Ford Credit – the automaker’s financing arm – has fared well in a number of recent J.D. Power studies, including a second-place finish in the 2020 U.S. Consumer Financing Satisfaction Study (first among automakers that have their own captive finance firms), a fifth-place finish in the 2021 U.S. Dealer Financing Satisfaction Study (reflects dealers satisfaction levels in regards to lenders), and a third-place ranking in the 2021 Canada Dealer Financing Satisfaction Study, results that aren’t hurt by the fact that Ford and Lincoln customers have higher average credit scores than customers of other brands. Regardless, Ford Credit has now claimed another distinction, earning the top spot among mass-market brands in J.D. Power’s 2021 U.S. Consumer Financing Satisfaction Study.
Ford Credit took first place in the study with a score of 867 out of a possible 1,000 points, which is 22 points higher than the segment average and good enough to rank it ahead of Capital One Auto Finance (863), Honda Financial Services (860), Toyota Financial Services (857), and NMAC (856), to round out the top five. GM Financial ranked seventh with a score of 854, while Chrysler Capital ranked near the bottom of the list with a score of 838.
The 2021 U.S. Consumer Financing Satisfaction Study measures overall customer satisfaction by using five factors – billing and payment process, mobile app experience, onboarding process, origination process, and website experience. Ford Credit achieved the highest score in account management and communication, as well as billing and payment process. The study was conducted from July through August of 2021 and is based on the responses of 10,462 customers who financed a new or used vehicle through a loan or lease within the past three years.
“This is Ford Credit’s fifth top ranking since 2015,” said Craig Carrington, Ford Credit executive vice president of U.S., Canada, and International. “We’re proud of this record, and we’re even prouder of the way our team continues to treat customers like family and do the right thing every day. The results show our efforts to improve our digital experiences, including adding flexibility for customers to manage their accounts and make payments are delivering the ownership experience our customers want.”