Satisfaction Gap Widens Between Online and In-Store Mattress Shoppers

Tempur-Pedic Ranks Highest in Online Segment; Purple Ranks Highest in Retail Segment

TROY, Mich.--(BUSINESS WIRE)--The gap in satisfaction between online and in-store mattress shoppers widens in 2026, according to the JD Power 2026 U.S. Mattress Satisfaction Study,^SM released today. The study reveals online shoppers have higher overall satisfaction, averaging 884 (on a 1,000-point scale), 17 points above retail shoppers, nearly double the 9-point gap recorded a year earlier.

Additionally, online shoppers spend an average of $932, or $332 less than retail customers, compared with a $258 spending gap in 2025.

The study also highlights an increase in value given the price paid among online shoppers. The value score is 872 for online shoppers and 844 for retail shoppers, reinforcing the overall higher satisfaction of online shoppers. Warranty satisfaction also improves across both channels.

“Consumers who purchase mattresses online reported higher satisfaction than those buyers visiting a brick-and-mortar location,” said Michael Taylor, senior managing director, travel, hospitality, retail and customer service at JD Power. “Additionally, online purchasers are attracted by the warranty offers from the web retailers if they buy a mattress without first testing it in real life. More generally, mattress retailers seem to be making progress, offering more features than in previous years, such as adjustable firmness.”

Study Rankings

Tempur-Pedic ranks highest in customer satisfaction in the online purchase segment with a score of 895. Sealy and Sleep Number rank second in a tie, each with a score of 890. The segment average is 884.

Purple ranks highest in the retail purchase segment with a score of 892. Sleep Number (890) ranks second, and Tempur-Pedic (878) ranks third.

The U.S. Mattress Satisfaction Study, now in its 11th year, measures customer satisfaction with mattresses purchased in-store (retail) and online based on seven factors (in order of importance): comfort; value given the price paid; support; durability; variety of features; warranty; and contact with customer service. The 2026 study is based on responses from 1,517 customers who purchased a mattress in the 12 months prior to fielding the survey. The study was fielded in August-September 2026.

See the online press release at http://www.jdpower.com/pr-id/2026116

For more information about the U.S. Mattress Satisfaction Study, visit https://www.jdpower.com/business/u-s-mattress-satisfaction-study/

About JD Power

JD 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, JD 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 JD Power to guide their customer-facing strategies.

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

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