The 2020 J.D. Power U.S. Consumer Financing Satisfaction Study has just been released, and Lincoln Financial Services has once again ranked first in the luxury segment. This is the eighth straight top ranking for Lincoln Financial Services, which has made topping the list a habit. Meanwhile, Ford Credit ranked second in the mass market segment – its sixth straight top-three ranking, including four top 3 rankings.
“Our goal is to be a reason that people choose and stay with Ford and Lincoln,” said Jim Drotman, Ford Credit executive vice president of U.S., Canada, and International. “Despite the pandemic and unprecedented numbers of customer calls, our team never lost sight of this. Tough times only strengthen our resolve to do the right thing for our customers, so they become customers for life.”
In addition to overall satisfaction, Lincoln AFS ranked highest in the billing and payment process. The brand improved its score significantly on J.D. Power’s 1,000-point scale in both overall satisfaction and the billing and payment process study factor. Ford Credit scored highest in the originations process in the mass market segment, improving its score by 11 points from 2019.
“We continuously work to improve, because our customers expect and deserve it and because it is Ford’s nature as a leader in the automotive industry,” said Sylvia Veitia, Ford Credit executive vice president of Operations and Customer Experience. “We will continue to deliver state-of-the-art financial services to complement the outstanding purchase and driving experiences customers expect from Ford.”
Over the past year, Lincoln has worked to improve the convenience and capabilities of its online application and account management tools. It also developed the payment and calculator mechanisms for the online reservation systems for the 2021 Ford Mustang Mach-E globally and 2021 Ford Bronco in the U.S., expanded its tool that uses data to offer the option for a new vehicle at the right time in the customer contract cycle, and launched a 5,000 mile-per-year lease for Lincoln clients.
“The satisfaction rankings are a testament to the great team we have interacting with customers, working every day with dealers and developing the next products and services to make customers’ Ford and Lincoln experiences better,” Drotman said.