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.
![22_CFS Drip_1.3](https://blog.jdpa.com/hs-fs/hubfs/22_CFS%20Drip_1.3.jpg?width=2400&name=22_CFS%20Drip_1.3.jpg)
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
![Learn More about Consumer Finance Satisfaction Study](https://no-cache.hubspot.com/cta/default/4239280/1febd8a7-a6e4-4300-8633-a3c9cbeaa921.png)
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.
![New call-to-action](https://no-cache.hubspot.com/cta/default/4239280/c2f3a3cd-fd44-4803-b7bf-8079c701697b.png)
![Closeup of female hand using a smart phone. Shallow depth of field](https://blog.jdpa.com/hs-fs/hubfs/Closeup%20of%20female%20hand%20using%20a%20smart%20phone.%20Shallow%20depth%20of%20field.jpeg?width=1000&name=Closeup%20of%20female%20hand%20using%20a%20smart%20phone.%20Shallow%20depth%20of%20field.jpeg)