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HP (UK)

  Technology Retail in the UK

HP overall Effort Score: 49 HP (UK) vs 50 HP (UK) last quarter
Sector Effort Score benchmark: 54 HP (UK) vs 54 HP (UK) last quarter

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.

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Customer Effort in detail

Style of Communication 53 vs 56 last quarter

40% say the politeness of their customer service agents is 'excellent'

41% rate the ability to communicate with them in their chosen language (other than English) as 'good'

Knowledge and Expertise 49 vs 52 last quarter

38% rate the expertise of the customer service agent as 'excellent'

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

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

Understanding & Valuing the Customer 53 vs 51 last quarter

41% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

40% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

42% 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 45 vs 46 last quarter

41% rate how easy it was to find the information they wanted on the website/app as 'good'

38% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "good"

37% rate how they were not left on-hold or in a call queuing system for a long time as 'good'

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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