From Home Furnishing Business
Tempur-Pedic and Purple Top JD Power’s List for Mattress Customer Satisfaction
JD Power, a global leader in consumer insights, advisory services and data and analytics, has released its 2019 Mattress Satisfaction Report, finding overall customer satisfaction with mattresses is up 8 points (on a 1,000-point scale) from 2018, with improvement seen in all factors.
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.
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. In recognition of the growth, 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 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.