In order to assess customer satisfaction with Flymo products, Explain are commissioned to carry out an annual customer satisfaction survey at the end of every the summer season. Historically this survey has been carried out through the post, however following recommendations from Explain in relation to self-selection bias, this year the survey was carried out over the telephone.

Eight different lawnmower products were included in the survey and an equal number of surveys carried out for each product from our in-house call centre in South Gosforth. Telephone research has allowed further probing of information to better understand respondents’ satisfaction ratings and the reasoning around any dissatisfaction. Analysis is then carried out on each product individually as well as the hover collect and wheeled range.

Product satisfaction is tracked and compared with the results from previous years; however fluctuations have had to be considered with caution this year due to the change in the methodology. The research enables Husqvarna to pinpoint areas for development and tracking results allows measurement of the impact of any product changes after implementation. Husqvarna are therefore able to continually refine their product range to meet customers' needs as closely as possible.