Customer loyalty rides on more than just product


Ford has topped the 2025 Philippine Customer Experience Index, edging out Toyota and Nissan in a market where service is becoming as critical as the product itself. The study, conducted by Differential Singapore, found that Filipino car buyers are placing greater value on satisfaction beyond the sale—especially in after-sales service and digital touchpoints.

Key takeaway for CX leaders? Product satisfaction still rules, but it’s the brand’s ability to deliver transparent service, fair pricing, and consistent engagement that secures long-term loyalty. With 97% of buyers relying on digital research before visiting a showroom, the shift from product-led to experience-led decision-making is well underway. Japanese brands dominate—for now—but Chinese entrants like BYD are catching up fast by combining bold design, accessible EV options, and value-driven offers.

Read the full article for insights on who’s winning and why.