Online Mattress Shoppers Find Greater Value and Satisfaction Than In-Store Buyers, J.D. Power Finds

Sleep Number Ranks Highest in Online and Retail Segments

TROY, Mich.--(BUSINESS WIRE)-- Consumers who purchase a mattress online spend an average of $984, which is $258 less than those who buy in-store, according to the J.D. Power 2025 U.S. Mattress Satisfaction Study,SM released today. This value for price paid is a key driver in overall satisfaction, with online shoppers reporting an overall score of 878 (on a 1,000-point scale), 9 points higher than retail store shoppers.

The study also highlights a five-year trend in which retail shoppers consistently rate the value received for price paid to be lower than online shoppers. This ongoing pattern presents an opportunity for brick-and-mortar retailers to better communicate the unique advantages and benefits of in-store shopping.

Study Rankings

Sleep Number ranks highest in customer satisfaction in the online purchase segment with a score of 901. Tempur-Pedic (894) ranks second. The segment average is 878.

Sleep Number ranks highest in the retail purchase segment with a score of 894. Purple (890) and Tempur-Pedic each rank second in a tie.

See the rank charts for each segment at http://www.jdpower.com/pr-id/2025146.

The U.S. Mattress Satisfaction Study, now in its 10th year, measures customer satisfaction with mattresses purchased in-store (retail) and online based on seven factors (in order of importance): comfort; value given price paid; support; durability; variety of features; warranty; and contact with customer service. The 2025 study is based on responses from 1,751 customers who purchased a mattress in the 12 months prior to fielding the survey. The study was fielded in August-September 2025.

About J.D. Power

J.D. Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.

J.D. Power has offices in North America, Europe, and Asia Pacific. To learn more about the company's business offerings, visit JDPower.com/business. The J.D. Power auto-shopping tool can be found at JDPower.com.

About J.D. Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

View source version on businesswire.com: https://www.businesswire.com/news/home/20251106150810/en/

Media Relations Contacts
Geno Effler, J.D. Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected]

Source: J.D. Power

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