Differential ranks ‘Isuzu-Mazda-Mitsubishi’ as top 3 most satisfying body and paint services experiences in Thailand
Bangkok, Thailand – 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. This independent study ranks automotive brands based on customer satisfaction with body and paint repair services delivered through authorized dealer networks. It aims to provide consumers, automakers, and insurance providers with valuable insights into the quality of service offered by various 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.
2025 Thailand Body and Paint Customer Experience Index (BPCXI) Study℠ Ranking Mass Market Brands (Based on a 1000-point scale)
Study Name: Differential 2025 Thailand Body and Paint Customer Experience Index (BPCXI) Study SM
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.
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.
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