The 2026 recognition from the Business Intelligence Group highlights the company’s performance metrics and support for hearing professionals.
Starkey has been named a winner of the 2026 Excellence in Customer Service Award, presented by the Business Intelligence Group. The award recognizes organizations for innovation, measurable impact, and commitment to customer service. Starkey was honored for its customer service organization, which supports hearing professionals, partners, and government programs.
“At Starkey, excellence is not an aspiration, it is our standard,” says Brandon Sawalich, president and CEO of Starkey, in a release. “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.”
Customer Service Performance Data
According to the company, its customer service team achieved several key performance benchmarks over the past year. These include a 95% customer satisfaction (CSAT) score, representing an eight-point increase year-over-year, and a Net Promoter Score (NPS) of 77. The team also attained a 90% first-call resolution rate.
Operational metrics show that service levels improved by 23 points over two years, with nearly 90% of calls answered within 30 seconds. The organization, which handles more than 1,900 inbound calls daily, reports an average speed to answer of three seconds.
Operational and Technology Enhancements
Starkey’s customer service department is comprised of 150 professionals across 15 specialized teams. Recent updates to its operations include the deployment of new cloud-based telephony and advanced workforce management systems designed to enhance call clarity and optimize resource allocation.
Additionally, a redesigned online ordering and service platform contributed to a 12-point increase in digital customer experience satisfaction while streamlining processes for users.
For more information about Starkey, visit www.starkey.com.
