Financial Services

Non-captives set the example for digital channels in 2022 versus captives.

 

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.

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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

 

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. 

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