Sleep Number Ranks Highest in Mattress Satisfaction, J.D. Power Finds
COSTA MESA, Calif.: 30 Nov. 2016 — Sleep Number ranks highest in customer satisfaction with mattresses for a second consecutive year, performing particularly well in warranty and features, according to the J.D. Power 2016 Mattress Satisfaction Report,SM released today.
The report finds that price and comfort continue to be the two most frequently cited reasons customers selected the mattress they purchased, followed closely by the mattress brand’s reputation.
“Mattress selection may be more complex than consumers think,” said Greg Truex, senior director, at- home practice at J.D. Power. “By educating themselves about available options, they can add features to their purchase and increase satisfaction. Simultaneously, if manufacturers and salespeople effectively highlight add-ons, the price-per-purchase will increase along with satisfaction.”
Satisfaction is highest among the 81% of customers who replaced their old mattress (860). The most frequent reasons cited by customers for replacing their old mattress are old mattress/worn-out mattress (51%); wanted a more comfortable mattress (37%); and mattress had reached a certain age (34%).
Other key findings of the report include:
- Satisfaction Improves: Overall satisfaction among mattress brands increases significantly year over year to 855, up from 835 in 2015.
- Satisfaction Drives Loyalty, Advocacy: Among customers who rate overall satisfaction outstanding (10 on a 10-point scale), 84% say they “definitely will” purchase the brand in the future, compared with the report average of 64%. Additionally, customers who rate their overall satisfaction outstanding make an average of 5.6 positive recommendations, compared with the report average of 4.1 positive recommendations.
- Adjustable Base: Satisfaction is highest among customers who purchased an adjustable base than among those who did not (895 vs. 847, respectively).
Mattress Satisfaction Rankings
Sleep Number ranks highest in customer satisfaction with a score of 887. Simmons Beautyrest (886) ranks second, performing particularly well in price, durability and customer service. Tempur-Pedic (881) ranks third, performing particularly well in comfort, support and durability.
About the Report
The 2016 Mattress Satisfaction Report, in its second year, measures customer satisfaction with mattress purchases based on seven factors (in order of importance): comfort, price, support, durability, features, warranty and customer service. Satisfaction is calculated on a 1,000-point scale.
The report is based on responses from 2,622 customers who purchased a mattress in the 12 months prior to fielding the survey. The report was fielded in October 2016.
Media Relations Contact
Geno Effler; Costa Mesa, Calif.; 714-621-6224; [email protected]
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