Differential SG: Product Satisfaction Drives Loyalty in PH Auto Market; Ford, Toyota, Nissan lead the list

A new study by Differential Singapore reveals that product satisfaction is the primary driver of customer experience and loyalty among Filipino passenger vehicle owners. The inaugural Philippines Customer eXperience Index (CXI) Study, released on June 17, 2025, positions Ford, Toyota, and Nissan as the top performers in overall customer experience. Ford led with 868 points, followed closely by Toyota (865) and Nissan (859). The comprehensive study, the most extensive by an independent agency in the local market, benchmarks customer experience across vehicle sales, after-sales service, and crucially, product satisfaction. It found that product satisfaction contributes over two-thirds to the overall experience. While Japanese brands maintain a lead in satisfaction (866 average points), Chinese brands, including BYD, are rapidly gaining ground (841 average points) through innovation and competitive pricing. The study also highlights the dominance of digital touchpoints, with nearly 97% of buyers utilizing online resources before purchasing, indicating a significant shift from traditional showroom-driven sales. Honda received special mention for strong performances in sales experience and after-sales service quality, underscoring consistent high-quality interactions.