HP (AU) - Nice

Technology Retail in Australia

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HP overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

What a result for HP this wave. The brand has added +6 to its Overall Effort Score vs last wave, taking its score to 54 – an all time high.

It’s been a long-term period of growth for HP’s Customer Effort performance among Aussies. In fact, in Q3 2024, the brand languished at the tail of the Technology Retail in Australia table with a score of 44. Adding +10 in just 12 months is certainly no mean feat.

Diving into the component pillars, the brand has unsurprisingly seen growth wave on wave in all four. Speed of Resolving Problems and Knowledge & Expertise are up by +6, while Valuing the Customer has grown by +5.

Style of Communication

last quarter

43% say the politeness of their customer service agents is 'excellent'

39% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge & Expertise

last quarter

39% rate the expertise of the customer service agent as 'good'

39% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

39% rate this brand as 'excellent' for how they made them feel valued/important as a customer

42% say the way they understood their needs was 'good'

54% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

45% rate how easy it was to find the information they wanted on the website/app as 'good'

39% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "good"

42% say they made it ?very easy? to achieve what they set out to do

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HP (UK) in the UK

HP (US) in the US