Lancaster Honda CSI Award

The prestigious honour is part of SpeakBack, a targeted national customer service feedback programme. Co-ordinated by Honda (UK) and in operation since 2005, it uses a team of dedicated staff who telephone a sample of customers who have recently visited Honda dealerships across the country. These customer comments determine which dealerships win.

Lancaster Honda’s aftersales manager, David Morphy, commented:

"Everyone here is delighted with this award. We recognise the value of customer service, and work extremely hard to deliver on our promises to the people who walk through our doors. This honour will be a spur for us to try even harder to win it again next time!"

Michael Doyle, Manager, Customer Understanding, Honda (UK) commented:

"What the staff at Lancaster Honda have shown is that they work consistently to improve their customers’ experience. Long may their hard work, attitude and commitment continue."

SpeakBack is much more than a measurement system. Honda (UK) and its dealers listen to individual customer comments and act on them to ensure everyone delivers a really great experience.

Michael Doyle continued:

"We want people to return time and time again, and we know that outstanding customer service – coupled with a modern range of fuel-efficient and practical cars that meet their needs – is a great way to do it."

Honda (UK) is very proud of its reputation for excellent customer service, which has been built up over many years. Honda’s dedication saw it achieve 2nd place in the 2009 JD Power Vehicle Ownership Satisfaction Survey, and it continues to strive to improve.