U.S. Consumer Financing Satisfaction Study

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Today’s new-vehicle buyers face a complex marketplace, one in which decisions related to both vehicle acquisition and financing alternatives are approached with caution and scrutiny. Consumers’ expectations go beyond obtaining a competitive interest rate and/or monthly payment. As the relationship with their finance provider progresses, customers demand efficient servicing and support from knowledgeable staff throughout the life of their loan/lease. Knowing why customers are satisfied or dissatisfied and what your competitors are doing to satisfy them is critical to your company’s ability to grow in this market.

The Solution

The J.D. Power 2014 U.S. Consumer Financing Satisfaction StudySM examines satisfaction with auto finance providers. Study findings help providers understand the level of satisfaction consumers have with their entire financing experience, from the initial in-dealership experience and servicing of the contract, to end-of-term financing issues. The study not only analyzes consumers’ perceptions of their provider’s ability to meet their expectations, but also identifies critical metrics that represent best practice performance targets for satisfying consumers. A study subscription provides access to the tools needed to gain a comprehensive, in-depth understanding of your auto financing company’s performance and helps you identify opportunities for improvement within your organization.

Study deliverables include:

  • An executive summary featuring insights into key industry trends and study findings, allowing your company to maximize performance and provide a more satisfying consumer experience
  • Access to a personalized competitive data set, allowing you to see how your company’s performance stacks up against competitors, the industry, and the highest performers
  • A detailed performance analysis that examines key performance metrics and frequencies
  • An executive presentation that provides a summary of your company’s results, compared with those of key competitors

The Benefits

Study subscribers use the research findings to understand their competitive position in order to identify the areas that need improvement and to make prudent investments of their resources in those areas that are most critical to satisfaction.