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HearUSA’s Patient Care team received the Customer Experience – Customer Service Department Team of the Year award at the 2026 Titan Business Awards. The company reported a 67% increase in appointments and a more than threefold rise in its Net Promoter Score between October 2023 and September 2025, attributing the changes to investments in staff development, processes and technology.
HearUSA’s Patient Care team has been named Customer Experience – Customer Service Department Team of the Year at the 2026 Titan Business Awards, an international business competition. The recognition follows company-reported gains in patient appointments and customer recommendations over a two-year period, though the award announcement does not provide independent verification of those results.
HearUSA said appointments increased by 67% between October 2023 and September 2025, while its Net Promoter Score more than tripled. Net Promoter Score, or NPS, is a measure based on customers’ willingness to recommend a company; HearUSA’s release did not give the starting or ending scores, the number of respondents, or the survey method.
The company attributes the reported changes to investment in employee development, operational processes and technology. Its Patient Care team provides real-time support, connects people with hearing evaluations and assists them from an initial inquiry through ongoing care, according to the award announcement. The company describes the team’s role as helping patients access its hearing-care network.
HearUSA operates more than 380 hearing centers and has a network of more than 4,000 hearing-care professionals, according to the supplied report. The Titan awards are presented by the International Awards Associate, which recognizes organizations and individuals across business, leadership, innovation and customer experience categories.
How the Award Relates to Patient Access
The award spotlights a part of hearing care that often begins before a patient sees a clinician: getting questions answered, arranging an evaluation and finding a way into ongoing care. For HearUSA, the Patient Care team serves as an entry point to a large network of centers and professionals. The company’s reported appointment growth suggests more people entered its care pathway during the stated period, but the available material does not establish why the increase occurred or how many appointments represented new patients.
The recognition may also matter to people comparing providers because it draws attention to service and access, not only hearing devices or clinical services. However, an industry award is not a clinical assessment of treatment outcomes, and the reported NPS change does not by itself show that patients experienced better hearing health. Readers should distinguish the award’s recognition of customer service from evidence about clinical quality or individual results.
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The Team Behind the Recognition
The award recognizes the Customer Experience – Customer Service Department Team of the Year category, with HearUSA identifying its Patient Care team as the group honored. The supplied report describes the team’s work as supporting patients at several stages, from first contact and hearing evaluation scheduling to continued assistance. It does not specify the award’s judging criteria, the number of entries, or the other finalists.
The International Awards Associate administers the Titan Business Awards. IAA spokesperson Thomas Brandt said the awards recognize business achievement and described the season’s winners as demonstrating leadership, innovation, resilience and vision. HearUSA has also received earlier recognition for client care and consultancy services and has been named a top hearing-care retailer in multiple consecutive years, according to the source report; details of those honors were not supplied.
“This recognition is a testament to the dedication of our Patient Care team and the important role they play in helping more people access the hearing care they need.”
— Oliver Asmar, president of HearUSA
Details Behind the Reported Gains
The announcement does not disclose the baseline appointment count, the absolute number of appointments added, or the calculation used for the 67% increase. It also gives no starting or ending NPS values, survey dates, sample size or response rate. The comparison period is specified, but the underlying measurement details are not.
It is also unclear how the award judges assessed HearUSA’s entry, what other organizations competed in the category, and whether the reported performance data were reviewed by the award administrator. The company attributes the gains to staffing, process and technology investments, but the material does not quantify the contribution of each or establish that those investments alone caused the changes. No patient outcome data are provided.
What Patients Can Expect Next
The award announcement does not name a new program, service change or further performance target. HearUSA says its Patient Care team continues to support inquiries and connect people with hearing evaluations through its network. The immediate next step for prospective patients is to contact HearUSA or a hearing-care professional directly for current service availability and appointment information.
Further reporting could clarify how the company calculated its appointment and NPS figures, whether it will publish comparable results for a later period, and what specific investments it plans to continue. Until those details are available, the award and performance measures provide a snapshot of the company’s recognition and its own account of customer-service progress.
Key Questions
What award did HearUSA’s Patient Care team receive?
The team was named Customer Experience – Customer Service Department Team of the Year at the 2026 Titan Business Awards, administered by the International Awards Associate.
What performance figures did HearUSA report?
HearUSA reported that appointments rose 67% and its Net Promoter Score more than tripled between October 2023 and September 2025. The announcement did not include the underlying counts, NPS scores or survey details.
What does HearUSA’s Patient Care team do?
According to the company, the team provides real-time support, connects people with hearing evaluations and assists them from their first inquiry through ongoing care.
Does the award establish improved clinical outcomes?
No clinical outcome data were included in the announcement. The award recognizes a customer-service team; it is not presented as an assessment of hearing treatment results.
How large is HearUSA’s care network?
The supplied report says HearUSA operates more than 380 hearing centers and maintains a network of more than 4,000 hearing-care professionals.
Source: hearingreview.com
