Minneapolis-based Select Comfort’s Sleep Number bed brand ranks highest in customer satisfaction for a second consecutive year, performing particularly well in warranty and features, according to the J.D. Power 2016 Mattress Satisfaction Report.
The survey findings are based on responses from 2,622 consumers who purchased a mattress in the 12 months prior to October 2016.
With a score of 887, Sleep Number takes the No. 1 slot, followed by Simmons Beautyrest (886) and Tempur-Pedic (881). The average score for bed brands was 855.
“Our customers’ satisfaction is the direct result of our team’s dedication and passion to improving lives by delivering unparalleled sleep experiences,” said Shelly Ibach, Select Comfort president and chief executive officer. “It is an honor to be rated highest in customer satisfaction with mattresses by J.D. Power, two years in a row.”
The survey assessed seven factors in order of importance: comfort, price, support, durability, warranty, features and customer service. Satisfaction is calculated on a 1,000-point scale. Price and comfort were the two most frequently cited reasons customers selected the mattress they purchased, followed closely by the brand reputation.
Satisfaction is highest among the 81% of shoppers who replaced an old mattress (860). The most frequently cited reasons for replacement are old mattress/worn-out mattress (51%), desire for a more comfortable mattress (37%) and mattress had reached a certain age (34%).