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Following its report last month on smartphone customer satisfaction in which Apple ranked first, J.D. Power is out today with its study on tablet satisfaction and is once again ranking Apple highest overall. Apple comes in first followed by Samsung, while Asus, Amazon, and Acer fall in line below the study’s average:
Apple ranks highest in overall satisfaction with a score of 830 and performs highest in all study factors except cost. Samsung ranks second with a score of 822 and achieves above-average scores in the features, styling and design, and cost factors.
J.D. Power notes that a decline in the overall price of tablets has resulted in a decline in overall satisfaction. Apple, however, avoids that by ranking highest in every category except price. The report also provided some other findings on tablet sales, purchasing habits, and brand loyalty for September 2013 to February 2014 when the study took place. expand full story
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Update: See bottom of the piece for JD Power’s partial explanation
“Samsung Ranks Highest in Owner Satisfaction with Tablet Devices” was the headline on JD Power’s latest U.S. Tablet Satisfaction Survey, with the above table showing that Samsung taking the lead from Apple by two points.
Yet when you look at the ratings that make up the individual scores, as Fortune did, that isn’t what they show at all. The six scoring categories are Overall Satisfaction, Performance, Ease of Use, Physical Design, Tablet Features and Cost. Samsung beats Apple in exactly one of those categories: cost … expand full story
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We’re used to seeing Apple at the top of customer satisfaction surveys– it even promotes its multiple JD Power wins as the highest ranked smartphone and tablet on its website. However, the latest numbers from the American Customer Satisfaction Index has Samsung taking the lead from Apple, at least when it comes to smartphones.
In May, the ACSI report, which surveys over 70k US consumers, showed Apple continued its lead for customer satisfaction, but Samsung was quickly closing the gap. The new ACSI report covering only smartphones shows Samsung has since been able to surpass iPhone thanks to strong scores from its Galaxy S III and Note II:
Samsung’s flagship model for 2012, the S III, receives an ACSI benchmark of 84 (on a 0 to 100 scale), beating Apple’s iPhone 5 at 82, the company’s most recent smartphone offering. Another Samsung model, Note II, shares the top of list at 84. Galaxy S4 is not included because the ACSI study was fielded just prior to its launch.
Apple still takes the top spot in many countries, including Samsung’s home territory, and also continues to lead in overall customer satisfaction outside of the smartphone category:
While U.S. customers give Samsung’s smartphones the top scores, Korean consumers prefer Apple. According to the National Customer Satisfaction Index (NCSI) in South Korea, which uses the same technology as the ACSI, the iPhone 5 has higher customer satisfaction than Galaxy S III… Unlike Apple, which has a smartphone-only lineup, Samsung offers both feature and smartphones. At 76, Samsung continues to lag Apple for overall customer satisfaction. Nevertheless, the company’s 7% gain in 2013 is a clear reflection of the strength of Galaxy S III.
Another somewhat surprising result today, and one T-Mobile’s John Legere definitely won’t be happy about, is JD Power’s 2013 wireless customer service satisfaction survey. Coming out on top for the first time is AT&T, ranking the highest in customer service and many other categories in the survey, and followed by Verizon, Sprint, and T-Mobile: expand full story