It was previously reported that a JD Power Tablet satisfaction survey strangely gave Samsung the top prize of being “best tablet.” If you take a look at the chart, you’ll notice that Apple’s iPad bested Samsung tablets in every single category except for cost. You do have to keep in mind that each category is given the same weight except for cost apparently. It was also strange that Samsung managed to attain a 5/5 score in overall satisfaction while failing to receive a 5/5 in any of the new metrics used to compute that final score.
Naturally, after seeing the results, many eyebrows were raised. After several people reached out to JD Power asking for some much-needed clarification, JD Power responded by saying the following:
It's important to note that award is given to the brand that has the highest overall score. In this study, the score is comprised of customer's ratings of five key dimensions or factors. To understand the relative rank of brands within each of these five dimensions we provide consumers with PowerCircle Rankings, which denote the brand that has the highest score within each factor regardless of how much higher their score is. In the case of Apple, although they did score higher on four out of five factors measured, its score was only marginally better than Samsung's. At the same time, however, Apple's score on cost was significantly lower than that of all other brands. As such, even though its ratings on other factor was slightly higher than Samsung's, Apple's performance on cost resulted in an overall lower score than Samsung.