HP Soap Opera starring the TouchPad


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Tablet’ Market Segment update

The last month was full of action if you follow the tablets market segment. HP first started the price discounting to “gain market share” and then dropped the “bomb” of discontinuing the TouchPad they introduced only 42 days before. The judgment is still out whether we witnessed results of really agile decision making or an example of exceptionally bad corporate self-distraction. The initial stock market reaction seems to support the latter hypothesis, and current history of HP boardroom soap opera episodes provides enough clues. The new CEO apparently wants the company out of consumer products businesses.

There is an update – It appears the decision produced a shark bait effect and caused a number of class action suites on behalf of shareholders.

In this installment of online market research update, I would like to explain the process we follow to generate these reports.

We start at the Product Reputation screen and enter name/model of a tablet and click the “Submit” button. When the metrics for the entered tablet show up on the right side of the screen, we click on the “Compare with other products” button to expose all tablets in our database.

At this date, we monitor customer generated content for 32 tablets and the Market Intelligence report will show their reputation which is calculated by processing the text of customer reviews with our opinion mining software. Keep in mind that no questions were asked about their experiences and no customer was ever contacted by us to solicit their opinions. Surveys are not our business!

We use the “Customize your report” button to select only the tablets that were updated (new customer reviews were published online) within the last 30 days and have greater than 25 customer reviews published. The total number of reviews analyzed is 9,003. The result of the customization is displayed below. Please note that the metrics are calculated on all aggregated reviews published by the customers from the time a tablet became available for purchase.

We export the CSV file and generate WoM (Word of Mouth) Share chart and Trend based on the exported data. Not surprisingly, Apple iPad earns the largest share of customer feedback at 17%, although the number is much smaller than its market share and substantially dropped from 35% only two months ago.

To discover what attributes of their customers’ experience are important, to measure how important these attributes are to the customers, and what the difference between their expectations and their experiences with each attribute is, we focus on five of the most reviewed tablets for a more detailed Customer Intelligence Analysis.

We use a two-point scale to visualize that difference.

0=unacceptable / 1=experience meets expectations / 2=delighted

Customers “say” that Usability (11.64%), Reliability (11.32%), Quality of Construction (9.5%) and Display (5.4%) are the most important attributes of their experience with the tablets. While all participants are providing Usability experience well above their customer’s expectations, HP TouchPad and Apple iPad 2 are the leaders in this category. Motorola and Toshiba are considered the most “reliable” tablets by their customers, while Samsung Tab continues to struggle.

Here is the access to the tablets’ online marketing research dashboard that allows to see actual customer’s feedback if you click on a specific bar.

The last chart I would like to offer depicts customer affinity for tablet’s operating system and despite all brouhaha about the TouchPad, WebOS still earns the highest score from its customers.

Republished with author's permission from original post.

Gregory Yankelovich
Gregory Yankelovich is a Technologist who is agnostic to technology, but "religious" about Customer Experience and ROI. He has solid experience delivering high ROI projects with a focus on both Profitability AND Customer Experience improvements, as one without another does not support long-term business growth. Gregory currently serves as co-founder of https://demo-wizard.com, the software (SaaS) used by traditional retailers and CPG brand builders to create Customer Experiences that raise traffic in stores and boost sales per customer visit.


  1. Maybe people are happy with Touchpads because a lot of people had them for so cheap.

    If you are getting a $500 slab of kit for a fraction of that price you would be very happy I would imagine.


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