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How a DTC mattress brand used Starlight to fix churn, boost satisfaction, and grow revenue
Results
Overview
A category-defining DTC mattress brand saw the signs: slipping revenue, rising churn, and a sagging NPS.
With customer health eroding, the team needed more than diagnostics—they needed direction.
Starlight stepped in to assess behavior, sentiment, and friction across the customer lifecycle.
Challenge
E-commerce revenue had declined 10% YoY. Trial-period returns were climbing. Churn hit 7%, and NPS fell below industry benchmarks.
These red flags pointed to misalignment in both product expectations and post-purchase engagement.
The brand lacked visibility into what was driving dissatisfaction—and how to fix it.
Solutions & Insights
Starlight analyzed first-party data, customer service logs, and social sentiment to build a full-funnel view of customer health. We found that 28% of returns stemmed from mismatched expectations—particularly around comfort and setup. Customers who purchased accessories had better retention and higher spend, and showroom visits weren’t translating into online sales due to poor omnichannel linkage.
Our recommendations targeted three levers: clear pre-trial education (firmness primers, setup videos), proactive “trial-support” outreach, and integrated cross-sell at the setup phase. We also streamlined showroom-to-online handoffs with real-time inventory and reserve-in-store tools.
The results: trial returns dropped 4 points, saving $2M in logistics costs. Accessory attach rates nearly doubled, driving $1.6M in sales. And omnichannel conversion climbed 52%, adding $1.2M in new revenue—proof that better customer health drives better business outcomes.
“Chris helped us diagnose what was driving churn and what to do about it. Their insights gave us a clear, data-backed roadmap to improve customer health metrics and they helped us plan our next steps.”
— VP of Ecommerce, Confidential Brand
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