Technology Retail in Australia
Another drop this quarter for HP Australia as its Customer Effort Score fell by another -3 points to 46. This means it has experienced a -8 point decline since the beginning of this year and is now joint last with Dell and Dick Smith / Kogan.com.
Diving into why, all four pillars have dropped lower than last quarter. One of HP Australia’s biggest dips has been its Knowledge and Expertise score, which dropped -3 points to 45 from 48. The reason being its customers rated the tech company down after being asked if the way details were clearly explained to them was ‘good’, which only 42% agreed.
Its Valuing the Customer score also dropped by -3 points to 49 after 5% fewer customers said they were ‘very satisfied’ with the outcome of their communication or contact. There was an increase in this category, however. Forty-two per cent of customers - a 3% increase - rated HP Australia as ‘good’ for how they made them feel valued/important as a customer.
Customer Effort in detail
Style of Communication
49 vs 51 last quarter
41% 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 and Expertise
45 vs 48 last quarter
44% rate the expertise of the customer service agent as 'excellent'
42% say the way details were clearly explained to them was 'good'
42% rate how well the customer service agent understood their particular problem or question as 'good'
Understanding & Valuing the Customer
49 vs 52 last quarter
42% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
44% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
43% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
Speed Solving the Problem
43 vs 47 last quarter
41% rate how easy it was to find the information they wanted on the website/app as 'good'
42% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
45% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
