Satisfaction with Store-Bought Mattresses Springs Back, Tying with Online Purchase Satisfaction, JD Power Finds
Tempur-Pedic Ranks Highest in Online Purchase Segment; Ashley Sleep and Tempur-Pedic Rank Highest in a Tie in Retail Purchase Segment
TROY, Mich.: 6 Nov. 2024 — Overall customer satisfaction with in-store mattress purchases increases to 867 (on a 1,000-point scale), up 12 points from a year ago and tying with satisfaction among online mattress purchases, according to the JD Power 2024 U.S. Mattress Satisfaction Study,SM released today. One of the largest increases in satisfaction among in-store customers is value given price paid.
Study Rankings
Tempur-Pedic ranks highest in customer satisfaction in the online purchase segment for a fourth consecutive year, with a score of 907. Sleep Number (886) ranks second and Ashley Sleep (876) ranks third.
Ashley Sleep and Tempur-Pedic rank highest in a tie in customer satisfaction in the retail purchase segment, each with a score of 884. Purple (882) and Sleep Number (882) each rank third in a tie.
The U.S. Mattress Satisfaction Study, now in its ninth year, measures customer satisfaction with mattresses purchased in-store (retail) and online based on seven factors (in order of importance): comfort; value given price paid; support; durability; variety of features; warranty; and contact with customer service. The 2024 study is based on responses from 2,825 customers who purchased a mattress in the 12 months prior to fielding the survey. The study was fielded in August-September 2024.
About JD Power
JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world's leading businesses across major industries rely on JD Power to guide their customer-facing strategies.
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Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected]
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