Price matters: Samsung slips past Apple in tablet customer satisfaction

Summary:Samsung improved across all five factors J.D. Powers followed, but improved on cost for the win. The overall score: Samsung 835 on a 1,000 point scale to Apple's 833.

Samsung nudged out Apple in customer satisfaction at least in part due to pricing, according to J.D. Power.

J.D. Power's latest tablet satisfaction rankings put Samsung at a total score of 835 to Apple's 833. Samsung improved across all five factors J.D. Powers followed, but improved on cost for the win. J.D. Powers last ranked tablets in April.

Samsung's margin of victory was so slim you could basically call it a tie, but the perception that Apple's iPad is more costly is notable. For larger screen sizes, Apple and Samsung tablets are roughly the same, but the Korean electronics giant also has more lower-priced entries like the 7-inch Galaxy Tab that'll cost you less than $200. 

Here's a look at the five factors:

jd power tablet rankings1
jd power tablet rankings2


Apple scored well on performance and ease of operations. Among the other key findings:

  • 59 percent of tablets owners buy a device in store and 41 percent go online.
  • Online satisfaction for a tablet purchase was 8.5 on a 10-point scale to 8.3 on a 10-point scale for store purchases.
  • Overall tablet satisfaction was 821.
  • Half of consumers rely on recommendations from friends, colleagues and family.

Topics: Mobility, Apple, Samsung, Tablets


Larry Dignan is Editor in Chief of ZDNet and SmartPlanet as well as Editorial Director of ZDNet's sister site TechRepublic. He was most recently Executive Editor of News and Blogs at ZDNet. Prior to that he was executive news editor at eWeek and news editor at Baseline. He also served as the East Coast news editor and finance editor at CN... Full Bio

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