Abstract
The hearing aid market is rapidly evolving with advancements in features and potential
changes in service delivery models, including the new over-the-counter device category.
Data from the MarkeTrak 2022 survey indicate most hearing aid owners report regular
quality-of-life benefits from hearing aids, even more than in previous surveys. The
increased likelihood of hearing aid benefits might be attributable to modern hearing
aid features advancements, such as wireless connectivity and rechargeable batteries.
Hearing aid satisfaction rates have been relatively stable over the years, indicating
that more than 80% of hearing aid owners are satisfied with their devices. Hearing
aid satisfaction rates do not appreciably vary by fitting channel; hearing aid owners
fitted in person, fitted remotely, or self-fit are similarly likely to report high
satisfaction with their device. However, only respondents in the in-person channel
gave establishment ratings (reflecting their willingness to recommend) that resulted
and reflected a positive net promoter score. Given the potential for net promoter
scores to be related to brand growth and customer loyalty, this finding has implications
for the development of over-the-counter hearing aid service-delivery models. Additional
work is warranted to explore the factors that negatively affect hearing aid owners'
satisfaction with the companies delivering limited services.
Keywords
hearing aid - benefit - satisfaction - implant - direct-to-consumer
