SharkNinja: Delivering Five-Star Consumer Experiences

SharkNinja is a global product design and technology company comprised of two multi-billion-dollar brands, Shark and Ninja, with combined net sales of $6.4 billion in 2025. Operating in 38 markets and partnering with more than 180 retailers worldwide, the company serves millions of consumers across 38 product subcategories.

Over the past 17 years, SharkNinja has grown at a 21% compound annual rate, more than 20 times the pace of the broader appliance market. In Q4 2025, the company achieved its 11th consecutive quarter of double-digit net sales growth, delivering 18% growth in Q4 and 16% for the full year - its strongest performance to date. This sustained growth is driven by a rapid innovation model that brings approximately 25 new products to market annually and is supported by more than 5,200 global patents.

As SharkNinja scaled globally, the complexity of supporting millions of consumers increased significantly. Traditional service models, reliant on post-interaction surveys and limited QA sampling alone, provided delayed visibility and failed to consistently capture the emotional quality of interactions or identify friction before it impacted satisfaction.

At SharkNinja’s scale, delivering consistent, high-quality, empathetic experiences requires a fundamentally different operating model.

To address this, SharkNinja evolved its CX organization into a technology-enabled, insight-driven function that operationalizes empathy at scale. By leveraging AI-powered quality monitoring and real-time consumer sentiment analysis, the company evaluates not just what happens in an interaction, but how it is experienced by the consumer.

Anchored by a “Make It Right” philosophy and enhanced through live video troubleshooting and direct engineer access, this CX model enables faster resolution, reduces effort, and strengthens trust, ensuring five-star products are matched by five-star experiences for consumers worldwide.