Auto loan satisfaction has declined among customers with the highest levels of financial health, while Ford Credit continues to rank highest among mass market lenders, according to JD Power.
First things first: The analytics company's 2026 U.S. Automotive Financing Satisfaction Study reveals that “financially healthy customers,” who now account for 47% of all auto loan customers, report lower levels of trust in their lenders and are receiving less guidance on managing their loans from the start.
Overall satisfaction among financially healthy customers fell 8 points to 735 (on a 1,000-point scale), while trust in their lenders declined 8 points to 737 year over year.
Satisfaction with the new customer experience dropped 14 points to 736, while the share of customers who reported receiving guidance on setting up automatic payments fell 5 percentage points.
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Zooming in: Among the top rankings, premium lenders generally scored higher than mass-market lenders, with Audi Financial Services ranking highest among premium lenders and Ford Credit leading the mass-market segment.
Audi Financial Services scored 737 in the study, followed by Chase Auto (734) and Bank of America (720).
Ford Credit scored 722, leading all mass-market lenders for the third consecutive year, followed by Chase Auto (701) and Bank of America (699).
What they’re saying: “Financially healthy customers want lenders to reward loyalty and flag opportunities to refinance or pay off their loans,” reads the JD Power press release statement. “Customers under financial pressure are looking for flexible payment schedules, clear explanations of available payment relief and access to someone who can help.”
Key takeaway: Stronger dealer coordination with lenders and clearer guidance during the F&I process could improve the customer experience, build loyalty, and encourage repeat business.
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