5 Key Features Customers want in the Ultimate Mattress

Getting up on the “wrong side of the bed” is not the best way to start your day. A wrong mattress can very well have the same implications. It takes a whole lot of trials and errors to find the right mattress but in the course of the trial period transpires, one can experience a plethora of different body aches and pains.

Altering routines, exhaustive deadlines and stress due to COVID lockdown are increasing the sales of mattresses by 60% YoY, driven by people’s need for sweet slumber. Analyzing over four thousand reviews from top mattress brands – Casper, Tempurpedic, Purple, Helixsleep using Bewgle; we find the various pitfalls that emerge for mattress buyers.

The right mattress for you:

Just as in the story of the Princess and the Pea, the experience of a good mattress is a very personal affair. A not so great mattress can cause more issues with our health than what was thought previously. 

Customers typically speak about Back (9.3%, Satisfaction: 3.7), Hip (3%, Satisfaction:3.1), Neck (1.59%, Satisfaction:3.3), Side sleeping (6.75%, Satisfaction:3.6), Shoulder(2.9%, Satisfaction:3.1), Arthritis( 0.4%, Satisfaction: 2.8) comfort.

As seen, there is a lot to be desired. The mattress cannot be too firm, or too soft that it sinks on any kind of pressure. It has to have the right balance of “being firm enough” and still feels like “sleeping on a cloud”. Consumers are looking for that perfect balance in a mattress and are willing to spend a fortune if it means getting a good night’s sleep.

Many details have to be considered, for instance, Hip to waist ratios, the pattern of sleeping positions, body injuries, arthritis, and other body anomalies when buying a mattress. It is hence very important for brands to allow customers to specify their conditions and recommend a mattress accordingly.

It’s all Wrapped up:

The mattress comes packed like it is gift wrapped- tight and winded with a bow. However, the main concern is the packet/brochure that comes along with the mattress. This packet is a precious entity because of the tools it carries – tools that have to be used to cut open the layers and layers of the package safely. Buyers have noted that on several occasions this packet is either packed up in all those layers or just falls out with no regard. Either way, it has been suggested that a special pocket feature be made so that the packet can be put in it, safely and nimbly. 

Satisfaction: 3.8

In the Heat of it:

When one thinks of buying a mattress, it is surprising to notice that “smell” can be a cause of concern. The peculiar phenomenon of smell is an issue of what is called “off-gassing” (the release of chemicals that was trapped inside the packed space) and this can be severely “off-putting” to buyers. Consumers have claimed that this is mostly a quality control issue at factories and must be remedied so as to not go through the trouble of resolving the said issue (eg: airing the mattress out, exchanging the mattress for a new one, etc.

Satisfaction: 3.3

Off-gassing syndrome:

When one thinks of buying a mattress, it is surprising to notice that “smell” can be a cause of concern. The peculiar phenomenon of smell is an issue of what is called “off-gassing” (the release of chemicals that was trapped inside the packed space) and this can be severely “off-putting” to buyers. Consumers have claimed that this is mostly a quality control issue at factories and must be remedied so as to not go through the trouble of resolving the said issue (eg: airing the mattress out, exchanging the mattress for a new one, etc…)

Satisfaction: 2.4

The one-of-a kind remote:

These days mattresses come along with the sophisticated base platform for the extra-comfort. The base provides different tilt parameters for sleeping, sitting, etc. and all of this is usually controlled by a remote. Although, this remote is a one of a kind instrument, which is linked to one specific base. Alas, there are no two remotes that help with this task, but consumers would like it if there was more than one. Spouses often lose track of the remote or to reach the remote have to move around a lot, this causes unnecessary trouble of hide and seek with the remote. Ergo- two is better than one.

Men are from Mars Women are from Venus!

On digging deeper, it was clear that the experience of men and women from the mattresses were far from similar. While the brands promised that mattresses would contour to the body types within a few weeks, women had more issues feeling comfortable with them even beyond the stipulated time. The Purple Hybrid got specially rated high from men who were on the heavier side for providing much better support than others. Women also were less satisfied with the returns process across the board with having to follow-up multiple times for replacements. However, women were happier with Side Sleeping experience than men, especially with Casper Original Mattress. 

Stacking it Up

While the overall ratings for the top brands remain high, digging deeper reveals many areas of improvement. Casper, Purple and Tempurpedic mattresses could still work on providing the right amount of “Firmness”. The first impressions are created by the packaging, where Purple lags behind its competitors. Helix provides the best experience across the board on all factors, though it would improve providing better back support. 

In Conclusion

  • Consumers want it all! That would mean that they want all the comforts needed that appeases them.
  • Safety is a priority- tools that are required to unwrap need more attention to where they should be placed.
  • Two is better than one! When it comes to remote controls and maybe pillows!

In a world filled with expectations, it is a task at hand to match these expectations. Nevertheless, by proactively listening and reaching out to customers, the task becomes easier. Take the right steps of not letting consumers’ expectations drift away in the wind.

Would you like to delight your customers with your products? Drop us a note to learn how we can help – info@bewgle.com

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