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Technology Retail in Australia

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HP overall Effort Score
Black Star 1

56

VS

Black Star 2

54

last Quarter

Sector Effort Score benchmark
Black Star 3

57

VS

Black Star 4

56

last Quarter

Brand analysis

HP has had a fantastic year in the Technology Retail in Australia table. Its Overall Effort Score has grown by +2 in the past three months, marking a total increase of +8 since Q1 2025.

Broadly speaking, brands in the Technology Retail in Australia table are divided into two groups. Just five points separate the top seven brands. In Q1 2025, the bottom four brands were separated from seventh space by a further eight points.

HP has been the first of these lower four brands to break rank and climb the table. It is now just three points away from cracking into that top cluster.

Looking at the brand’s performance in the pillars, Speed of Resolving Problems and Knowledge & Expertise are both up by +2, Style of Communication is up by +1, while Valuing the Customer has remained flat.

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Style of Communication
58

vs

57

last quarter

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

40% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

 
Knowledge & Expertise
55

vs

53

last quarter

41% rate the expertise of the customer service agent as 'excellent'

40% say the way details were clearly explained to them was 'good'

41% rate how well the customer service agent understood their particular problem or question as 'good'

 
Valuing the Customer
57

vs

57

last quarter

40% rate this brand as 'excellent' for how they made them feel valued/important as a customer

41% say the way they understood their needs was 'good'

55% say they were 'very satisfied' with the outcome of their communication or contact

 
Speed of Resolving Problems
53

vs

51

last quarter

43% rate how easy it was to find the information they wanted on the website/app as 'good'

41% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

43% say they made it ‘very easy’ to achieve what they set out to do

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