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Technology Retail in the US

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Vodafone overall Effect Score
Black Star 1

59

VS

Black Star 2

58

last Quarter

Sector Effort Score benchmark
Black Star 3

60

VS

Black Star 4

59

last Quarter

Brand analysis

It’s been a positive quarter for HP in the Customer Effort Index. The brand has added +1 to its Overall Effort Score after it continued the growth seen in the ‘Style of Communication’ pillar, which has been recorded for two straight quarters.

In fact, three of the four pillars have increased for HP this wave, with only ‘Valuing the Customer’ remaining at the same level as it was in Q4 2024. A focus on how they make their customers feel should see improvements.

HP has increased two places on the Technology Retail in the US table, up from 7th last wave to joint 5th alongside Walmart and Target. This is the highest position recorded for HP in the US since we started the Customer Effort Index – a great achievement.

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Style of Communication
65

vs

63

last quarter

48% say the politeness of their customer service agents is 'excellent'

49% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

 
Knowledge & Expertise
58

vs

56

last quarter

45% rate the expertise of the customer service agent as 'excellent'

41% say the way details were clearly explained to them was 'excellent'

42% rate how well the customer service agent understood their particular problem or question as 'excellent'

 
Undertanding & Valuing the Customer
59

vs

59

last quarter

42% rate this brand as 'excellent' for how they made them feel valued/important as a customer

46% say the way they understood their needs was 'excellent'

52% say they were 'very satisfied' with the outcome of their communication or contact

 
Speed Solving the Problem
57

vs

55

last quarter

39% 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"

49% say they made it ‘very easy’ to achieve what they set out to do

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