers are broken down, it looks pretty obvious that Apple actually tops satisfaction, not Samsung.

With tablet ratings broken down into five categories — performance, ease of use, physical design, tablet features, and cost — Apple scores a perfect five out of five in four of the categories. Under cost, it scores two out of five, for a grand total of 22 stars. Samsung scores only 18 stars across the same categories. In fact, the only category Samsung comes out ahead of Apple in is cost, where it receives two more stars. The weight of cost in the survey is only 16 percent. Obviously that's not giving Samsung the boost it'd need to logically score highest, so what is?

Are there components of the study in favor of Samsung that simply aren't being publicly released? Did Samsung somehow get J.D. Power to bend the truth a bit? There's quite a few questions at this point, but one thing is clear: based on the information given, Samsung did not rank higher than Apple in tablet customer satisfaction as J.D. Power claims.

Source: Fortune | Image via J.D. Power

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What I would like to know is which Samsung Tablet got the most overall replied. IMO, the Galaxy Tab (All models) suck. They are all cheap feeling and only the last Tab 10.1 looks ok.

Now if they weer specifically talking the Note tablets, then most certainly they are the best tablets ever. The Wacon Digitizer and the fact Samsung actually made apps to use it, makesit great. Other features like a higher resolution vs the iPad on the latest model, more RAM, fastre and more useful CPU features like 4 cores that are low powered for standard tasks, and highend cores for extensive tasks, the use of more apps on the screen instead of one at a time and more.

The Note is a true powerhouse. The iPad is good for games and watching some movies. But since most movies are 16:9 and not 4:3, I prefer the Note.

I thin Samsung should just drop the Tab and just concentrate on the Note and it would overall best the iPad by a lot. They simply need to really show what the Note can do side by side with the iPad.

Edited by Hi_XPecTa_Chens, Nov 4 2013, 5:01pm :

Why does it say Apple (iPad) and Amazon (Kindle), when all Apple tables are iPads, and Amazon tablets are Kindles?

On the other hand, Asus and Acer make both Windows, Windows RT and Android tablets, and they have tablets at all sorts of price points.

Surface 2 - Satisfaction 4, Performance 5, Ease of Use 5, Physical Design 5, Tablet Features 5, Cost 3

"Samsung tops J.D. Power tablet satisfaction survey despite Apple's higher score" - Samsung controlling the media again?

My issue is that prices don't seem *that* drastically different between Samsung and Apple. From a quick look on Amazon, I'd estimate a $100-$150 difference - definitely not insignificant, but I wouldn't think it would be the difference between 2 and 5 stars.

An off the cuff search reveals a Samsung can be had for under 300, while a decent iPad is nearly double the cost, so for some it does add up.

can read it like "if you take price out of consideration" then ipad is tops...

i don't think price should be a factor in satisfaction... but do see how some (dependent on view point) can factor it in.

What makes you think Samsung didn't rank highest in overall satisfaction. If you're weighting the 5 other categories, sure. But if you asked flat out "on a scale of 1 to 10, how satisfied are you with product X", the results don't have to match the results of the 5 other categories, no matter how they are weighted.

rfirth said,
What makes you think Samsung didn't rank highest in overall satisfaction. If you're weighting the 5 other categories, sure. But if you asked flat out "on a scale of 1 to 10, how satisfied are you with product X", the results don't have to match the results of the 5 other categories, no matter how they are weighted.

+1

I think the Asus's rating is a little low. Asus tablets are very nicely built, have nice features and very good performance also. I would also say they are almost near the quality of Apple.

Lone Wanderer Chicken said,
I think the Asus's rating is a little low. Asus tablets are very nicely built, have nice features and very good performance also. I would also say they are almost near the quality of Apple.
Agree LWC. Loved my original Transformer and Transformer Prime.

Lone Wanderer Chicken said,
I think the Asus's rating is a little low. Asus tablets are very nicely built, have nice features and very good performance also. I would also say they are almost near the quality of Apple.

I'd agree too considering how good the new Nexus 7 is.

While I know nothing of JD power, I guess someone at Fortune doesn't understand the concept of weighting.

Lies, damn lies and statistics.

JD Power is honestly a bull**** company to be honest. How does something with less ratings have more points. There was a huge argument about this math on The Verge.

Mr.XXIV said,
JD Power is honestly a bull**** company to be honest. How does something with less ratings have more points. There was a huge argument about this math on The Verge.

because more weight is given to price then to some of the other categories..

I think its pretty legit.. if you want the best and could care less about money then get the apple.. if you want the all around best for the price then get the Samsung.. pretty simple for the average person..

i own both and use both a lot (galaxy Note 10.1 & iPad 3) and would say that the iPad is the better of the two tablets, the samsung is a little too plastic and there are various slow downs, nothing show stopping but more annoying when using different apps including the built in samsung touchwiz stuff.

My Surface 2 beats both in usability and versatility. People just need to use it. A colleague of mine who is an android lover picked up a Surface 2 and he can't stop saying how much better it is to his iPad and his Nexus.

coderchi said,
My Surface 2 beats both in usability and versatility. People just need to use it. A colleague of mine who is an android lover picked up a Surface 2 and he can't stop saying how much better it is to his iPad and his Nexus.
I played with the Surface 2 for about an hour in Best Buy. I wanted to see if it was any different performance wise compared to the original Surface. I couldn't see a difference. There was still no compelling reason to switch from my beautiful iPad or Android device. A coworker has the original Surface in her desk drawer that I've played with extensively. The Surface just doesn't do it for me yet. The iPad is versatile enough for most users. I believe you mentioned using the Pro and still don't understand why you keep comparing the Pro with other consumption tablets. Please stop comparing your laptop with other tablets!

JHBrown said,
I played with the Surface 2 for about an hour in Best Buy. I wanted to see if it was any different performance wise compared to the original Surface. I couldn't see a difference. There was still no compelling reason to switch from my beautiful iPad or Android device. A coworker has the original Surface in her desk drawer that I've played with extensively. The Surface just doesn't do it for me yet.

are you insane? the performance difference between Surface 2 and Surface RT is night and day. The improvement makes all the difference.

Also, the iPad is not the only beautiful device. The Surface is beautiful too.

FalseAgent said,

Also, the iPad is not the only beautiful device. The Surface is beautiful too.

And so is the Samsung, quite frankly.

Raa said,

And so is the Samsung, quite frankly.

I personally don't like how the Galaxy Note Tab looks, especially with the Menu button, (PHYSICAL) Home button, and Back buttons at the bottom, it's horrible...even the new Tab with the Faux stitched leather on the back, seriously, Samsung seems lost in their own design language. But that's just me. For me, beautiful Android tablets would be Sony's Xperia tablet and the Nexus 10.