60
VS
59
last Quarter
62
VS
60
last Quarter
HP isn’t budging. The brand has posted the same Overall Effort Score – 59 – for four consecutive quarters, but now sits at the tailend of the Technology Retail in the US table alongside Microsoft.
We’d advise HP to pay particular attention to Valuing the Customer in the months ahead as that is the only one of the four pillars where it has lost ground wave on wave.
Filters
vs
64last quarter
53% say the politeness of their customer service agents is 'excellent'
50% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
vs
58last quarter
46% rate the expertise of the customer service agent as 'excellent'
47% say the way details were clearly explained to them was 'excellent'
47% rate how well the customer service agent understood their particular problem or question as 'excellent'
vs
59last quarter
46% rate this brand as 'excellent' for how they made them feel valued/important as a customer
48% say the way they understood their needs was 'excellent'
54% say they were 'very satisfied' with the outcome of their communication or contact
vs
56last quarter
44% rate how easy it was to find the information they wanted on the website/app as 'excellent'
48% 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"
48% say they made it ‘very easy’ to achieve what they set out to do
