cThe highly successful mattress brand Saatva prioritizes excellence throughout the customer experience. This has driven high customer engagement and continuous improvement within their internal teams.
The highly successful mattress brand Saatva prioritizes excellence throughout the customer experience. This has driven high customer engagement and continuous improvement within their internal teams.
While Saatva originally used Medallia to manage the customer experience, the company made the switch to AskNicely last year. Throughout the shift, they were able to retain their impressive NPS score of 4.85 and high response rates of 28.5% while changing platforms, and have continued to receive positive feedback about the customer experience they provide.
Saatva’s dedication to the customer experience has helped the business grow from the start, but they’ve been able to scale that with the help of AskNicely and dedicated teams.
One way Saatva has curated such an exceptional customer experience is through the people they hire and the teams they cultivate. “They really strive to only hire nice people, and I think that says a lot about the company,” said Stephanie Young, Director of CX Platforms at Saatva.
From physical viewing rooms to fully remote teams, Saatva has worked intentionally to maintain a consistent, high-quality experience across every interaction.
“The energy remains the same whether it’s in a viewing room, whether you're on the phone… It’s just really important that we have these great experiences with our customers,” Stephanie emphasized.
Internally, teams get competitive over their scores, striving to always provide the best experiences possible. Using a tool like AskNicely “keeps everybody's energy up” and helps them “strive for excellence,” Stephanie noted.
Before large-scale marketing, Saatva’s growth was driven almost entirely by word of mouth.
“So prior to our marketing and our commercials, when we were young and growing, we were growing by word of mouth,” Stephanie said.
That commitment to human connection became a competitive advantage and remains a core driver of growth today.
“If we're not reaching out, and if we're not trying our best to make that customer a customer for life, then how can we grow further? We're always trying to be on top of our game in that instance,” she said. Even with the addition of AI to help support agents behind the scenes, Saatva hasn’t sacrificed its high-touch customer service.
“You never want that personal connection to be taken out of the experience with the customer,” Stephanie said.
Saatva uses the Zendesk integration with AskNicely to help manage its feedback. When they receive negative feedback, a ticket is generated in Zendesk and is routed to the right team internally.
Then they review the ticket, listen to any relevant calls, and work to coach the agent and get the customer back on the phone (ideally within an hour) to improve the experience. “We want to say, we hear you, we apologize for this situation or the experience you're having. What can we do to make that right? And that goes a really long way,” Stephanie said.
This approach helps Saatva retain the customers they already have by ensuring that even negative experiences can become positive ones worth sharing with friends and family for a good reason.
“We want everybody to walk away with a smile on their face,” Stephanie said.
We hosted a webinar featuring Stephanie and Saatva in March 2026. Watch the whole webinar here.
