Cars
Top Gear, Top Service
Ford, Toyota, and Nissan Lead in 2025 PH Customer Experience Index; Product Satisfaction Is Key
Manila, Philippines – Ford, Toyota, and Nissan emerged as the top three car brands in the 2025 Philippines Customer Experience Index (CXI) Study by Differential Singapore. The study, launched for the first time in the country, measured the ownership experience of Filipino car buyers across sales, after-sales service, and product satisfaction.
Ford topped the rankings with 868 out of 1,000 points, followed closely by Toyota (865) and Nissan (859). Honda stood out for placing second in Sales Experience and third in After-Sales Service Quality—making it the only non-top-three brand to perform strongly across multiple categories.
According to the study, product satisfaction now carries the most weight in shaping customer loyalty, accounting for over two-thirds of the total experience. Vehicle design, performance, comfort, safety, and entertainment systems are now bigger factors than dealership service or purchase experience alone.
Japanese automakers continued to dominate with an average product satisfaction score of 866. However, Chinese brands—led by rising player BYD—are catching up fast with an 841-point average, boosted by competitive pricing and tech-heavy features.
Another key finding: 97% of car buyers used online platforms—from brand websites to social media and dealer chats—before making their purchase, showing the growing influence of digital touchpoints.
“This shows that while a great car still matters most, the sales and service journey is what brands can control and improve,” said Sigfred M. Doloroso, Country Manager at Differential Singapore. “Chinese brands are gaining ground quickly, and the industry should be ready for a more competitive future.”
The study surveyed 1,200 vehicle owners nationwide who bought and serviced their cars in 2024. Covering 12 major mass-market brands, the survey was conducted from February to April 2025.
