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From Home Furnishing Business
JD Power Report Finds Mattress Customers Rank Comfort over Price
November 9,
2020 by Laurie Northington in Business Strategy, Industry 
When shopping for new mattresses, consumers say comfort is a significantly higher priority than price, according to the J.D. Power 2020 Mattress Satisfaction Report. In recognition of the growth of the mattress industry, this year’s report evaluates mattress in two categories: online mattress and retail mattress.
Purple (NASDAQ: PRPL) ranked highest in customer satisfaction among online mattresses, with a score of 875. Sleep Number (859) ranks second and Ashley Sleep (857) ranks third.
Tempur-Pedic ranked highest in customer satisfaction among retail mattresses with a score of 881. Sleep Number (870) ranks second and Serta (845) ranks third.
The 2020 Mattress Satisfaction Report, now in its sixth 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 2,348 customers who purchased a mattress in the 12 months prior to fielding the survey. The report was fielded August through September 2020.