Apple edges out Microsoft for the top spot on J.D. Power's 2016 Tablet Satisfaction Study

Apple edges out Microsoft for the top spot on J.D. Power's 2016 Tablet Satisfaction Study
It was a real dogfight to determine which manufacturer would win the J.D. Power Tablet Satisfaction Study for 2016, Volume 1. At the end of the day, it was Apple on top with a score of 830 and a full five Power Circles. Microsoft finished second, just one point behind Apple with a tally of 829. Like Apple, Microsoft received all five Power Circle points.

Only two other manufacturers scored above the survey average of 816. Those two were Samsung (822, four Power Circle points) and Amazon (816, three Power Circle points). Four manufacturers came in under average:  HP (809, three Power Circle points), LG (794, two Power Circle points), Acer (789, two Power Circle points) and Asus (785, two Power Circle points).

J.D. Power ranks the satisfaction rate of tablet manufacturers by examining five different factors. Customer satisfaction with the performance of the tablet is 28% of the score. That is followed by customer satisfaction over the ease of a tablet's operation (22%). The remaining three factors are features (22%), styling and design (17%) and cost (11%). Apple ranked higher than average in all of these sectors except for cost. Microsoft scored high in the features and styling and design categories, while Samsung scored above average in styling and design.

Interestingly, with a score of 827, hybrid slates scored 11 points higher on average for customer satisfaction than non-hybrid tablets. That is because these devices can have a physical QWERTY attached allowing them to function as both a notebook or tablet. Other interesting tidbits from the survey revealed that users of a tablet made by a high-scoring brand tend to stick with that brand for their next tablet purchase. Of those whose previous tablet was an iPad, 80% replaced their older model with another iPad. Samsung, with a repurchase rate of 57%, was next.

Overall average tablet satisfaction of 816 was two points higher than the last such study (2015 Tablet Satisfaction Study-Volume 2), which is now six months old.


source: J.D.Powers via MSPoweruser

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34 Comments

28. TechieXP1969

Posts: 14967; Member since: Sep 25, 2013

The iPad outscored the Surface? In what exactly? The Surface is not a tablet, it's a PC. Anyone who would ever compare a Surface, to an iPad, Galaxy Tab, Galaxy Note(tablet) or any ARM based tablet whatsoever, is as stupid as a box of rocks. ARM based tablets cannot even compete against AN device using x86 hardware. I don't care who won. The problem is the Surface isnt even in the same league. ARM tablets are all Little League Players, while the Surface is the Pro Leagues. J.D. Power, I will never take you serious! The iPad beating the Tab, or Note; I have no issue with. But the Surface being compared in the same group is crazy.

33. Crispin_Gatieza

Posts: 3205; Member since: Jan 23, 2014

Tablets are a form factor. Get it?

38. TechieXP1969

Posts: 14967; Member since: Sep 25, 2013

DUH. The iPod Touch ans the iPhone share the same form factor, would you call the iPod Touch a smartphone?d you consider them the same? If you ask customers their satisfaction in using a pencil and ask the same group about a pen its obvious they won be equally satisfied. We are talking 2 types of customers being asked to survey and give results. They both should have shared an equal win between 2 different groups. Both users would have a different standpoint on the answers because both devices are not identical. In a customer satisfactions survey, you have to ask questions that would be specific to that device. Thought many of the question would be equal for both, there are things that would be specific to the Surface that woudlnt apply to an iPad and thus the question couldnt be answered equally's.

39. MrElectrifyer

Posts: 3960; Member since: Oct 21, 2014

I agree with most of what you said, but regarding this part: "DUH. The iPod Touch ans the iPhone share the same form factor, would you call the iPod Touch a smartphone?d you consider them the same?" Technically, no, the iPod and iPhone aren't the same form-factor. A SmartPhone ( http://bfy.tw/5eaW ) requires the features/capabilities of a cellular phone (cellular antenna, ear piece, and dialer), which is provided only by the iPhone. You could consider the iPod Touch as a Smart MP3 player, but that's technically a sub-part of every SmartPhone today.

