Case Study: Miracle-Ear increases NPS and repurchase rates with NICE Systems' Satmetrix

NICE Satmetrix Amplifies the Voice of the Customer for Miracle-Ear

Miracle‑Ear, a 70‑year leader in hearing aids with 1,500+ franchised and corporate retail outlets headquartered in Minneapolis, struggled with limited, delayed customer feedback. Relying on paper surveys sent six months after purchase produced one‑dimensional insights, missed critical touchpoints in the customer journey, and left the company uncertain about declining repeat‑purchase rates.

By implementing NICE Satmetrix, Miracle‑Ear moved to electronic surveys at multiple touchpoints—annual relationship, nine‑week purchase, return, and “no sale”—giving franchisees real‑time, actionable feedback. The program drove consistent NPS improvement, steady increases in repurchase rates, and a closed‑loop process for addressing issues.

Miracle-Ear

Janine Vesper

Operations Manager