COSTA MESA, Calif.: 13 Aug. 2018 — Dealers are leaning heavily on the credit staff and sales reps, as they covet immediate funding and problem resolution within the dealer finance industry, according to the J.D. Power 2018 U.S. Dealer Financing Satisfaction Study,SM released today. Across all lender segments (luxury captive, mass market captive and non-captive), lender relationship is the heaviest-weighted driver of satisfaction.
“If lenders can ensure credit staff is readily available and knowledgeable, they will see a boost in dealer satisfaction,”said Jim Houston, Senior Director of the Automotive Finance Practice at J.D. Power. “Satisfaction declines by 163 points, on a 1,000-point scale, when dealers are not able to reach the credit staff. Additionally, if lenders can communicate the best contact for dealers to reach out to for non-traditional questions, the resolution time decreases, which will, in turn, increase dealer satisfaction.”
The 2018 U.S. Dealer Financing Satisfaction Study is based on responses from 4,476 automotive dealers. The study was fielded in April-May 2018. The study measures auto dealer satisfaction in four segments of lenders: non-captive, captive mass market, captive luxury market and floor planning. The non-captive analysis evaluates the dealer/lender relationship across three factors: relationship, provider offerings and application/approval process. In the captive mass market and luxury segments, four factors are evaluated: relationship, provider offerings, application/approval process and lease return. Three factors are measured in the floor planning segment: relationship, portfolio management and provider credit line.
Mercedes-Benz Financial Services ranks highest in overall dealer satisfaction (976), followed by Audi Financial Services (944) and Infiniti Financial Services (942).
Captive—Mass Market Segment
Volkswagen Credit ranks highest in overall dealer satisfaction (956), followed by Subaru Motors Finance (928) and NMAC (901).
Citizens One Auto Finance ranks highest in overall dealer satisfaction (921), followed by TD Auto Finance (917) and Chase Automotive Finance (869).
TD Auto Finance ranks highest with a score of (994), followed by Mercedes-Benz Financial Services (989) and Volkswagen Credit (984).
For more information about the J.D. Power U.S. Dealer Financing Satisfaction Study,visit https://www.jdpower.com/business/resource/us-dealer-financing-satisfaction-study.
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. J.D. Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.
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