35. MrElectrifyer

Posts: 3960; Member since: Oct 21, 2014

Oh, so you weren't kidding with your comment above. Here's some insight: As Crispin_Gatieza implied above, Tablet ( http://www.dereferer.org/?http%3A%2F%2Fbit%2Ely%2F1DRAZg2 ), Laptop ( http://www.dereferer.org/?http%3A%2F%2Fbit%2Ely%2F1AfkbP4 ), and Desktop ( http://www.dereferer.org/?http%3A%2F%2Fbit%2Ely%2F1acSmMs ) are all just form-factors of a PC (Personal Computer, http://www.dereferer.org/?http%3A%2F%2Fbit%2Ely%2F1ILe2go ), they barely define the functionality of the device. That is mostly done by the OS (Operating System). Also, Mobile ( http://www.dereferer.org/?http%3A%2F%2Fbit%2Ely%2F18v2csf )/Desktop ( http://www.dereferer.org/?http%3A%2F%2Fbit%2Ely%2F1GlEgqh ) OS just refers to the form-factor for which the OS was designed/optimized to be run on. It has NOTHING to do with how functional/bastardized the OS is. That is why we can have bastardized Desktop OSs like Chrome OS on Chromebooks, and versatile Mobile OSs like Windows 8.1.1/10 (both of which are 2-in-1 OSs) on Tablets like the Surface. To make a true (non-bastardized) 2-in-1, requires both a versatile 2-in-1 OS and versatile 2-in-1/3-in-1 Hardware. Which is what is offered by the Surface Pro line. It being extremely versatile doesn't make any less of of a Tablet (with the keyboard detached). That said, never took JD power's rating seriously. I don't know where they get this "satisfaction" rating from, or who takes the survey for that matter, and I'd be anything but satisfied with a toyPad, and never was I satisfied with stock iOS through out my over half a decade of using iPhones, always had to be jailbroken to be worth using.

27. AmashAziz

Posts: 2934; Member since: Jun 30, 2014

I would myself have voted the highest for Apple in all four categories except cost. I really do think the new iPads need to be cheaper at each price tier. For example, Apple could have easily gone with a 32gb iPad pro (9.7) starting at $399, or $449 at max. That could have resulted in slightly less profits but with the advantage of more customer satisfaction, I bet on that!

20. Freeza

Posts: 95; Member since: Apr 03, 2016

One bloody point. #clickbait

14. kiko007

Posts: 7526; Member since: Feb 17, 2016

You Apple haters really need lives. Seriously, this much vitriol towards any one company is.... "unnatural" to say the least. We get it, all your teenage friends don't want Android, fine. But spamming nonsense only makes you look like a troll with little to no self-awareness. No one here gives a s**t about your opinion, and they sure as hell ain't click that "suspicious" looking link you put here. Good day sir.

10. ibend

Posts: 6747; Member since: Sep 30, 2014

that title and article should explain that this is "U.S SATISFACTION STUDY" what a clickbait -_-

9. Quduz

Posts: 84; Member since: Aug 18, 2015

If apple launches a phone names I-DUMB, I-sheeps will still buy it thinking that apple has invented a new mobile with some unique DUMB technology

13. kiko007

Posts: 7526; Member since: Feb 17, 2016

Want some cream for that butthurt?

7. darealist

Posts: 107; Member since: Feb 25, 2015

We just want a Surface Pro in phone size. Make it happen.

24. grbrao

Posts: 294; Member since: Nov 23, 2012

Just wait for 2017, surface phone is on its way............

1. SIGPRO

Posts: 2819; Member since: Oct 03, 2012

Surface tablet's are way better than the iPads! Ipads are a shame next to the Surface Pro's!

2. twens

Posts: 1192; Member since: Feb 25, 2012

Well there scoring for user satisfaction so the better tablet doesn't come to play here. We all know surface is on a different level tho.

3. Mxyzptlk unregistered

Surface is for extreme productivity and people who are deeply integrated into Microsoft.

