Okada Manila and Dior Lead Philippine Customer Service Rankings
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Okada Manila topped a Philippine customer service study across 78 categories with a score of 96.87, leading a field led by luxury hospitality and global retail brands.
Grand Hyatt Manila followed in second place at 95.57, while French fashion house Dior ranked third overall at 95.12. The benchmark, compiled by data portal Statista and the Philippine Daily Inquirer, evaluated both physical and digital operations using more than 90,000 customer reviews collected between February and April 2025.
How the scores were calculated
Researchers weighted the final scores equally between a respondent’s likelihood to recommend a brand and five direct performance metrics. Those five criteria, each carrying a 10 percent weighting, covered accessibility, customer focus, quality of communication, professional competence and range of services.
Participants evaluated companies they had transacted with, visited or researched over the previous three years. The survey spanned five broad sectors: brick-and-mortar stores, online retailers, digital services, hospitality and general consumer services.
Top performers across retail and hospitality
Homegrown luxury furniture maker Philux placed fourth with a score of 94.88 in the home goods retail division. Shangri-La Hotels took fifth at 94.81, followed by serviced apartment operator Ascott at 94.41.
Consumer technology and fast-moving retail also secured spots in the upper tier. LG Electronics Philippines led online home goods with 94.33, while bakery chain Red Ribbon scored 93.5 in the restaurant and leisure bracket. Japanese apparel giant Uniqlo took the final two spots in the top ten, scoring 93.38 for its physical stores and 93.30 for its Philippine e-commerce operation.
The strong showing of physical flagships alongside digital channels mirrors a broader shift across Southeast Asian retail, where omnichannel consistency dictates customer loyalty. Premium hospitality operators and luxury apparel labels continue to command the highest marks because their operating models justify higher floor staffing and dedicated post-purchase support.
Statista and local partners plan to track category shifts through the next evaluation cycle, where rising store automation and digital checkouts face direct consumer assessment.
Questions & Answers
Q.What methodology was used to calculate the customer service scores?
What methodology was used to calculate the customer service scores?
Scores were weighted equally between a customer's likelihood to recommend a brand and five direct performance metrics. Each of these five criteria, including accessibility and professional competence, carried a 10 percent weighting in the final calculation.
Q.Which types of businesses were included in this customer service study?
Which types of businesses were included in this customer service study?
The study spanned five broad sectors: brick-and-mortar stores, online retailers, digital services, hospitality, and general consumer services. Companies from luxury hospitality to fast-moving retail were evaluated.
Q.Why do luxury hospitality and apparel brands typically achieve higher customer service scores?
Why do luxury hospitality and apparel brands typically achieve higher customer service scores?
Premium hospitality and luxury apparel brands often score highly because their operating models support higher floor staffing levels. They also tend to provide more dedicated post-purchase support, which contributes to better customer satisfaction.
Q.How will future evaluations of customer service factors differ?
How will future evaluations of customer service factors differ?
The next evaluation cycle plans to track category shifts, specifically focusing on how rising store automation and digital checkouts are assessed by consumers. This suggests new criteria might be introduced or weighted differently.