Differential ranks 'Isuzu-Mazda-Mitsubishi' as top 3 most satisfying body and paint services experiences in Thailand

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.

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