6. 87186

Posts: 312; Member since: Aug 01, 2014

Extreme productivity? Deeply integrated? I think its for people who just want more flexibility. Maybe I want to use simple software like Audacity and transfer .wav files to my exFlash...? You make it seem like it only suits designers, engineers, and programmers.

8. AppleVersusAndroid unregistered

You are absolutely right. But, what many users on this website fail to realize or completely forget is that most people do not need anything more specialized than an iPad or iPhone. That is why Apple has been so successful.

25. MrElectrifyer

Posts: 3960; Member since: Oct 21, 2014

Most people don't need anything more than a flip phone and pen+paper. We're not talking needs here, we're talking wants, and most want more flexibility.

19. Crispin_Gatieza

Posts: 3205; Member since: Jan 23, 2014

Deeply integrated into Microsoft? In other words, 90% of the computer-owning world. Think like an adult, iPads run apps and Surface runs PROGRAMS.

30. TechieXP1969

Posts: 14967; Member since: Sep 25, 2013

Apps are programs.

31. Crispin_Gatieza

Posts: 3205; Member since: Jan 23, 2014

A computer program is a set of instructions that can be executed on a computer. An application is software that directly helps a user perform tasks. Not so "Techie" are you?

36. MrElectrifyer

Posts: 3960; Member since: Oct 21, 2014

Actually, he's correct here, an application is also a set of instructions (code) that can be executed on a computer (regardless of form-factor). It really has NOTHING to do with how bastardized or advanced the software is. There are bastardized/limited programs like Open Office, just like there are bastardized apps like Microsoft's Windows Store/Google Play/iOS AppStore versions Office. There are also advanced apps, like Tablet Pro on the Windows Store, just like there advanced programs, like the full Office 2016 suit; which actually works flawlessly for both Mouse/Keyboard ( https://db.tt/KRwvLvA1 ) and Touch ( https://db.tt/fckJaLQ6 ) when you switch to Tablet mode via Continuum.

40. sgodsell

Posts: 7688; Member since: Mar 16, 2013

Clearly you are an ignorant person. Crispin_Gatieza. Apps are programs. Developers code in languages like C/C++,Java,JavaScript, HTML5, and more to make these apps. Only a complete moron would ever think that an app is not a program.

41. Crispin_Gatieza

Posts: 3205; Member since: Jan 23, 2014

Yes, but apps are not programs. Remember the old adage - all poodles are dogs, but not all dogs are poodles. I feel sorry for Millennials getting the shaft on today's shi**y education systems.

29. TechieXP1969

Posts: 14967; Member since: Sep 25, 2013

But the Surface isn't a tablet.

32. Crispin_Gatieza

Posts: 3205; Member since: Jan 23, 2014

What is it then? A toaster? It's not a laptop or a netbook since the keyboard is purchased separately and it ain't a desktop. The Surface Book is marketed as such due to its integral keyboard. Just felt like trolling some huh? At least you didn't make your errant posts 15,000-word doctoral dissertations like you usually do.

37. TechieXP1969

Posts: 14967; Member since: Sep 25, 2013

The Surface is a Windows PC. Just like the Mac isn't a PC per Apple. Right? I have a Surface Pro 4. Its not a tablet. It is a full Windows PC in a similar form factor. Would you call the iPod Touch a smartphone? No, its a music player that simply shares the iPhones form factor. But you wouldnt call the iPod Touch a smartphone. Would you? The Surface is a hybrid PC. So because the keyboard isnt attached, that is the only definition of a tablet? If I take a keyboard away from a desktop computer, does it make it any less one? What you are missing is simple. Both devices are not in the same category, thus you can not generalize the users as equal. Users pf the iPad are not the same as the Surface users. ARM tablets are pretty much identical in looks and functions. The Surface shares a look and shares functions only at the base level. The keyboard had nothing to do with it. The keyboard is an accessory not a necessity. The Surface isn't a laptop or a tablet because its both at the exact same time. Microsoft's customers are PC users. The customer satisfaction rate isnt going to be equal. the keyboard doesnt add or take away any benefits of either the iPad or the Surface. But a keyboard is way more useful o a Surface vs the iPad.

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