Study: Adjustable bases add customer satisfaction


This article has been republished with the permission of Furniture Today USA.

Words: David Perry

Want more satisfied bedding consumers? Add an adjustable bed base to the sales ticket.

That is one of the findings in the 2017 Mattress Satisfaction Report just issued by J.D. Power, a company that specializes in consumer insights, advisory services and data and analytics.

The company said that one of the key findings of its latest report is that satisfaction is higher among customers who purchased a mattress with an adjustable base versus those who did not.

The report measures customer satisfaction with mattress purchases on seven factors. They are, in order of importance, comfort, price, support, durability, features, warranty and customer service. Satisfaction is calculated on a 1,000 point scale.

Customers who purchased a mattress with an adjustable base recorded a satisfaction score of 883, versus 836 for customers who purchased a mattress without an adjustable base.

The report also said that satisfaction levels drive loyalty and advocacy. Among highly satisfied customers, 82% say they “definitely will” purchase the brand in the future, compared with the report’s average of 61%. Additionally, satisfied customers make an average of 4.2 positive recommendations, compared with the report average of 3.1, J.D. Power said.