One of the most important aspects for anyone buying a hearing aid is customer service: if it’s bad it can colour the whole experience.
Staff at US-based hearing-aid manufacturer Starkey can celebrate winning a Silver Stevie Award for Customer Service Excellence.
The awards were created in 2002 to recognise the achievements and positive contributions of organisations and working professionals worldwide.
For this year’s awards, more than 2,100 nominations were received from organisations of all sizes and in virtually every industry, in 41 nations and territories. Winners were determined by the average scores of 150 professionals worldwide on eight specialised judging committees.
Starkey received a silver award, recognising the company’s commitment to delivering exceptional service to hearing professionals, patients, and partners worldwide.
The company, which is firmly behind Auracast by releasing the Edge AI and Omega AI hearing aids, says the award is backed by its strongest customer service performance to date. This, it adds, includes record-breaking satisfaction and responsiveness metrics for 2025.
In the company’s most recent Customer Satisfaction (CSAT) survey, Starkey reports achieving its highest-ever results and outperforming industry benchmarks.
These included:
- Industry-leading 95% CSAT score, an eight-point improvement over 2024
- 75 Net Promoter Score (NPS), considered excellent and well above industry norms
- Rapid response performance: More than 1,900 calls answered daily by a live operator in under five seconds
- 90% first call resolution overall, and 98% for new product launch inquiries
- 12-point CSAT improvement following the launch of Starkey’s new online ordering and service platform in June
- Customer service team strength: 150 professionals across 15 teams representing more than 1,500 combined years of experience
- Veteran support excellence, with nearly 100 daily calls from U.S. military veterans answered by a live voice and resolved quickly
“For more than 60 years, exceptional service has been foundational to who we are,” said Chris Van Guilder, Starkey’s Chief Customer Officer.
“Earning a Stevie Award for Customer Service is meaningful because it reflects the expertise and caring approach of our team members in supporting hearing professionals and patients.
“These results are a direct outcome of investing in our people and the tools they use, refining our processes, and elevating our own standard of excellence to help more customers and more patients than ever before.”
For more details, log on to: https://www.starkey.co.uk/
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