John Deere ranks highest in satisfying customers with walk-behind lawn mowers, according to
the J.D. Power and Associates 2008 Walk-Behind Lawn Mower Study.
The inaugural study measures customer satisfaction with walk-behind lawn mowers by examining four key factors (listed in order of importance): performance (including engine power, ease of starting and cutting effectiveness); maintenance (including durability and routine maintenance demands); warranty and price. The study is designed to provide information that helps customers with purchase decisions, as well as to assist lawn mower manufacturers in their efforts to improve customer satisfaction.
Among the 13 brands ranked in the study, John Deere ranks highest in customer satisfaction with a score of 790 on a 1000-point scale, demonstrating strong performance in three of four factors: performance, maintenance and warranty. Honda (778) and Toro (766) follow John Deere in the rankings also perform consistently well in the most important factors driving satisfaction. Lawn Boy, Husqvarna, Craftsman, Snapper, Black & Decker, and Troy-Bilt round out the results.
Very few walk-behind lawn mower owners -- less than one in 10 -- report experiencing a problem with their lawn mower. However, the incidence of problems varies widely from brand to brand. Among those owners who experience a problem, the three most common problem areas are the starting mechanism, the engine, and the drive system.
The study also finds that owners of gas-powered and electric walk-behind lawn mowers have satisfaction scores that are nearly commensurate -- averaging 742 and 737, respectively.
The study also finds that whether they are considering a gas-powered or electric lawn mower, many customers cite price as the most important consideration in their selection.
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