Lincoln Financial Services Ranked Fourth In Customer Satisfaction Study

November 17, 2021 8:08 am

One year ago, Lincoln Automotive Financial Services topped J.D Power’s 2020 U.S. Consumer Financing Satisfaction Study, recording another strong finish as the brand recently ranked above average in the 2021 U.S. Sales Satisfaction Index (SSI) Study. Now, after Ford Credit topped J.D. Power’s 2021 U.S. Consumer Financing Satisfaction Study in the mass market segment, Lincoln Financial Services has come in with a strong fourth place finish in the luxury segment in that same study.

Lincoln Financial Services scored an 864 out of a possible 1,000 points and ranked behind BMW Financial Services, which topped the luxury vehicle segment with a score of 874, followed by Chase Automotive Finance (871), and Ally Financial (865). Lincoln did beat out a number of its rivals, however, including Mercedes-Benz Financial Services (861), Volvo Car Financial Services (859), Lexus Financial Services (857), Acura Financial Services (850), and Audi Financial Services (848).

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. 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.

“Auto financing customer behavior has fundamentally shifted from an exercise that largely took place in a dealership finance department to one that takes place online upwards of 30 days prior to a vehicle purchase,” said Patrick Roosenberg, director of automotive finance intelligence at J.D. Power. “Nearly half – 45 percent – of all customers now do research prior to financing a vehicle and their experiences with lenders can have a tremendous influence on that process. That really puts the onus on lenders to deliver a superior customer experience to existing customers and to position their websites and consumer marketing initiatives to maximize conversions.”

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By Brett Foote

Brett's lost track of all the Fords he's owned over the years and how much he's spent modifying them, but his current money pits include an S550 Mustang and 13th gen F-150.