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

nagromme said:
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.
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Don't take this personal but your friends or people you see in starbucks are not the true gauge of Android (or Apple). So many people want to stick their heads in the sand and believe that the world circles around just Apple.
 
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?
 
When Apple is the number one in these J.D. power surveys..

Beat it Samsung! We're number freaking one.
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However, when Samsung gets it.

They obviously manipulated it. It's J.D. Power, their credibility is well meh.
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I guess they count the Note series as tablets as well. I love the Samsung Galaxy Note. Flawed idea at first but the execution is great (apart from Android). Just like what Apple does. It's kinda rare a company does something actually right like Apple. (Hard drive MP3 player? A smartphone? A tablet?)

Samsung earned it. Since Apple released the new iPads just recently, I guess Apple will earn it back again with the big improvements.
 
Clearly the ranking system isn't very good if the spread between an iPad and Asus tablet is only 14 points. Really? An iPad is only 1.7% better than an Asus tablet? Nice try.
 
The rating that they are using is the Overall Rating to determine ranking, which is very standard in insights analysis, but I doubt .2% is statistically significant because they would need a very large sample size. I also don't feel that there are really good explanations as to which tablets are being rated. I have no problem with Samsung being rated number 1, but it doesn't show what tablet from Samsung is being rated number 1 or from Apple. That doesn't make a lot of sense to me. I also think the last round of tablets for Apple were less compelling, so I can understand the lower ratings because there were many people expressing disappointment the mini was not retina and that the retina iPad did not change it's form factor. I think the most recent update rectifies those issues. If they run the ratings again in the spring, I think we may have a different picture this year, but who knows.
 
This is a bit of a surprise as Apple usually easily wins these. It looks like cost is what put Samsung over the top. The new models won't address that but might improve perceptions of value.

However, this should make it abundantly clear to people who insist that Apple give all their display, chip, and SSD business to Samsung why they aren't. It makes no commercial sense to do so unless absolutely necessary. The two companies aren't about to "make nice."
 
Opspin said:
I might have spelled Samdung wrong a couple of times, seems there's a problem with my "s" key wireless apple keyboard
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No, I think you got it right. :)

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cdmoore74 said:
Don't take this personal but your friends or people you see in starbucks are not the true gauge of Android (or Apple). So many people want to stick their heads in the sand and believe that the world circles around just Apple.
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That's probably true. However, I do tend to see a lot more people with Apple devices than Android devices, whether I am in Starbucks or elsewhere.
 
AdonisSMU said:
What about the latest tablet? Why is it always a game of comparing Samsung's latest model that came out a few weeks ago to Apple's year old model? Ease of use...is one thing but Amount of use should be another thing. People who buy Apple products use them. It isn't enough to check mark the tablet box on their list of things they are supposed to have. I'm satisfied with the device but I won't actually use it. HUH??? Surely amount of use should be factored in.
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I agree but cost is a big factor in their ratings and Apple will always lose on cost.

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TNSF said:
Clearly the ranking system isn't very good if the spread between an iPad and Asus tablet is only 14 points. Really? An iPad is only 1.7% better than an Asus tablet? Nice try.
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A large part of the rating is cost.
 
KALLT said:
The press release indicates that the Samsung tablets only topped the iPads by a very narrow margin (835 to 833). However, it seems to suggest that the iPad tops the Samsung tablets in almost every category, except costs. How do they explain this difference?
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Thank you for digging beyond the headline. Clearly Samsung won solely because it was cheaper. Apple won in every other category.
 
bpcookson said:
Which category does Build Quality fall into? Styling and Design?

Are people surveyed after actually using the product or only after making the purchase?
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From the article:

based on experiences evaluated by 3,375 tablet owners who have owned their current device for less than one year.
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So it is possible they are new devices, i doubt they are brand new/havent been used
 
KALLT said:
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 seems to suggest that the iPad tops the Samsung tablets in almost every category, except costs. How do they explain this difference?
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Thanks for pointing that out!

The overview doesn't just "seem to suggest", it absolutely demonstrate that Apple dominated in every single category except "cost".

Samsung user - "I know this underperforms in all categories, but look how much money I saved!"
 
absurdamerica said:
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?
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Well, the article is about Samsung tablets and the guy was talking about his Note 3, so... :p ;)
 
byamabe said:
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?
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So i said i smell BS. That's just another case of twisting things to fit someones agenda.
 
nagromme said:
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.
Click to expand...

Exactly...exactly. Apple needs to create an ad campaign that highlights these strengths ASAP.
 
cdmoore74 said:
Don't take this personal but your friends or people you see in starbucks are not the true gauge of Android (or Apple). So many people want to stick their heads in the sand and believe that the world circles around just Apple.
Click to expand...

I fly all over the world and I see iPads everywhere. When I see a non-Ipad tablet I take notice because it doesn't happen much. I'd say its about 90% iPad and 10% not-iPad. Still not the best sampling rate, but just saying....
 
This is surprising. Yeah 835 is just slightly more than 833 and I don't understand how just the cost caused the difference. But still.
If this was for phones, it wouldn't had surprised me. But I always thought iPads wipe the floor with Samsung thingies.
 
So Apple gets 5/5 on every single category besides cost, while cost is the only category Samsung "beat" Apple, and that means they have a higher overall satisfaction rating?

Shouldn't satisfaction ratings be based on your experience using the product, not how much it initially cost you? If you chose to spend the money, then that means the cost likely didn't bother you. So I fail to see how cost could have factored so heavily in Apples customer satisfaction numbers.

Just doesn't make any sense. Samsung didn't get a single 5/5, yet somehow that equals a 5/5 for overall satisfaction. Ok. I think back on Planet Earth in reality, iPad customers enjoy their iPads a lot more than Samsung owners. Hence, why they tend to use their iPads a whole hell of a lot more than any other customers.
 
As I've learnt, at least 50% of the Android love/Apple hate (and even more so in terms of sales) is down to the fact that the consumer couldn't afford the Apple version and now defends their purchase choose to the nth degree to be just as a good if not better.

Also in the UK all the phone shops push their higher margin Android device with the line "you can do everything you can on an iPhone but its cheaper".

I know this doesn't cover ALL Android fans, but in my experience it does cover a lot of the average consumers who don't have the same need or desire as the power users who claim Android is better and more flexible (they are usually just stuck trying to do something simple)
 
KALLT said:
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 seems to suggest that the iPad tops the Samsung tablets in almost every category, except costs. How do they explain this difference?
Click to expand...

Anyone with a 2 year old brain can look at this and say "Samsungs tablet is better for people who like to pay less and get less. Apples tablet is still the overall best and you get what you pay for."

The rest is just sensationalism. But honestly, price should be weighed much less since this is a customer SATISFACTION survey. I'd be more satisfied with a Ferrari than a Ford, doesn't mean the Ford is better because I can get 6 of them for a Ferrari. You just get 6 less satisfying cars.
 
absurdamerica said:
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?
Click to expand...

To their point, the iPhone screen is way too small. I have an iPhone 5, love it, but the screen is just too small. If Apple goes to 4:3 and larger, say 5.5" screen size. I guess what the OP is saying, is that people would be happier for various reasons.

But yeah, doesn't really have anything to do with tablet, but Apple needs to ditch this very tall screen, and add some height and width.

Hopefully that is iPhone 6 and I will be first in line with a larger screen.
 
Millah said:
So Apple gets 5/5 on every single category besides cost, while cost is the only category Samsung "beat" Apple, and that means they have a higher overall satisfaction rating?
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Well you see it's impossible to create a tablet that is a pleasure to use, easy and fast yet cheap, ergo the survey can't be won by such product.
 
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