Rest Easy: Mattress Customer Satisfaction Improves as New Competitors Enter the Market, According to J.D. Power
Tempur-Pedic Ranks Highest in Customer Satisfaction Among Retail Mattresses; Purple Ranks Highest Among ‘Bed-in-a-Box’ Mattresses
COSTA MESA, Calif.: 30 Oct. 2019 — Mattress 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. According to the J.D. Power 2019 Mattress Satisfaction Report,SM released today, overall customer satisfaction with mattresses is up 8 points (on a 1,000-point scale) from 2018, with improvement seen in all factors.
In recognition of the growth of the mattress industry, 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 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.
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.
See the online press release at http://www.jdpower.com/pr-id/2019205.
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 has offices serving North America, South America, Asia Pacific and Europe.
Media Relations Contacts Geno Effler, J.D. Power; Costa Mesa, Calif.; 714-621-6224; [email protected] John Roderick; St. James, N.Y.; 631-584-2200; [email protected]
About J.D. Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release- info
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J.D. Power 2019 Mattress Satisfaction ReportSM
Overall Customer Satisfaction Index Ranking JDPower.com Retail Mattress Power Circle RatingsTM for consumers: (Based on a 1,000-point scale)
Tempur-Pedic 893
Sleep Number 884
IKEA 854
Retail Mattress Average 853
Simmons/Beautyrest 851
Ashley Sleep 849
Serta 845
Sealy 830
800 820 840 860 880 900
Power Circle Ratings Legend Among the best Better than most About average The rest Source: J.D. Power 2019 Mattress Satisfaction ReportSM
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this release or J.D. Power survey results without the express prior written consent of J.D. Power.
J.D. Power 2019 Mattress Satisfaction ReportSM
Overall Customer Satisfaction Index Ranking JDPower.com Bed-in-a-Box Mattress Power Circle RatingsTM for consumers: (Based on a 1,000-point scale)
Purple 872
Casper 862
Nectar 849
Bed in a Box Mattress Average 843
Tuft & Needle 836
BedInABox 802
800 820 840 860 880 900
Power Circle Ratings Legend Among the best Better than most About average The rest Source: J.D. Power 2019 Mattress Satisfaction ReportSM
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this release or J.D. Power survey results without the express prior written consent of J.D. Power.