By Alan Wolf, YSN
You may be familiar with J.D. Power through its customer satisfaction reports on automobiles, but the 50-year-old market research firm also scrutinizes other product sectors — mattresses included.
In fact, the company has just released its 2020 Mattress Satisfaction Report, in which it ranks the leading bedding brands based on overall customer satisfaction. Vendors were grouped into two categories — mattresses sold at retail and those sold direct to consumers. But regardless of distribution channel, one clear theme emerged from the report: When shopping for new mattresses, consumers say comfort is a significantly higher priority than price.
Now in its sixth year, the mattress study measures customer satisfaction with a recent purchase based on comfort, price, support, durability, warranty, variety of features, and customer service. A total of 2,348 customers who bought a new mattress within the past 12 months were queried for the report between August and September.
The results? Leading the pack for retail mattresses is Tempur-Pedic, which earned a customer satisfaction index rating of 881 out of 1,000. Sleep Number came in second with a score of 870, while Serta ranked third with an index rating of 845.
The report represents the second consecutive year at No. 1 for Tempur-Pedic and its third time topping the J.D. Power charts. The brand was also ranked No. 1 in support, durability, comfort, variety of features, price (value), and customer service.
“We are honored by this award and to be recognized by our consumers for helping them achieve their best sleep,” said Sealy Chairman and CEO Scott Thompson. “We have been reinventing the way people sleep for decades, and today, we remain committed to our mission of improving the sleep of more people, every night, all around the world.”
On the direct-to-consumer side, Purple ranked highest among online mattresses with a score of 875. It was followed by second-place Sleep Number at 859, and Ashley Sleep with an index rating of 857.
See the full rankings on the charts below.