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HP (UK)

  Technology Retail in the UK

HP overall Effort Score: 54 HP (UK) vs 49 HP (UK) last quarter
Sector Effort Score benchmark: 57 HP (UK) vs 55 HP (UK) last quarter

HP has found itself out of the bottom position this quarter among UK consumers after adding a +5 point increase in its Overall Effort Score to 54.

The reason behind this increase follows score boosts in all four pillars. One of the biggest increases came from its Knowledge & Expertise pillar, going from 49 to 53.

There was a +3ppt increase in HP customers rating the expertise and knowledge of its customer service agents as ‘excellent’, moving from 38% to 41%.

Both Speed of Resolving Problems and Valuing the Customer had +4 point increases to 49 and 57 respectively.

Under Speed of Resolving Problems, HP customers are ranking the brand highly for making it ‘very easy’ to achieve what they set out to do (42%) and for not being left ‘on-hold’ or in a call queuing system for a long time (38%).

Similarly, customers commended HP for making them feel valued and important as a customer (40%) and understanding their needs (40%), explaining the boost in the Valuing the Customer pillar.

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Customer Effort in detail

Style of Communication 55 vs 53 last quarter

42% 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 53 vs 49 last quarter

41% rate the expertise of the customer service agent as 'excellent'

38% say the way details were clearly explained to them was 'excellent'

38% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 57 vs 53 last quarter

40% rate this brand as 'good' for how they made them feel valued/important as a customer

40% say the way they understood their needs was 'excellent'

39% say the range of solutions or options that were suitable was "excellent"

Speed Solving the Problem 49 vs 45 last quarter

38% rate how easy it was to find the information they wanted on the website/app as 'excellent'

38% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

42% say they made it ‘very easy’ to achieve what they set out to do

ContactEngine sponsors the Customer Effort Index

ContactEngine believes that a great customer experience is an effortless one, where life is made as easy as possible for the customer. ContactEngine commissioned the Customer Effort Index to measure how real people perceive the effort it takes to be a customer of some of the leading brands in the world. By enabling a comparison of effort not only within an industry, but across industries, we can identify and learn from the brands who lead on making it easy for their customers to do business with them.

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