Lending

Consumer Financing Satisfaction Study

people shopping for a car

The J.D. Power Consumer Financing Satisfaction Study is the most comprehensive independent study of borrowers who financed a new or used vehicle through a loan or lease. This study was created to better understand customer intentions, priorities, influences, and preferences throughout the entire automotive financing process.

Leasing a car
business discussion

Benefits

Why subscribe?

The Automotive Consumer Financing Satisfaction Study evolves alongside the dynamic marketplace. We benchmark the factors that matter most to customers and factors that drive greater satisfaction while helping guide lenders to reduce their costs to serve.

Experiences Explored

Customers surveyed in this analysis answer questions about:

  • Account Management and Communication (Website and Mobile)
  • Billing and Payment including digital
  • Customer Service Experience  (Website, Mobile, IVR, and agent)
  • New Customer Orientation
  • Origination (Digital and Dealer)
  • Shopping Process (Research, Pre-approval, and  Pre-transaction behaviors)
  • Loyalty, Advocacy, NPS, and Retention
  • Financial Health Assessment

Key Dates

2023 

23 US Consumer Finance Timeline
Awards

Press Release & Award Information

J.D. Power will issue a national press release that will highlight key findings and trends from the study and include top-to-bottom rankings of the brands in the study that meet J.D. Power’s predetermined research criteria. The brand(s) that ranks highest in each of the regions profiled this year and meets predetermined award criteria will have the opportunity to leverage their award publicly through the J.D. Power award licensing program, which requires subscribing to the study as a prerequisite.

Profiled Brands

Brands profiled in previous years will be added when available. View profiled brands in the past year from the list below.

2022 U.S. Premium Profiled Brands

Acura Financial Services
Ally Financial
Audi Financial Services
Bank of America
BMW Financial Services
Capital One Auto Finance
Chase Automotive Finance
Citizens
Fifth Third Bank
Genesis Finance
GM Financial
Huntington National Bank
Infiniti Financial Services
Lexus Financial Services
Lincoln Automotive Financial Services
Mercedes-Benz Financial Services
PNC Bank
Porsche Financial Services
Santander Auto Finance
TD Auto Finance
Truist
U.S. Bank
Volvo Car Financial Services
Wells Fargo Auto

2022 U.S. Mass Market Profiled Brands

Ally Financial
Bank of America
Capital One Auto Finance
Chase Automotive Finance
Chrysler Capital
Citizens
Exeter Finance Corp
Fifth Third Bank
Ford Credit
GM Financial
Honda Financial Services
Huntington National Bank
Hyundai Motor Finance
Kia Finance America
Mazda Financial Services
Navy Federal Credit Union*
NMAC
PNC Bank
Santander Auto Finance
Southeast Toyota Finance
TD Auto Finance
Toyota Financial Services
Truist
U.S. Bank
USAA*
Volkswagen Credit
Wells Fargo Auto

*Profiled but not ranked

J.D. Power Solutions

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An enhancement to our syndicated studies that allows your company to field additional surveys using a sample that is provided by your company.

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