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Building trust and maintaining long-term relationships
warranty and strong after-sales support helps
in customer retention
By Mr. A. Balaganesan, Managing Partner, Bhala Industries
June 10th 2026. Comfort Times Magazine
Q How have customer preferences in the mattress segment changed over the last 5–10 years, especially between traditional spring mattresses and newer foam-based options?
Over the past 3–5 years, the UAE mattress market has shifted from being largely price-driven to focusing more on value and wellness. Customers are moving away from basic foam and spring mattresses toward specialty and technical foams, memory foams, hybrids, and cooling technologies, mainly driven by comfort and the region’s climate. Brand awareness has also increased significantly. Customers are more informed, research online, and prefer trusted or ‘hotel-quality’ brands with strong warranties.
June 10th 2026. Comfort Times Magazine
Q What factors do you consider when deciding the right balance between foam and spring mattresses in your product portfolio—comfort, cost, durability, or market demand?
Whether it is a spring mattress or a PU foam mattress, our products are engineered to deliver long-lasting performance and superior comfort, ensuring high levels of customer satisfaction and encouraging product recommendations. Additionally, we strategically differentiate our mattress offerings based on evolving market needs and customer preferences.
June 10th 2026. Comfort Times Magazine
Q What are the biggest challenges in maintaining consistent quality in foam and spring mattress manufacturing?
Maintaining consistent quality in PU foam and spring mattress manufacturing involves several key challenges. First, maintaining steel wire standards is very important; even a small variation in wire quality or thickness can affect the strength of the springs. Next,
the spring coiling process must be highly precise, any inconsistency in coiling can reduce support and durability. Additionally, the efficiency of technicians and operators has a major impact; their skill level and process handling directly determine the quality. Moreover, if raw material quality (such as foam density and fabric quality) is not properly maintained, the final product performance will be affected. Continuously monitoring all these factors is the biggest challenge in ensuring consistent quality.
June 10th 2026. Comfort Times Magazine
Q With increasing competition from branded and online mattress companies, how does Bhala Industries differentiate itself in terms of product value and customer trust?
In today’s highly competitive market with the growth of branded and online mattress companies, Bhala Industries follows several key strategies to differentiate itself. Primarily, we focus on the South Zone market and develop products by clearly understanding the specific needs of customers in that region. At the same time, we continuously monitor the daily activities and trends of branded and online competitors and update our offerings accordingly. Furthermore, we emphasize better quality, attractive appearance, and superior comfort, while providing products at competitive prices. In addition, we build customer trust and maintain long-term relationships through warranty and strong after-sales support.
June 10th 2026. Comfort Times Magazine