U.S. Automotive Finance Digital Experience Study

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The JD Power U.S. Automotive Finance Digital Experience Study evaluates the experiences of customers of the largest auto finance websites and mobile apps based on Information/Content, Navigation, Speed and Visual Appeal.

Data from this study provides captive and non-captive financing providers with answers to:

What are customer expectations for a great digital experience?
What is the right level of investment in the digital experience?
How is customer feedback incorporated into decision-making?

a man browses financing options on his mobile phone as he leans against a couch

Two coworkers discussing the best solution for their website

Benefits

By subscribing to this study, your organization can align with customer-centric strategies, allocate internal resources more effectively, increase digital channel adoption, generate leads, and lower the cost-to-serve.

Enable your team to make informed decisions with research based on data.

Identify the key dimensions of satisfaction among users of auto finance websites and mobile apps.
Identify key best practice strategies that drive high satisfaction with websites and mobile apps.
Evaluate strengths and areas for enhancement compared to competitors, pinpointing growth opportunities.
Provide guidance on the right level of investment in the digital experience.

Experiences Explored

Map your customers' digital journey on desktop and mobile app channels. This study measures customers' experience with:

Logging in
Account overview
Auto-pay
Make a payment
Payoff
Account maintenance
Verify payment posted
Alerts and notifications
Payment and lease extensions
Plus, tasks specific actions such as due date changes, pre-approval requests, and more

Key Dates

2026 U.S. Automotive Finance Digital Experience Study Milestones

Field Start: August 2026
Publish: December 3, 2026
Press Release: December 10, 2026

View All Lending Study Dates

Press Release & Award Information

JD Power will issue a national press release featuring key findings, trends, and brand rankings from the study. Only brands that meet JD Power’s research criteria will be ranked. Brands that rank highest in their segment and meet award criteria may promote their award through the JD Power licensing program—available exclusively to study subscribers.

Read our latest press release
U.S. Auto Finance Digital Experience Study Press Release

See how our Awards make an impact
U.S. Automotive Finance Digital Customer Satisfaction Study Award Information

Profiled Brands

Profiled brands for the 2026 study have not been released. Add your name to the distribution to receive the brand list when it is available. SIGN ME UP >