Despite Inability to “Test” Mattress, Online Buyers Impressed with Comfort, J.D. Power Finds
Tempur-Pedic Ranks Highest in Both Retail and Online Segments
Despite not being able to lie down and “test” a mattress from an online mattress company before purchasing, customer satisfaction with the comfort of an online mattress purchase increases to 880 (on a 1,000-point scale) from 867 in 2020, according to the J.D. Power 2021 Mattress Satisfaction Report,SM released today. Additionally, retail stores see a boost in customer service satisfaction with a score of 822, up from 770 in 2020.
Tempur-Pedic ranks highest in customer satisfaction among online mattresses with a score of 882. Sleep Number (881) ranks second and Purple (878) ranks third.
Tempur-Pedic ranks highest in customer satisfaction among retail mattresses, with a score of 897. Sleep Number (867) ranks second.
The 2021 Mattress Satisfaction Report, now in its seventh 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 2,293 customers who purchased a mattress in the 12 months prior to fielding the survey. The report was fielded in September-October 2021.
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