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Technology Retail in the UK

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HP overall Effort Score
Black Star 1

60

VS

Black Star 2

54

last Quarter

Sector Effort Score benchmark
Black Star 3

60

VS

Black Star 4

57

last Quarter

Brand analysis

HP is on the rise. The brand is now sitting joint fifth alongside Dell, up from seventh last wave, after adding +6 to its Overall Effort Score.

A growth of this magnitude can only really happen if all four pillars increase and we’ve seen this in HP’s scores this wave in abundance.

‘Valuing the Customer’ and ‘Speed of Resolving Problems’ are particular standouts, adding +7 and +8 to scores wave on wave respectively.

Our advice to HP would be to focus on two areas; the ability to communicate with customers in their chosen language other than English and how frequently customers can resolve their issues on the first contact. Improvements in these areas will result in the brand continuing to climb the Technology Retail in the UK table.

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Style of Communication
60

vs

55

last quarter

42% 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 ‘good’

 
Knowledge & Expertise
58

vs

53

last quarter

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

38% say the way details were clearly explained to them was 'excellent'

38% rate how well the customer service agent understood their particular problem or question as 'excellent'

 
Undertanding & Valuing the Customer
64

vs

57

last quarter

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

40% say the way they understood their needs was 'excellent'

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

 
Speed Solving the Problem
57

vs

49

last quarter

38% rate how easy it was to find the information they wanted on the website/app as 'excellent'

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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