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FAQs

Introduction
HP Daniela Ciolompea 3rd of August 2020

How can I join HP Protagonist?

By default, all customers who purchase an HP Large Format printer, who have signed the EOI (End of Installation form) and who have agreed on receiving email communications from HP are already participants of the program unless they unsubscribe.

If for some reason you are not in the program and you would like to join, please send an email to the following account: youare@hp.com


How can I unsubscribe?

All emails sent from HP Protagonist include an unsubscribe link in the footer.


How does HP Protagonist work?

It is very easy. After the installation of the printer, you will be receiving emails from HP Protagonist on a regular basis which will contain small surveys. These surveys are usually as short as one question: “How likely are you to recommend your HP Printer to others?”. However, once in a while, we also like to ask you a few more questions regarding the installation, usage, or services required by your printer.

But no worries about this. There are only 3 surveys of these the first year and they never take longer than 10 minutes to complete.

In addition, if you are not a fan of emails or surveys, you can also use the customer experience button placed in the front panel of your printer to send us your feedback at any time. You will recognize it because the icon is a smiley face.

See the terms & conditions document for more information.


How often will I be receiving these surveys?

One - question surveys are sent every 3 months. However, we do send reminders out once a month if we do not get a response.

More complex surveys are only sent right after the installation of your printer and six months, one year, and two years after the installation of your printer. Also, we will send you a satisfaction survey every time you request HP technical services.

In addition, some other relevant information related to the maintenance of your printer, applications, or firmware upgrades could be sent to you at any time during the year.


Why are you always asking the same question?

Asking the same question over and over again is like you asking your clients how everything goes every time you see them. We want to check on you and your printer. Therefore, we need a metric that enables us to detect changes as soon as possible when something is not right.

In addition, we are asking you to fill an open question, so we can get more information out of your score and, therefore, do something to improve your experience if needed.


Do I get something in return?

Yes, If your printer is an HP Latex R series, HP Latex 3000 series or HP Latex 1500 or an HP Stitch. In this case, each survey you answer is worth a number of points. The longer is the survey, the more points it will be worth it. By answering our surveys and accumulating points, you will be able to get the following rewards:

  • At the end of the year, the 8 customers with more points will be invited for a couple of days to the HP offices in Barcelona.  (currently only for mid-volume printers customers)
  • You will get more chances to be eligible as a beta customer to test new printer functionalities and firmware releases.

If your printer is an HP Designjet or an HP Latex 1XX/ 3XX/ 5XX, currently there is no reward program in place.


See the terms & conditions document for more information.


How can I know how many points do I have?

Between October and November, you will receive an email with the total points you will have got since January.

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