Mattress Customer Satisfaction Declines in 2017 Due to Comfort and Price, J.D. Power Finds
Tempur-Pedic Ranks Highest in Mattress Satisfaction, J.D. Power Finds
COSTA MESA, Calif.: 15 Nov. 2017 — Mattress customer satisfaction has declined from 2016, due to comfort levels and ineffective pricing according to the J.D. Power 2017 Mattress Satisfaction Report,SM released today.
Satisfaction is highest among the 83% of customers who replaced their old mattress (848 on a 1,000-point scale). 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 (32%).
“There’s a clear connection between a customer’s level of product knowledge and level of satisfaction,” said Greg Truex, Senior Director, At-Home Practice at J.D. Power. “Manufacturers and store salespeople who focus on product communications and effectively highlight features can have a strong influence on how satisfied the customer is with their mattress selection.”
Following are key findings of the report:
- Satisfaction drives loyalty, advocacy: Among highly satisfied customers (overall satisfaction scores above 900), 82% say they “definitely will” purchase the brand in the future, compared with the report average of 61%. Additionally, satisfied customers make an average of 4.2 positive recommendations, compared with the report average of 3.1.
- In-store sample and adjustable base availability are impactful: Satisfaction is higher among customers who purchased from a retailer that had an in-store sample of the mattress they wanted than among those whose retailer did not have a sample available (858 vs. 809, respectively). Also, satisfaction is higher among customers who purchased a mattress with an adjustable base vs. those who did not (883 vs. 836, respectively).
- Mattress delivery matters: Satisfaction is higher among customers who received their mattress on the date promised vs. those whose mattress was delivered late (851 vs. 737, respectively) as well as among customers who received their mattress as ordered vs. those that did not (845 vs. 766).
Mattress Satisfaction Rankings
Tempur-Pedic ranks highest in customer satisfaction for the first time, with a score of 887, performing particularly well in the support, comfort and price factors. Sleep Number (867) ranks second and Serta (846) ranks third.
The 2017 Mattress Satisfaction Report, in its third 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 1,219 customers who purchased a mattress in the 12 months prior to fielding the survey. The report was fielded in October 2017.
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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