The UK arm of HP has found itself in 9th position this quarter after a drop of -1 point in its Overall Effort Score, which is now 49.
This drop comes after three of the pillars declined in score. The biggest dip came from Knowledge and Expertise, which now has a score of 48, a decline of -4 points.
Last quarter, 44% of HP’s customers marked them as ‘good’ for how well the customer service agent understood their particular issue. This quarter, only 38% ranked them this way - a 6% decline.
The pillar also had a 6% drop in the number of its customers who said the way details were clearly explained to them was ‘good’, something for the technology company to work on this quarter.
There is good news in its Valuing the Customer score, which increased from 51 to 53. This is likely why it only experienced a -1 drop in its Overall Effort Score. The score in this pillar jumped after a 4% increase in the number of its customers who rated this brand as ‘excellent’ for how they made them feel valued/important as a customer.