Apple products usually win in customer satisfaction surveys, but this time around Samsung managed to come out on top.
Apple has been dethroned from the top of J.D Power’s tablet satisfaction survey, according to a recent release by the consultancy.
This is the first time Apple has not won in this survey in over two years. Samsung was the only manufacturer to net a better score since the last survey, which was conducted in April. Samsung’s score went from 822 to 835, and has barely edged out Apple’s score of 833. Amazon came in third at 826 points on a 1,000 point scale. Samsung has been on a tear lately, and has posted its highest quarterly profits last quarter. The launch of tablets like the Galaxy Tab 3 and the Galaxy Note 10.1 2014 Edition has worked out in the favor of the South Korean manufacturer.
J.D. Power says 59 percent of tablet buyers purchase their device at a store, while 41 percent buy the devices online. It has been found that buyers purchasing online have a better overall experience (8.5 on a scale of 10) against consumers buying at a store (8.3). Online customers also have a higher satisfaction score for in terms of the pricing of the tablet (7.8 vs. 7.5).
The study was conducted on 3,375 tablet owners from March to August and measured consumer satisfaction across five key segments: performance (26 percent); ease of operation (22 percent); styling and design (19 percent); features (17 percent); and cost (16 percent). The survey found that half of the customers who were looking to buy a tablet device sought recommendations from friends and family, while 49 percent gathered the relevant information from the manufacturer website.
Source: J.D. Power