Treadmill Doctor Reveals the Intriguing Findings of Customer Service in the Fitness Equipment Business Evaluation Study

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The revealing findings of the new study on customer service in the fitness equipment business are presented by Treadmill Doctor. The brands are ranked according to their Better Business Bureau (BBB) rating and the Treadmill Doctor complaint score combined providing useful insights.

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Due to our unique perspective being mainly a repair and parts company for the fitness industry, we get to see the gears of the business work. We know what is breaking and what is not.

Treadmill Doctor has a tradition in presenting the revealing results of the treadmill and elliptical model evaluation study. This year, Treadmill Doctor began a new focus on customer service. And this year the results are intriguing.

The company's website receives more than 3.5 million visitors per year aiming at their published reviews of different treadmills and ellipticals. The results of the study are always a great help for consumers looking to purchase a treadmill.

As Clark Stevenson, President at Treadmill Doctor, explains “When we just started 15 years ago, people wondered who was giving advice and wanted to know if they could trust us. A great point of today is that if someone is running some type of "game" the Internet doesn't let the "game" survive for very long. We have seen several hucksters come and go over the years and nowadays if you want to know the real truth, you can find it out.”

The methodology of the study, first of all, included the Better Business Bureau (BBB) rating searched thoroughly by Treadmill Doctor executives. For companies that were not rated by the BBB they used their own experience with consumers and compared it to the actual complaints they received. After comparing the result with the BBB registered complaints, a score was provided.

Then, they calculated the volume sold per brand in order to measure how many complaints they received compared with their volume. Moreover, they took into account the number of complaints they received per brand over a 3 year period. This is the basis for the calculation of the complaint score.

The formula for achieving the final score was heavily influenced by the BBB rating together with the other attributes and features taking into consideration their own experience with the brand and providing a blended score.

And Mr. Stevenson adds “Due to our unique perspective being mainly a repair and parts company for the fitness industry, we get to see the gears of the business work. We know what is breaking and what is not. We thought it would be a good idea to get another unique perspective from BBB ratings since they are another impartial voice.”

The overall likelihood to have a problem with a specific brand and the rate companies let the complaints escalate to the point of filing a BBB complaint, together with their response time to resolve the complaints, is represented in the following ranking of the 25 most known fitness equipment brands (10 is the best):

1.True Fitness 10.0
2. Precor 10.0
3. Sole 10.0
4. Spirit 10.0
5. Cybex 10.0
6. Avanti 10.0
7. Bodysolid (Endurance) 10.0
8. BH Fitness 10.0
9. Bodyguard 10.0
10. SportsArt 10.0
11. Octane 10.0
12. Star Trac 9.6
13. Lifecore 9.6
14. Woodway 9.6
15. Lifespan 9.5
16. Smooth 9.3
17. Exerpeutic 9.0
18. Lifefitness 8.4
19. Johnson 7.8
20. Yowza 6.4
21. Icon 5.1
22. Fitness Blowout 4.4
23. Landice 4.0
24. Nautilus 3.1
25. Technogym 2.5

Further information on the results of this interesting study and its methodology is available at

Treadmill Doctor, founded in Memphis, TN, is a fitness equipment services company specializing in the parts, repair and maintenance of fitness equipment. The company is the largest full-line fitness equipment parts and services provider in the United States and has been included in the Inc. 5000 fastest growing companies for several years.

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Clark Stevenson
Treadmill Doctor
+1 901-362-3360 Ext: 1329
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