The customer may not always be right but, for businesses, responding to their needs and concerns will always be paramount.
The Philippines’ Best Customer Service 2027 survey sought to identify those businesses that gave premium service to clients. They were companies that people liked and, more importantly, were more likely to recommend to others because of the quality of their customer service. Businesses were also evaluated on accessibility, customer focus, quality of communication, professional competence and range of services.
Jointly undertaken by the Philippine Daily Inquirer and Statista, the world’s leading data and business intelligence portal, the survey was conducted from February to April 2025 and covered both online and brick-and-mortar enterprises. Rankings were based on more than 90,000 customer evaluations.
The Philippines’ Best Customer Service 2027
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Participants made a purchase, used a service or gathered information about a product or service in the last three years.
The survey considered the likelihood that respondents would recommend specific brands to family and friends, along with five evaluation criteria. Quality of communication measured whether interactions through email, telephone or face-to-face contact were friendly and polite, while professional competence assessed the quality and accuracy of information provided. Range of services looked at the variety of solutions available to customers, customer focus measured whether customers felt acknowledged and important, and accessibility assessed the availability of customer service in a shop or through a helpline.
The final score was equally divided between likelihood of recommendation, which accounted for 50 percent, and the five evaluation criteria, which collectively accounted for the remaining 50 percent. Accessibility, customer focus, quality of communication, professional competence and range of services each carried a 10-percent weight.
The survey has extensive market coverage, encompassing 78 categories across different types of retailers and service providers. These were grouped into online services and digital products; catering, restaurants and leisure; brick-and-mortar retailers; services; and online retailers. Each group was further subdivided according to the specific products sold and services provided.
Okada Manila in the category of Services: Transportation and Travel registered the highest score of 96.87. It is followed by the Grand Hyatt Manila, also in the same category, with a score of 95.57.
The international luxury fashion brand Dior, in the category of Bricks-and-Mortar Retailers: Clothing, is third with a score of 95.12.
With a score of 94.88, Philux, a Filipino furniture manufacturer and retailer listed in the category Bricks-and-Mortar Retailers: Home Goods, is fourth. Shangri-La Hotels, also in the category of Services: Transportation and Travel, is ranked fifth with a score of 94.81.
Completing the list of Top 10 brands are Ascott, a chain of hotels and serviced apartments and listed in Services: Transportation and Travel, with a score of 94.41; LG Electronics Philippines, Inc., in the category of Online Retailers: Home Goods, with a score of 94.33; Red Ribbon, a bread and pastry chain in the category of Catering: Restaurants and Leisure, with a score of 93.5; Uniqlo, in the category of Bricks-and-Mortar Retailers: Clothing, with a score of 93.38; and online Uniqlo with a score of 93.30.
Based on survey results, the top three to five brands in each category with the highest scores are also recognized for Best Customer Service 2027.