Yesterday we reported how Apple’s iPad had regained #1 spot in tablet customer satisfaction after ceding it to, of all outfits, serial counterfeiter Samsung, during J.D. Power’s last survey (2013 – Volume 2) released in October 2013.
Why did this happen? As usual, it’s in the fine print.
J.D. Power’s survey results are based on experiences evaluated by 2,513 tablet owners who have owned their current device for less than one year and measures satisfaction across five categories, each of which are weighted by J.D. Power.
Here are the weights J.D. Power applied to each of their U.S. Tablet Satisfaction Studies.
J.D. Power U.S. Tablet Satisfaction Studies’ category weighting:
• 2012 Inaugural U.S. Tablet Satisfaction Study – Apple #1
– performance: 26%
– ease of operation: 22%
– styling and design: 19%
– features: 17%
– price: 16%
• 2013 – Volume 1 – #1 Apple
– performance: 26%
– ease of operation: 22%
– styling and design: 19%
– features: 17%
– cost: 16%
• 2013 – Volume 2 – #1 Samsung
– performance: 26%
– ease of operation: 22%
– styling and design: 19%
– features: 17%
– cost: 16%
• 2014 – Volume 1 – #1 Apple
– performance: 28% (+2 percentage points)
– ease of operation: 22% (unchanged)
– features: 22% (+5 percentage points)
– styling and design: 17% (-2 percentage points)
– cost: 11% (-5 percentage points)
We have questioned J.D. Power why they now consider “performance,”, “styling and design,” and “features” to be more important and why “cost” is less important to them than before, but have not received a response as of publication time. We will update this article with the company’s response when/if we receive one.
Related articles:
J.D. Power: Apple iPad regains #1 spot in tablet customer satisfaction – May 7, 2014
J.D. Power jumps the shark: Ranks Samsung tablets better than iPad entirely due to cost – October 31, 2013
J.D. Power: Apple iPad ranks highest in tablet customer satisfaction for second consecutive time – April 28, 2013
J.D. Power: Apple iPad ranks highest in tablet customer satisfaction – September 13, 2012
J.D. Power: Apple ranks highest in smartphone customer satisfaction for 9th consecutive time – March 21, 2013
So JDP got caught fudging numbers and is forced to republish? If true, JDP needs to answer these questions.
They thought they could use the same questions they had for cars and trucks I guess.
You know, because it’s the same thing right?! It can get you from point A to B.
Retarded. haha
J.D. Power is an obsolete 20th century shill-for-hire.
“Although publicly known for the endorsement value of its product awards, J.D. Power obtains the majority of its revenue from corporations that seek the data collected from J.D. Power surveys for internal use.[1] Companies which have used J.D. Power surveys range from automotive, *cellphone*, and computer manufacturers to home builders and utility companies. To be able to use the J.D. Power logo and to quote the survey results in advertising, companies must pay a licensing fee to J.D. Power”
It says it right on their Wikipedia page. i.e. Shill-for-hire
Who do you think funds surveys? You? Your mommy? Market surveys — whether done by for-profit surveyors, universities, or non-profit entities — are funded by companies that have something to sell. That’s the way it’s always been. If you’re accusing JD Powers of rigging the surveys to drive a particular outcome, then by all means show us your proof. Unit then, spare us your conspiracy theories. JDP is no less reliable than any other survey company.
You’re a gullible nitwit if you think JDP isn’t rigging surveys specifically to suit their paying clients.
Are you suggesting samsung would pay someone to tell them their products are worthless crap? They already know that. Why the hell would they need external confirmation? Perhaps you should get a personal JD Power survey of your intelligence. If you pay them enough they’ll get you into mensa.
I love Apple. I haven’t dealt much with them in terms of customer service, but I’ve had to the past two weeks because of the announcement of Apple repairing sleep/wake button on iPhone 5. My iPhone 5’s sleep/wake button is pretty much dead, only working randomly. Anyways, I phoned Apple almost 2 weeks ago. The rep told me she made a repair ticket and a box would arrive Monday or Tuesday. I phoned on Saturday.
I didn’t expect the box to arrive that quickly and well, it ended not arriving at all.
Not realizing at the time that I could track what’s going on with my repair status, I phoned Apple on Monday. Turns out, the repair was cancelled and I wasn’t informed. The rep on the phone with me the first time set up the repair incorrectly. Why wasn’t I notified? I was waiting on something that was never gonna come.
I was told to contact them if it didn’t arrive by Friday. Sure enough it arrived today (Thursday). As a matter of fact, I got two boxes. One for the cancelled repair and one for the active repair.
Upon opening the box, I was a bit confused. There was no return label. Only a UPS label saying ship to my address.
I put my phone in, followed the instructions on the paper in the box and decided to call Apple again, this time regarding shipping label.
Turns out, they forgot to send me a return shipping label, not once, but twice! Since I somehow received the cancelled repair box the same time as the active repair box.
Thankfully, the rep contacted the appropriate department and they emailed me a return shipping label.
Too many errors on their part. I love Apple, but this makes me scratch my head.