The J.D. Power Automotive Consumer Financing Satisfaction Study is the most comprehensive independent study of borrowers who financed a new or used vehicle through a loan or lease. We created this study to better understand customer intentions, priorities, influences, and preferences throughout the entire automotive financing process.
J.D. Power has provided clear, objective intelligence about these automotive finance customers for over 25 years— covering the transitions from paper contracts to e-contracting and calling your lender to receiving text alerts. Fast forward to today—the Automotive Consumer Financing Satisfaction Study has undergone a number of redesigns to innovate and evolve alongside the dynamic marketplace it studies.
The J.D. Power Automotive Consumer Financing Satisfaction Study encompasses the customer journey from shopping through servicing, including how digital (website and mobile app) is used within each piece of the process. In 2021, we redesigned the study to include two critical components of the financing process:
J.D. Power Automotive Consumer Financing Satisfaction Study
2021 Redesigned Index Model
Account Management & Communications: Understand provider-initiated communications and recurring non-problem related customer-initiated interactions
Customer Care: Focus on non-recurring, problem related interactions based on the channel used, capturing whether initial channel used was sufficient or if additional channels were used to solve problem
In a market constricted by supply challenges and increased demand, critical intelligence on the current auto finance market and competitive landscape is more important than ever. Customer feedback provides a starting point to design and launch initiatives that capture greater customer satisfaction, and opportunities to increase contract volume while reducing the cost to serve.
A study subscription provides access to the insights and tools needed to gain a comprehensive, in-depth understanding of how your firm may be performing and to identify key areas needing improvement. Subscribers gain access to results on November 4, 2021. Key findings and rankings will be released in a press release on November 16, 2021. Read last year's press release here. Join our mailing list to receive the latest product news and updates.