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 heavily integrated with the car maker’s CSI Speakback Solution.

Nick Campolucci, manager retail experience, dealer development, Honda UK says: "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 after sales, 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."

CPM is not only taking the lead in developing and managing Honda’s CSI dealer performance database and customer service lines but is also integrating a new field-based solution supporting Honda (UK)’s dealership network.