Will Declining Satisfaction Keep Mattress Manufacturers Awake at Night?
COSTA MESA, Calif.: 14 Nov. 2018 — Mattress customer satisfaction is declining due to lack of support, durability and comfort levels, according to the J.D. Power 2018 Mattress Satisfaction Report.SM
Satisfaction declines to 840 (on a 1,000-point scale) from 842 in 2017. Only two of seven factors show improvement in 2018, with the greatest decline in the support factor (843 in 2018 vs. 855 in 2017).
“Although price is big reason people are choosing their mattress brand, it remains imperative that the product itself remains a priority,” said Greg Truex, Managing Director at J.D. Power. “Comfort of the mattress is the biggest driver of satisfaction and if the issues with support and durability remain, manufacturers will only see a continued decline in satisfaction.”
Mattress Satisfaction Rankings
Sleep Number ranks highest in customer satisfaction, performing above the industry average with a score of 867, performing particularly well in the support; durability; comfort; features; price; and warranty factors. Tempur-Pedic (848) ranks second and Serta (842) ranks third.
The 2018 Mattress Satisfaction Report, in its fourth year, measures customer satisfaction with mattress purchases based on seven factors (in order of importance): comfort; price; support; durability; warranty; features; and customer service.
The report is based on responses from 937 customers who purchased a mattress in the 12 months prior to fielding the survey. The report was fielded in October 2018.
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. J.D. Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.
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