Bangkok, Thailand – 29 May 2025 – In a groundbreaking initiative to assess customer experience in Thailand’s automotive sector, Differential Thailand has released the results of its inaugural 2025 Thailand Body and Paint Customer Experience Index (BPCXI) StudySM and the 2025 Thailand Car Insurance Customer Experience Index (INSCXI) StudySM. These independent studies rank automotive brands based on customer satisfaction with body and paint repair services through authorized dealer networks and evaluate satisfaction with car insurance services during the selection, claim and repair process. The studies aim to provide consumers, automakers, and insurance providers with valuable insights into the quality of service offered by different automotive and insurance brands.
2025 Thailand Body and Paint Customer Experience Index (BPCXI) StudySM
The BPCXI study measures overall satisfaction among vehicle owners who received body and paint repair services at authorized centers over the past 12 months. Satisfaction is evaluated across five key factors, in order of importance: Service Quality, Timeliness, Personnel & Facilities, Communication & Transparency, and Convenience & Accessibility.
The study is based on responses from 1,472 new-vehicle owners who purchased their vehicles between October 2019 and November 2024 and had them serviced between November 2023 and November 2024. Fieldwork was conducted from October to November 2024.
KEY FINDINGS – BPCXI:
- Isuzu ranks highest in body and paint service satisfaction with a score of 905 out of 1,000, excelling particularly in Timeliness and Communication & Transparency.
- Mazda and Mitsubishi share second place with 903 points.
- Customers place the highest value on timely repairs, quality service, and clear communication. Gaps remain in parts availability, progress updates, and amenities such as Wi-Fi and refreshments.
- A significant disparity was observed between authorized dealerships and insurance-affiliated repair garages, with authorized dealers delivering notably higher levels of customer satisfaction. This highlights the distinct value proposition for customers who opt to pay a premium for first-class insurance, which grants access to body and paint services at authorized dealerships.
Note:
– The study represents independent and third-party assessment of the current performance of different mass market nameplates which provide body and paint services at authorized dealership in the Thai automotive industry.
– Charts and graphs from this press release, if used, must be accompanied by a statement identifying Differential as the publisher and the study as the source. Rankings are determined by numerical scores and may not necessarily reflect statistical significance. Any advertising or promotional use of the information in this release requires prior written consent from Differential.
2025 Thailand Car Insurance Customer Experience Index (INSCXI) StudySM
The INSCXI study evaluates satisfaction among vehicle owners who underwent body and paint repairs supported by car insurance providers in the past 12 months. It assesses three core factors: Value, Benefits & Customer Effort, Surveyor and Roadside Services, and Call Center Experience. This study is based on the same 1,472 respondents and service timelines as the BPCXI.
KEY FINDINGS – INSCXI:
- The industry average stands at 896 points out of 1,000.
- Tokio Marine Insurance ranks highest with 901 points, demonstrating strong performance across all three factors.
- Viriyah Insurance follows closely at 900 points.
- Insurance service providers have opportunities to improve in areas such as accelerating claims processing, simplifying benefit utilization, enhancing clarity in communication, and offering more proactive service recommendations from surveyors.
- Benefits that significantly enhance customer satisfaction include 24-hour roadside assistance and the ability to repair vehicles at any authorized nationwide service center.
