Digitally engaged customers of auto lenders are more satisfied and loyal than customers using traditional channels, according to the J.D. Power 2023 U.S. Consumer Financing Satisfaction StudySM. Among customers who are digitally engaged, researchers found significantly higher levels of overall satisfaction, higher Net Promotor Scores®, and lower cost to serve.
Compared to brand detractors, auto loan brand advocates are 37% more likely to view statements on the lender’s mobile app, 38% more likely to pay their bills....