EDEN PRAIRIE, Minn. (May 7, 2026) — Starkey has been named a winner of the 2026 Excellence in Customer Service Award, presented by the Business Intelligence Group. The award recognizes organizations that are redefining customer service through innovation, measurable impact, and a steadfast commitment to excellence.
Starkey was honored for its high-performing, people-first Customer Service organization, which continues to set a new standard for responsiveness, expertise, and customer satisfaction across the hearing industry.
“At Starkey, excellence is not an aspiration; it is our standard,” said Brandon Sawalich, President and CEO of Starkey. “This recognition reflects our relentless commitment to delivering an exceptional experience for every customer, every time. By investing in our people, embracing innovation, and holding ourselves to the highest standards, we are leading the industry in what customer service should be, for both hearing professionals and the patients they serve.”
Starkey’s Customer Service team, comprised of 150 professionals across 15 specialized teams, brings more than 1,500 years of collective experience to supporting customers, partners, and government programs. The organization answers more than 1,900 inbound calls daily, with an average speed to answer of just three seconds and routes customers to the appropriate expert in approximately 19 seconds.
Over the past year, Starkey has delivered transformational results, including a 95% customer satisfaction (CSAT) score, an eight-point increase year over year, and a Net Promoter Score (NPS) of 77. First-call resolution reached 90%, with even higher performance during new product launches, ensuring customers receive fast, accurate solutions when they need them most.
Operational performance has also seen significant gains, with service levels improving by 23 points over two years and nearly 90% of calls answered within 30 seconds. A redesigned online ordering and service platform further enhanced the digital customer experience, driving a 12-point increase in satisfaction while streamlining processes and reducing complexity. The team also recently deployed new, cloud-based telephony and advanced workforce management systems to enhance call clarity and performance, optimize resource allocation to drive service level improvements, and turn valuable customer insights into action.
By aligning innovation, performance, and purpose, Starkey continues to deliver on its mission to be the easiest company to do business with—helping hearing professionals and patients connect, communicate, and live fully.
