SpeakBack, the Customer Service Index (CSI) programme for Honda dealers, has swapped to a new provider. Previously it was operated by Aura, but following an end-of-contract re-pitch, has been awarded to rival firm CPM.
“They gave the best presentation of how they saw the CSI programme moving forward, and as they already handle the customer contact centre for Honda, this offered efficiency improvements,” said a Honda spokesman.
The criteria and processes of SpeakBack will remain unchanged, but CPM believes its programme will give a fresh approach to the customer experience.
The successful bid follows the launch of its dedicated automotive division last year. Bosses said helping Honda leap-frog Lexus and secure number one spot in JD Power was the long-term goal.
Commenting on the deal, Matt Gibson, head of customer and aftersales at Honda, said: “CPM have moved from being a supplier to a supportive and leading edge partner which will ensure Honda leads and innovates now and in the future.”
Paul Brayley is managing director of Brayley Honda, which has dealerships across the sout-east. “It would appear to be a sensible consolidation since CPM also operates Honda’s front line contact centre. Plus there’s no change to the CSI scoring system which is a bonus from a dealer perspective,” he said.