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Microsoft Surface Beats Apple iPad in J.D. Power 2017 U.S. Tablet Satisfaction Study [Chart]

Microsoft Surface Beats Apple iPad in J.D. Power 2017 U.S. Tablet Satisfaction Study [Chart]

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The Microsoft Surface has bested Apple's iPad for the first time in J.D. Power 2017 U.S. Tablet Satisfaction Study. The study measures customer satisfaction with tablets across five areas: performance (28%); ease of operation (22%); features (22%); styling and design (17%); and cost (11%).

With an overall satisfaction score among tablet owners of 855 (on a 1,000-point scale), Microsoft’s achievement is largely due to its top rankings in the features and styling & design factors.

“The Microsoft Surface platform has expanded what tablets can do, and it sets the bar for customer satisfaction,” said Jeff Conklin, vice president of service industries at J.D. Power. “These tablet devices are just as capable as many laptops, yet they can still function as standard tablets. This versatility is central to their appeal and success.”

Microsoft scored the highest in variety of pre-loaded applications, internet connectivity, and availability of manufacturer-support accessories. Surface owners have the highest incidence of accessory use including a stylus (48% vs. 27% industry average); physical keyboard (51% vs. 14%); and mouse (27% vs. 6%). Microsoft also scored highest in variety of input/output connectivity and amount of internal storage available.

The company also had the highest performance in three styling & design attributes: size of tablet; quality of materials used; and attractiveness of tablet design. Additionally it achieved the highest rating in the remaining styling & design attribute of location of non-display buttons/controls.

Notably, Microsoft had a higher proportion of younger customers than their competitors.

Following are some of the key findings of the 2017 Study:
● Satisfaction is rising: Overall customer satisfaction with tablet devices is 841, an increase of 21 index points from the 2016 U.S. Tablet Satisfaction Study—Volume 2, released six months ago.
● Driving the selection process: Lower price and past experience are the most commonly cited reasons for tablet selection among customers (22% each). Reputation is next at 19%.
● Size matters: The average screen diagonal among Microsoft customers is highest, at 11.8 inches. Satisfaction is 869 among customers whose screen diagonal is 10 inches or more vs. 850 among those whose screen diagonal is 8-10 inches and 824 among those whose screen diagonal is less than 8 inches.
● Data plans increase satisfaction: Nearly one-third (32%) of customers have a data plan with their tablet. Overall satisfaction among customers with a data plan is 863 vs. 834 among those without such a plan.

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Microsoft Surface Beats Apple iPad in J.D. Power 2017 U.S. Tablet Satisfaction Study [Chart]

Tim - April 6, 2017 at 9:35pm
I'm calling BS on this one.
odedo1 - April 7, 2017 at 12:37am
Then you are a fool!! even seen all the powerful beautiful new line of devices that Microsoft have just a few month introduced ( totally unbelievable ) and compare that to I believe the worst year ever for Apple devices like a stupid Mac Book Pro with no more power then the older MBPs an iPhone that can't connect to charge or to iTunes because of different USB connectors, a being brave statement of taking away the headphones plug from the iPhone but not being brave with the Mac Book Pro which kept the plug and a stupid touch strip which forces you to take your eyes off the screen instead of having it all on the screen itself and making it a touch screen like so many other laptops have done meaning that customers do want a touch screen which Apple saying that customers don't want it ( a cheap lie ) and an iPad that is really powerful which can run a full Apple OS X operating system that for years we have begged Apple to do the transition but they refused letting Microsoft take the lead with a full on computer on a tablet with awesome power and new inventions not to speak on their new huge touch screen beautifully made computer tablet which stands on a new patented metal leg that lets you position it anyway you feel like and draw with a pen like it's a painter canvas and a whole new mouse invention that's also amazing, you should go to Microsoft sight and check out their whole new line of devices and watch the videos. Also look how Apple are panicking suddenly out of nowhere only in the last few days we hear about new powerful Macs being developed for less money ( $1,000 cheaper then their older models ), even I myself couldn't wait for the new Mac Book Pro and after playing with it for about 2 weeks I returned it and went back to my older Pro which if you ask me and thousands like me who returned their new Pros and like me will say that the older one is more powerful and is not a dongle pro it got all the necessary connections like card readers USBs and on and on, so I hope that Apple learned something out of all that because they can't afford another year like that, even the new Apple Watch was nothing new just like the cheap built iPhone 7 which I'm typing this on is not as good as my older iPhone 6S the only good thing about my 7 is the GB256 memory but 3 years and I'm still holding an upgraded iPhone 6, it should be named 6S and I can go on but I'm tired and disappointed.
alan mishbre - April 7, 2017 at 3:46am
iHate for No Reason
SayingWhatEveryonesThinking - April 9, 2017 at 2:51pm
Anyone who thinks Windows is good is a fool. No way this study is real. Even iPhone satisfaction would rank higher than any Windows device. Anyway, Surface users would either be split to preferring a MacBook or iPad depending on what they want. They should've included MacBook satisfaction results to be fair. Same as tablets except no touch screen and have attached keyboard. Oh well, enjoy scanning for malware on your Surface. Don't forget to defrag and dive into your Registry whenever you have a problem. Good thing it's in tablet form so you can take those problems to bed with you.
Mr. Jet - April 10, 2017 at 1:43pm
you're an idiot