59
VS
59
last Quarter
60
VS
60
last Quarter
HP isn’t budging. The brand has posted the same Overall Effort Score – 59 – for three consecutive quarters, taking joint sixth in this wave’s Technology Retail in the US table alongside Walmart and Dell.
The brand’s consistent scores can be found reflected in the component pillars.
Knowledge & Expertise and Valuing the Customer remains the same wave on wave, while Speed of Resolving Problems and Style of Communication have dipped -1.
Filters
vs
65last quarter
51% 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
45% rate the expertise of the customer service agent as 'excellent'
46% rate how well the customer service agent understood their particular problem or question as 'excellent'
vs
59last quarter
43% rate this brand as 'excellent' for how they made them feel valued/important as a customer
44% say the way they understood their needs was 'excellent'
54% say they were 'very satisfied' with the outcome of their communication or contact
vs
57last quarter
41% 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"
48% say they made it ?very easy? to achieve what they set out to do
