customer-devoted

LISTENING IN ALL ITS FORM

We build relationships with our customer through the actively listening of our hearing care specialists and by using technology with a data-driven approach so we can provide an unforgettable experience.

The journey begins with Amplifon 360

Our 70-year experience and innovative drive made it possible to define Amplifon 360: an innovative and personalized journey that is the beginning of a close collaboration between the hearing care specialist and every single individual.

It is a proprietary protocol that integrates pioneering methods and instruments to assess the quality of hearing.

1 - Identifying needs

We identify people's hearing needs, passions and habits by working together to create a personal profile through a simple yet effective interview.

Identifying needs is essential, particularly as it makes it possible to share the common objectives of the individual and the hearing care specialist. Each person has different needs and a different lifestyle, and these will determine the most suitable solution for each one of them. A music lover is likely to need a different solution to someone who loves the outdoors. The same goes for someone who is always on the phone or a theatre lover.

2 - Assessing perception

Through targeted questions, we understand how each person perceives the quality of their own hearing in different environments and in different situations.

In most cases, hearing loss is not drastic but occurs gradually, even without us realizing exactly how much it has changed. Assessing perception is very important as the customer's perception of hearing can be compared with the physical tests later. The same test will be offered again after the device fitting so the customer's perception of the benefits obtained can also be assessed.

3 - 360-degree hearing test

Thanks to advanced equipment and our hearing care specialists' training, it is possible to carry out a full, in-depth check-up free of charge through a series of physical tests to evaluate: the quality of hearing, noise tolerance, as well as word recognition in quiet and in noisy environments.

The tonal audiometry hearing test is very useful for identifying the exact level of hearing loss for every single frequency, but it does not reflect everyday life as it is performed in the total absence of noise. Qualitative tests, on the other hand, which express the individual's ability to understand and repeat words both in silence and with background noise, are more effective especially when fitting and fine-tuning the devices. Indeed, qualitative tests reflect the person's actual ability to communicate. Additionally, the noise tolerance test is very useful for determining how likely the person is to use the hearing device.

4 - Sharing results

After collecting all the necessary information, it's time to evaluate everything together in full transparency. At this point, the results of the various tests are gathered together and compared with the person's initial perceptions.

It is very important for us at Amplifon to be completely transparent and to involve each person in their journey towards hearing well-being, giving them an active role and making them aware of their own needs and choices. Comparing individual perceptions with test results highlights any inconsistencies and guides people towards greater awareness.

5 - Personalized solutions

We finally come to the moment when our experts suggest the most suitable solution. This is when the fitting takes place and the device is adjusted using computerized systems to bridge the gap towards the hearing profile outlined by the tests. During the 30-day free trial period, intermediate checks and hearing aid adjustments are carried out to perfect the selected solution. The Amplifon App and Companion1 are valid allies when adopting the solution as they provide personalized daily assistance.

The trial period allows the person to test the hearing solution in real everyday situations. It also means that any adjustments can be made so that the person is fully satisfied even before the purchase. After the 7 years, on average, that pass before a person sees a specialist, his/her auditory system is no longer used to hearing. As a consequence, several weeks are needed for them to get used to hearing again and a series of appointments are also essential to gradually adjust the hearing aid until the best and most comfortable level is found.

6 - Follow-up & continuous support

The Amplifon 360 journey doesn't end here. Amplifon experts are always available to discuss the benefits obtained and the level of satisfaction with each person.

A successful journey is also the result of optimizing hearing aid settings. Amplifon 360, in fact, includes free assistance for an unlimited period of time, with periodic meetings to check, adjust and clean the devices. Each person lives in a real, protected ecosystem in which they can feel at ease and benefit from continuous support, also making use of the data and feedback from the Amplifon App2.

Hearing and the brain are continuously changing. Periodic appointments are needed for the optimal adjusting of the hearing aids, so that everyone can enjoy all the emotions of sound.

7 - Repurchasing

Hearing aids last 4–5 years on average. After this period, we are naturally keen to continue the relationship of trust established with Amplifon, repeating all the previous stages.

1 Available in most countries of operation.

2 The multichannel ecosystem is currently available in Italy, Germany, France, United States, Australia and Netherlands.

Our skilled experts

All our hearing care specialists have professional audiological skills that are legally recognized in the various countries where we operate. They also have the technological and relational skills needed to evaluate, propose and apply the most suitable hearing solutions for every need. Each year they perform over 1.6 million hearing tests and keep up to date by completing 220,000 hours of training.

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