Hearing healthcare provider Resonate Health is the latest business to earn Consumer Trusted status – recognising its approach to customer care and transparent pricing in a sector that has traditionally been harder for consumers to navigate.
And to celebrate they’re giving Consumer NZ members 50% off a hearing assessment.
With 31 studios, the 100% New Zealand-owned business was set up to challenge traditional models in the hearing sector. It uses a subscription model rather than charging the large upfront costs often seen in the industry.
Consumer NZ CEO Jon Duffy awarding James Whittaker, founder and CEO of Resonate, the Consumer Trusted endorsement.
Consumer NZ put Resonate through a rigorous assessment process, which included a mystery shopping component that found reliably strong customer experiences, says Consumer’s business programmes manager, Deanne Teague.
“Resonate consistently delivers a warm, professional and confidence-building customer experience. Customers are treated with respect, listened to carefully and supported through clear, calm and consultative communication.
“Staff demonstrate genuinely people-first engagement, creating a welcoming environment that prioritises reassurance, understanding and informed decision- making rather than transactional sales.”
Deanne says Resonate’s subscription model, including the cancellation options, was communicated clearly in mystery shopping.
“Clear, upfront pricing is a defining strength for Resonate, particularly through the ‘Unlimited’ subscription model, which removes common barriers such as high upfront costs, hidden fees and restrictive contracts.”
Mystery shopping was carried out at multiple Resonate studios, and we found consistently high service standards across them. Customer feedback supported these findings, with a high number of positive Google reviews with high ratings.
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Resonate founder and CEO James Whittaker says undergoing the Consumer Trusted process was an opportunity to test the company’s approach.
“New Zealanders deserve a hearing health provider they can genuinely trust. We chose to go through the Consumer Trusted endorsement process to put our values to the test, and to give our customers confidence that we will always put them first.
“The results reflect our commitment to exceptional service, transparency, and helping New Zealanders make informed decisions about their hearing health. The regular reviews and mystery shopping also keep us accountable, ensuring we never stop raising the standard of hearing healthcare in New Zealand.”
