-66
NPS
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Mattress Firm Holding
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About Mattress Firm Holding's Brand
Mattress focused on creating a unique shopping experience for the customer with a large selection of quality,
Brand at a Glance
65%
Customer Loyalty
2.7/5
Product Quality
2.9/5
Pricing
2.5/5
Customer Service
Mattress Firm Holding NPS
Mattress Firm Holding's Net Promoter Score (NPS) is a -66 with 17% Promoters, 0% Passives, and 83% Detractors. Net Promoter Score tracks whether Mattress Firm Holding's customers would recommend using the product based on a scale of -100 to 100.
Mattress Firm Holding Overall NPS
| 17% | Promoters |
|---|---|
| 0% | Passives |
| 83% | Detractors |
Mattress Firm Holding NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Sep 2020 -100 | Sep 2020 | -100 |
Jan 2023 -100 | Jan 2023 | -100 |
Oct 2023 -100 | Oct 2023 | -100 |
Apr 2024 -50 | Apr 2024 | -50 |
Aug 2024 -60 | Aug 2024 | -60 |
Apr 2026 -67 | Apr 2026 | -67 |
What is NPS
Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"
Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.
Mattress Firm Holding NPS by Gender
Mattress Firm Holding's NPS was rated -34 by Female customers on Comparably.
Female
-34
Mattress Firm Holding's NPS was rated -34 by Female customers on Comparably.
33%
Promoters
0%
Passives
67%
Detractors
Male
N/A
Mattress Firm Holding's NPS is not yet rated by Male customers.
0%
Promoters
0%
Passives
0%
Detractors
Mattress Firm Holding Customer Loyalty
65%
Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.
65% of Mattress Firm Holding users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
Sign Up to see the full customer demographics data and the people that answered "Yes" when asked "Would you consider yourself a loyal user/customer?"
Mattress Firm Holding Customer Loyalty Score by Gender
Mattress Firm Holding's Customer Loyalty score was rated 40 by Female customers on Comparably.
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Female
40%
Yes
Male
N/A
Yes
Mattress Firm Holding Product Quality
2.7/5
Mattress Firm Holding has an overall Product Quality score of 2.7 out of 5 stars rated by its users and customers.
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Mattress Firm Holding Product Information
Mattress Firm Holding’s product quality score is a 2.7 out of 5 as rated by its users and customers.
- Website
- http://www.mattressfirm.com/
- Company Size
- 5,001-10,000 Employees
Industry
Tech
Ecommerce and Marketplaces
Marketplaces
Quick Insights into Mattress Firm Holding Product Quality
Mattress Firm Holding's Product Quality score was rated highest by Female customers.
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Ranked Mattress Firm Holding Product Quality the Highest
Mattress Firm Holding Product Quality Score by Gender
Mattress Firm Holding's Product Quality score was rated 3.1 by Female customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Gender data of Mattress Firm Holding.
Female
3.1/5
Male
N/A
Mattress Firm Holding Pricing
Mattress Firm Holding ROI & Value For Money
2.9/5
Mattress Firm Holding has a value for money and ROI score of 2.9 out of 5 stars rated by its users and customers.
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Quick Insights into Mattress Firm Holding ROI
Mattress Firm Holding's ROI score was rated highest by Female customers.
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Ranked Mattress Firm Holding ROI the Highest
Mattress Firm Holding ROI Score by Gender
Mattress Firm Holding's ROI score was rated 3 by Female customers on Comparably.
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Female
3/5
Male
N/A
Mattress Firm Holding Customer Satisfaction (CSAT)
Mattress Firm Holding Customer Satisfaction (CSAT) Score
50 / 100
Mattress Firm Holding has an overall Customer Satisfaction score of 50 rated by its users and customers.
Sign Up to see the full customer demographics data and the people that answered "How would you rate your overall satisfaction with the service you received?"
Very Satisfied
25%
Satisfied
25%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
50%
What is Customer Satisfaction (CSAT) Score
Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.
Quick Insights into Mattress Firm Holding Customer Satisfaction
Mattress Firm Holding's Customer Satisfaction score was rated highest by Female customers.
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Ranked Mattress Firm Holding Customer Satisfaction the Highest
Mattress Firm Holding Customer Satisfaction Score by Gender
Mattress Firm Holding's Customer Satisfaction score was rated 67 by Female customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of Mattress Firm Holding.
67 / 100
FemaleVery Satisfied | 33% | |
|---|---|---|
Satisfied | 34% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 33% |
Mattress Firm Holding Customer Service
2.5/5
Mattress Firm Holding has an overall Customer Service score of 2.5 out of 5 stars rated by its users and customers.
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About Mattress Firm Holding's Customer Service
Address
5815 Gulf Freeway, Houston, TX
Website
http://www.mattressfirm.com/
Phone Number
713-923-1090
Quick Insights into Mattress Firm Holding Customer Service
Mattress Firm Holding's Customer Service score was rated highest by Female customers.
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Ranked Mattress Firm Holding Customer Service the Highest
Mattress Firm Holding Customer Service Score by Gender
Mattress Firm Holding's Customer Service score was rated 3.1 by Female customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of Mattress Firm Holding.
Female
3.1/5
Male
N/A
Mattress Firm Holding as an Employer
3.7/5
Mattress Firm Holding has a 3.7/5 stars for its overall company culture rated by their employees
bottom
20%
Consumer vs. Employees
Mattress Firm Holding scored a -66 for Net Promoter Score and a -25 for Employee Net Promoter Score. NPS gauges how likely a customer of Mattress Firm Holding would recommend the brand to a friend. ENPS measures how likely Mattress Firm Holding employees would recommend working at Mattress Firm Holding to a friend.
Net Promoter Score
-66
NPS Score
| 17% | Promoters |
|---|---|
| 0% | Passive |
| 83% | Detractors |
Employee Net Promoter Score
-25
eNPS Score
| 25% | Promoters |
|---|---|
| 25% | Passive |
| 50% | Detractors |
