Sleep Number Ranks Highest in Customer Satisfaction with Mattresses

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Dec 28, 2015, 10:00 ET

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WESTLAKE VILLAGE, Calif., Dec. 28, 2015 /PRNewswire/ -- Sleep Number ranks highest in customer satisfaction with mattresses in 2015, performing particularly well in price, warranty and features, according to the J.D. Power 2015 Mattress Satisfaction Report^SM released today.

The report, in its first year, measures customer satisfaction with mattress purchases based on seven factors (in order of importance): comfort, price, support, durability, warranty, features and customer service. Satisfaction is calculated on a 1,000-point scale.

The report finds that price and comfort are the two most frequently cited reasons customers selected the mattress they purchased, followed closely by the mattress brand's reputation.

"Unlike many products where price is most important to consumers, with mattresses, comfort has the greatest impact on satisfaction," said Greg Truex, senior director J.D. Power At Home practice. "Because comfort is so critical, it's important that consumers spend time while shopping to compare mattresses in order to find one that is suitable for their body type and their sleep style, as well as their budget."

Satisfaction is highest among the 42% of customers who bought their mattress at a mattress specialty store (842). Among customers who bought their mattress at a club store (4%), satisfaction is 837, followed by those who purchased at a furniture store (22%) and department store (10%), each at 836. Satisfaction is lowest (784) among the 3% of customers who bought their mattress at a warehouse/discount store.

Mattress Satisfaction Rankings
Sleep Number ranks highest in customer satisfaction with a score of 878.
Tempur-Pedic (872) ranks second, performing particularly well in comfort, support and durability.
Simmons Beautyrest (846) ranks third, performing above the report average in all seven factors.

Key Findings

The most frequent reasons cited by customers for replacing their old mattress are mattress was old or worn out (47%); they wanted a more comfortable mattress (36%); and the mattress had reached a certain age (31%).
When deciding which new mattress to purchase, customers most often sought information from the retailer's website (39%); recommendations from family and friends (36%); and manufacturer's website (30%).
Retailers are doing a good job scheduling mattress deliveries, as 94% of customers say the mattress was delivered on the date promised at the time of ordering.

The 2015 Mattress Satisfaction Report is based on responses from 2,660 customers who purchased a mattress in the 12 months prior to fielding the survey. The report was fielded from November through December 2015.

Overall Customer Satisfaction Index Scores		J.D. Power.com Power Circle Ratings™
(Based on a 1,000-point scale)		For Consumers

Sleep Number	878	5
Tempur-Pedic	872	4
Simmons Beautyrest	846	4
Serta	838	3
Report Average	835	3
IKEA	825	3
Sealy	821	2
Stearns & Foster	820	2

Award-Eligible Mattress Brands Included in the Study

Company Name	Executive Name	Company Address
Tempur Sealy International Inc.	Scott Thompson	Lexington, Ky.
Serta Simmons Holdings, LLC	Gary Fazio	Atlanta, Ga.
IKEA AB	Peter Agnefjall	Almhult, Sweden
Select Comfort Corporation	Shelly Ibach	Minneapolis, Minn.