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by Patrick Roosenberg on Oct 6, 2022 4:34:47 PM
New Insights
Consumer satisfaction with Non-Captive lenders’ websites significantly increases at the same rate that satisfaction with Captive websites decreases (+/-12 points,) effectively closing the 26-point gap from 2021.
Research also shows that the Mobile App Experience satisfaction among Captive lenders significantly declines (-21 points), falling -8 points below Mobile App Experience among Non-Captive lenders.
Consumer Finance Satisfaction Study is Coming Soon
The U.S. Consumer Financing Satisfaction Study publishes on November 3, 2022. J.D. Power will issue a press release with rankings and key findings on November 14, 2022.
The study focus revolves on several aspects of the automotive finance customer experience including:
- Account Management and Communication (Website and Mobile)
- Billing and Payment
- Customer Service Experience (Website, Mobile, and IVR)
- New Customer Orientation
- Origination (Digital and Dealer)
- Shopping Process (Pre-approval and Pre-transaction behavior)
- Loyalty, Advocacy, NPS, and Retention
- Financial Health Assessment
Gain Access to This Study
Subscribing clients will receive early access to the data on November 3, 2022, and J.D. Power will issue a press release with rankings and key findings on November 14, 2022. Purchasing a subscription is quick and simple, contact us to get started.
