Rest Easy: Mattress Customer Satisfaction Improves as New Competitors Enter the Market, According to J.D. Power
Tempur-Pedic Ranks Highest in Customer Satisfaction Among Retail Mattresses; Purple Ranks Highest Among 'Bed-in-a-Box' Mattresses
COSTA MESA, Calif.: 30 Oct. 2019 — Mattress customer satisfaction is up significantly this year as many new direct-to-consumer retailers offering "bed-in-a-box" style mattresses have entered a market that previously had been dominated by brick-and-mortar retail. According to the J.D. Power 2019 Mattress Satisfaction Report,SM released today, overall customer satisfaction with mattresses is up 8 points (on a 1,000-point scale) from 2018, with improvement seen in all factors.
In recognition of the growth of the mattress industry, this year’s report evaluates mattress in two categories: retail mattress and bed-in-a-box mattress.
Tempur-Pedic ranks highest in customer satisfaction among retail mattresses, performing above the industry average with a score of 893. Sleep Number (884) ranks second and Ikea (854) ranks third.
Purple ranks highest in customer satisfaction among bed-in-a-box mattresses, with a score of 872. Casper (862) ranks second and Nectar (849) ranks third.
The 2019 Mattress Satisfaction Report, now in its fifth year, measures customer satisfaction with mattress purchases based on seven factors (in order of importance): comfort; price; support; durability; warranty; variety of features; and customer service.
The report is based on responses from 1,847 customers who purchased a mattress in the 12 months prior to fielding the survey. The report was fielded in September-October 2019.
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 has offices serving North America, South America, Asia Pacific and Europe.
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