Starkey Wins BIG 2026 Excellence in Customer Service Award: Here's How They Achieved 95% CSAT

Starkey, a leading hearing aid manufacturer, has been honored with the 2026 Excellence in Customer Service Award by the Business Intelligence Group. This recognition highlights Starkey's outstanding performance metrics and unwavering support for hearing professionals.

Customer Service Performance Data

Starkey's customer service team has achieved remarkable benchmarks over the past year:

• 95% customer satisfaction (CSAT) score, an eight-point increase year-over-year
• Net Promoter Score (NPS) of 77
• 90% first-call resolution rate

Operational metrics also show significant improvement: service levels rose by 23 points over two years, with nearly 90% of calls answered within 30 seconds. Handling over 1,900 inbound calls daily, the team boasts an average speed to answer of just three seconds.

Operational and Technology Enhancements

Starkey's customer service department comprises 150 professionals across 15 specialized teams. Recent upgrades include:

• New cloud-based telephony and advanced workforce management systems for better call clarity and resource allocation
• A redesigned online ordering and service platform that boosted digital customer experience satisfaction by 12 points

“At Starkey, excellence is not an aspiration, it is our standard,” says Brandon Sawalich, president and CEO. “This recognition reflects our relentless commitment to delivering an exceptional experience for every customer, every time.”

For more information, visit Starkey's website.