Case Study: Tuft & Needle achieves five-star Amazon rating and product improvements with Delighted

Tuft & Needle - Customer Case study

Tuft & Needle, a direct-to-consumer mattress company founded in Tempe, Arizona, faced the challenge of capturing real, actionable customer feedback to iterate on product and experience—especially to move from four- to five-star ratings on Amazon and to surface both praise and hidden criticisms. To solve this they integrated Delighted, using Delighted’s API and dashboard to collect and analyze customer sentiment across touchpoints.

Using Delighted’s tools, Tuft & Needle dug into keywords and responses to uncover issues like mattress firmness, damaged shipping boxes, and unpacking pain points; these insights led to product tweaks (adjusted firmness) and design changes (added handles) as well as proactive customer outreach. The result: clearer, faster improvements and stronger public ratings—Tuft & Needle now has over 250 Amazon reviews, a solid five-star rating, and is the top-rated mattress on the site, achievements the team attributes to Delighted’s actionable feedback.

Tuft & Needle

JT Marino

Founder