Following a tender process, sales development agency CPM has been appointed to manage Honda UK’s Mystery Shop programme .
The win follows the agency’s recent appointment to manage Honda’s CSI programme, and the Mystery Shop activity will be integrated with the car maker’s CSI Speakback Solution.
Nick Campolucci, manager retail experience, dealer development, Honda UK said: "This new relationship provides Honda with the opportunity to further develop our customer journey mapping. This is achieved through aligning results from both our Mystery Shop and CSI feedback programmes to create a comprehensive picture of each franchised dealerships performance. Using CPM to deliver both solutions on one platform was a logical next step."
CPM commercial director Phil Roberts said: “Being given responsibility for Honda’s Mystery Shop programme, spanning both sales and aftersales, takes CPM into a new area of the industry. We have been working with Honda towards gaining a comprehensive view of its customer base and this development will produce an entirely customer-centric approach.
“This is a fantastic result and highlights the fact that CPM’s collective automotive knowledge and expertise can be harnessed across multiple channels to drive positive results for our clients.
“This progression also enables CPM to strategically move into the core measurement sector within the automotive industry and will assist our growth and further develop our Automotive business unit.”
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