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Technology Retail in Australia

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HP overall Effort Score
Black Star 1

48

VS

Black Star 2

44

last Quarter

Sector Effort Score benchmark
Black Star 3

55

VS

Black Star 4

54

last Quarter

Brand analysis

HP has turned it around. Last quarter. HP hit the bottom of the Technology Retail in Australia table, but after adding +4 points to its Overall Effort Score in Q1 2025, the brand has climbed two places.

Leaving Microsoft and Dick Smith / Kogan.com in its wake, the brand is now 9th.

The brand added +5 points to its ‘Style of Communication’ and ‘Knowledge & Expertise’ scores. Its ‘Speed of Resolving Problems’ score has gone up by +4 after more people "rated it ‘very easy’ to achieve what they set out to do" this wave.

‘Valuing the Customer’ added +3 to its scores and is where we’d recommend the brand focus its effort to climb higher in the table – particularly looking at the way it communicates that it understands customers’ needs.

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Style of Communication
54

vs

49

last quarter

36% say the politeness of their customer service agents is 'excellent'

38% rate the ability to communicate with them in their chosen language (other than English) as ‘good’

 
Knowledge & Expertise
47

vs

42

last quarter

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

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

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

 
Undertanding & Valuing the Customer
52

vs

49

last quarter

37% rate this brand as 'good' for how they made them feel valued/important as a customer

44% say the way they understood their needs was 'good'

48% say they were 'very satisfied' with the outcome of their communication or contact

 
Speed Solving the Problem
45

vs

41

last quarter

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

35% 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"

34% say they made it ‘very easy’ to achieve what they set out to do

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