Online mattress shoppers are trusting their intuition with their purchases and ultimately have higher overall satisfaction with their purchase than those who went to a retail store, according to the J.D. Power 2023 U.S. Mattress Satisfaction Study,SM released today. Additionally, those who purchased their mattress online paid an average of $939 and are more likely to repurchase the same mattress brand, while those who purchased at a brick-and-mortar location paid an average of $1,192 and are less likely to repurchase.
Study Rankings
Tempur-Pedic ranks highest in customer satisfaction in the online purchase segment for a third consecutive year, with a score of 902. Sleep Number (896) ranks second and Purple (889) ranks third.
Sleep Number ranks highest in customer satisfaction in the retail purchase segment with a score of 881. Purple (879) ranks second and Tempur-Pedic (862) ranks third.
The U.S. Mattress Satisfaction Study, now in its eighth year, measures customer satisfaction with mattresses purchased in-store (retail) and online based on seven factors (in order of importance): comfort; price; support; durability; variety of features; warranty; and customer service. The study is based on responses from 2,533 customers who purchased a mattress in the 12 months prior to fielding the survey. The study was fielded August-September 2023.
J.D. Power is a global leader in consumer insights, advisory services and data and analytics.
