SharkNinja has been named Organization of the Year by the Business Intelligence Group (BIG) in its 2026 Excellence in Customer Service Awards, a global program that recognizes companies setting the standard for measurable, human-centered service delivery.
“Being recognized for customer service excellence reflects how our teams show up for consumers, meeting them where they are and stepping in when it matters most,” said Michelle Crossan-Matos, Chief Brand & Experience Officer at SharkNinja. “We’ve built something that goes beyond process – a culture that pairs empathy with action to make things right and leave consumers feeling better than they could have imagined. That’s what builds trust and turns a single moment into a lasting relationship.”
This recognition comes as SharkNinja introduces its new signature service philosophy, The Good Call™—a reimagined approach to customer experience rooted in empathy and designed to make every interaction a defining brand moment. Grounded in the belief that service is where a brand proves itself, The Good Call™ removes friction, resolves issues quickly, and delivers experiences that feel intuitive, human, and memorable.
At SharkNinja, empathy for the consumer runs through the entire organization. Through its “Hear What We Hear” initiative, product and engineering teams regularly listen to live consumer calls, surfacing trends that accelerate issue resolution and product refinement, creating a direct feedback loop between service and innovation.
Every consumer interaction is treated as a data point and an opportunity. Through AI-powered analysis, SharkNinja examines 100% of consumer support interactions for tone, responsiveness, and emotional friction. When an interaction falls below standards, teams follow up before dissatisfaction has a chance to take hold. Call center agents receive live empathy coaching during calls, adjusting tone, shifting scripts, and applying the right policy as the conversation unfolds.
“SharkNinja is a company that ships five-star products, and this recognition reflects their decision to back those products with five-star service at scale. Embedding AI-powered quality monitoring and direct engineer access into a consumer service model is not a common move – it shows an organization that treats after-sale experience as part of the product, not a cost center,” said Russ Fordyce, Chief Recognition Officer, Business Intelligence Group.
The Excellence in Customer Service Awards are judged by a panel of experienced business executives using objective scoring benchmarks, with nominations drawn from organizations across more than 20 industries worldwide.
About SharkNinja
SharkNinja is a global product design and technology company, with a diversified portfolio of 5-star rated lifestyle solutions that positively impact people’s lives in homes around the world. Powered by two trusted, global brands, Shark and Ninja, the company has a proven track record of bringing disruptive innovation to market, and developing one consumer product after another has allowed SharkNinja to enter multiple product categories, driving significant growth and market share gains. Headquartered in Needham, Massachusetts with more than 4,000 associates, the company’s products are sold at key retailers, online and offline, and through distributors around the world. For more information, please visit sharkninja.com