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.

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.