Honda (UK) has appointed outsourced sales organisation CPM to manage its integrated CSI programme.
The Customer Satisfaction Index is a key performance framework that assesses customer experience from pre- purchase through to service and repeat opportunity.
Following an in-depth tender process, Honda announced that CPM will not only take the lead in developing and managing the carmaker’s CSI dealer performance database and customer service lines, but also through the agency’s creative approach integrate a new field-based solution supporting Honda (UK)’s dealership network.
CPM automotive business unit director Jon Blythe said: “The CSI programme will allow a fresh approach to customer experience which will drive the levels of satisfaction customers required across all touch points within the brand.”
Matt Gibson, head of customer and aftersales for Honda (UK) added: “Their creative framework, knowledge of the industry and ability to drive exceptional customer experience through sharing best practice, matched with their desire to drive insight and elevate clients to a new level, means that CPM are the hub of every Honda (UK) customer interaction.
"Consequently they have set the benchmark for each follow-up experience across all areas of the brand. CPM have moved from being a supplier to a supportive and leading edge partner which will ensure Honda (UK) leads and innovates now and in the future.”