65
VS
63
last Quarter
63
VS
62
last Quarter
HP’s Overall Effort Score continues to grow for the second straight quarter.
Adding +2, at 65, the brand has posted its highest ever Technology Retail in the UK result in the Customer Effort Index’s two-year history.
All four pillars are up on last wave’s results too. Speed of Resolving Problems has the biggest increase of +3, while Knowledge & Expertise is up +2. Style of Communication and Valuing the Customer are both up by +1.
Filters
vs
63last quarter
45% say the politeness of their customer service agents is 'excellent'
45% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
vs
61last quarter
45% rate the expertise of the customer service agent as 'excellent'
45% say the way details were clearly explained to them was 'excellent'
43% rate how well the customer service agent understood their particular problem or question as 'excellent'
vs
66last quarter
43% rate this brand as 'excellent' for how they made them feel valued/important as a customer
43% say the way they understood their needs was 'excellent'
62% say they were 'very satisfied' with the outcome of their communication or contact
vs
61last quarter
44% rate how easy it was to find the information they wanted on the website/app as 'excellent'
44% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "excellent"
55% say they made it ‘very easy’ to achieve what they set out to do
