TROY, Mich. – Purple ranks highest in customer satisfaction among online mattresses, while Tempur-Pedic ranks highest among retail mattresses, according to the new J.D. Power 2020 Mattress Satisfaction Report.
Purple’s score of 875 is tops among online mattresses. Sleep Number (859) ranks second, and Ashley Sleep (857) ranks third.
The rest of the list for online mattresses includes Simmons/Beautyrest, 854; Casper, 853; Sealy, 838; and Serta, 835. The segment average is 850.
Tempur-Pedic’s score of 881 is No. 1 in the retail mattress category. Sleep Number (870) ranks second, and Serta (845) ranks third. The rest of the retail mattresses list includes Sealy, 841; Simmons/Beautyrest, 835; Ashley Sleep, 827; Ikea, 827; and Bob’s Discount Furniture, 820. The segment average in that category is 845.
Those are the scores on the overall customer satisfaction index ranking on a 1,000-point scale.
The 2020 Mattress Satisfaction Report, now in its sixth year, measures customer satisfaction with mattress purchases based on seven factors: Comfort, price, support, durability, warranty, variety of features and customer service.
The report found that consumers say mattress comfort is a significantly higher priority than price.
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.
J.D. Power is a leader in consumer insights, advisory services, and data and analytics. The company has been delivering industry intelligence on customer interactions with brands and products for more than 50 years, officials said.
J.D. Power is headquartered in Troy, Mich., and has offices in North America, Europe and in the Asia Pacific region.
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