Another drop this quarter for HP Australia as its Overall Effort Score fell by a further 2 points.
This not only marks its third decline of the year, but means the tech giant has had a -10 drop in 2024. As a result, it is now 9th position, 2 points below its main competitor, Microsoft.
Thinking about the cause of this latest drop, two pillars have a lower score, and two have stayed the same.
Knowledge & Expertise has had the biggest drop of -3 points to 42, bringing it to a total of -15 points since the beginning of the year.
Diving into the reasons behind this drop, 4ppt fewer HP customers rated the expertise of the customer service agent as ‘excellent’. There was also a 2ppt decline in the number of customers ranking HP as ‘good’ for how details were explained to them.
3ppt fewer rated how the customer service team understood their particular issue as ‘good’, dropping to 39%.
Both the Style of Communication and Valuing the Customer have the same score as last quarter, at 49.