The pillow has a very soft, plush touch on the outer shell and the foam itself, when layered, is quite firm and gives my neck the support I need to sleep well. Took about a week to get used to the change from my old pillow but this pillow is unlike any I've had before and I don't want to get up in the morning! My only gripe is that I had to remove a layer of foam and storing it isn't exactly easy and don't want it to get damaged.