2014

J.D. Power Reports: Overall Satisfaction with Dealer Financing Increases; Lenders' Strong Support Continues to Fuel Auto Industry's Sales Increases BMW Financial Services Ranks Highest in Retail Leasing and Mercedes-Benz Financial Services Ranks Highest in Floor Planning, both for a Second Consecutive Year; Alphera Financial Services Ranks Highest in Dealer Satisfaction in Prime Retail Credit

WESTLAKE VILLAGE, Calif., July 30, 2013 /PRNewswire/ -- Dealer satisfaction has increased in all finance provider areas for the second consecutive year, with product offering contributing to increases in satisfaction, according to the J.D. Power 2013 U.S. Dealer Financing Satisfaction StudySM released today.

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The study examines dealer satisfaction with lenders in four finance areas: prime retail credit; sub-prime retail credit[1]; retail leasing; and floor planning. Satisfaction is measured across three factors in the prime and sub-prime retail credit areas: finance provider offering; application/approval process; and sales representative relationship. Four factors are measured in the retail leasing area: finance provider offering; application/approval process; sales representative relationship; and vehicle return process. Three factors are measured in the floor planning area: finance provider credit line offering; floor plan support; and floor plan portfolio management.

Overall dealer satisfaction with prime retail credit lenders is 890 on a 1,000-point scale, an increase of 5 points from 2012, and retail leasing satisfaction is 896, up 5 points from 2012. Floor planning satisfaction has increased the most among the three award-eligible lending areas—an increase of 11 points from 2012 to 924 in 2013.

Increasing industry adoption rates of such process innovations as eContracting combined with improvements to dealer support and a solid product offering have contributed to satisfaction increases.  The study finds that 30 percent of lenders offer dealers such options with 39 percent of dealers that are using these options indicating they will give more business to their eContracting lender.

"In addition to more improved services, competition and new entrants into the market provide dealers with more choices and product innovations," said Michael Buckingham, senior director of the auto finance practice at J.D Power. "This combination also creates a highly competitive marketplace for dealers to select their finance provider and increase vehicle sales." 

Although satisfaction in the auto financing industry is improving, the study finds the following three best practices separate the lenders with average satisfaction scores from those with high scores:

  • Sales representative excellence: To dealers, the sales representative is the most important touch point with a lender. Sales reps must have the knowledge and tools to teach and train dealers on the various finance product offerings.
  • Organizational speed and efficiency: Building processes and an infrastructure that provide fast underwriting for all retail products, as well as fast funding of retail products and floor planning, is mission critical.
  • Service excellence: Dealers support lenders that have personnel who are knowledgeable, friendly and customer focused.

"Indirect auto finance lending is a relationship business between dealer and lender," said Buckingham. "A customer-focused staff is a cornerstone for success."

Dealer Financing Satisfaction Rankings

Prime Retail Credit
Alphera Financial Services ranks highest among prime retail credit lenders, with a score of 970. Following in the rankings are BMW Financial Services (965) and Mercedes-Benz Financial Services (953).

Retail Leasing
BMW Financial Services ranks highest among lenders in the retail leasing area for a second consecutive year, with a score of 958. Following in the rankings are Mercedes-Benz Financial Services (954) and Ford Credit (929).

Floor Planning
Mercedes-Benz Financial Services ranks highest among floor planning lenders for a third consecutive year, with a score of 971. Following in the rankings are BMW Financial Services (966) and Ford Credit (948).

The 2013 U.S. Dealer Financing Satisfaction Study is based on responses from 3,962 dealers who were surveyed between March and April 2013.

Dealer Satisfaction Index Ranking

Prime Retail Credit

(Based on a 1,000-point scale)



Alphera Financial Services

970

BMW Financial Services

965

Mercedes-Benz Financial Services

953

Ford Credit

935

Security Service Federal CU

917

Infiniti Financial Services

915

SunTrust Bank

905

Toyota Financial Services

900

BMO Harris

899

Ally Financial

897

PNC Bank

890

Industry Average

890

RBS Citizens

889

Bank of America

887

Capital One Auto Finance

887

Honda Financial Services

886

Huntington National Bank

882

TD Auto Finance

881

Fifth Third Bank

879

Citizens Auto Finance

876

Wells Fargo Dealer Services

875

BB&T

873

Nissan Motor Acceptance Corp.

872

Chase Auto Finance

870

Volkswagen Credit

870

US Bank

869

Bank of the West

867

Subaru Motors Finance

863

Hyundai Motor Finance

849

GM Financial

848

Kia Motors Finance

833

Credit Union Direct Lending

817

Santander Auto Finance

796

Included in the study but not ranked due to small sample size are AmeriCredit, Compass Bank; Mazda Capital Services; Mini Financial Services; M&T Bank; and Regions Bank.

Dealer Satisfaction Index Ranking

Retail Leasing

(Based on a 1,000-point scale)



BMW Financial Services

958

Mercedes-Benz Financial Services

954

Ford Credit

929

Infiniti Financial Services

904

Industry Average

896

Toyota Financial Services

894

Honda Financial Services

893

Ally Financial

886

Nissan Motor Acceptance Corp.

875

Hyundai Motor Finance

850

Volkswagen Credit

849

GM Financial

840

Kia Motors Finance

838

US Bank

806

Included in the study but not ranked due to small sample size are Mazda Capital Services; Mini Financial Services; Subaru Motors Finance; and Wells Fargo Dealer Services.

Dealer Satisfaction Index Ranking

Floor Planning

(Based on a 1,000-point scale)



Mercedes-Benz Financial Services

971

BMW Financial Services

966

Ford Credit

948

Toyota Financial Services

937

Hyundai Motor Finance

930

Bank of America

924

Industry Average

924

GM Financial

922

Kia Motors Finance

920

Nissan Motor Acceptance Corp.

916

Chase Auto Finance

914

Ally Financial

910

Wells Fargo Dealer Services

896

Volkswagen Credit

830

Included in the study but not ranked due to small sample size are M&T Bank; PNC Bank; SunTrust Bank; and US Bank.

About J.D. Power
J.D. Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company's quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., J.D. Power has offices in North/South America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power is a business unit of McGraw Hill Financial.

About McGraw Hill Financial 
McGraw Hill Financial (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company's iconic brands include: Standard & Poor's Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, J.D. Power, and McGraw Hill Construction. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com.

Media Relations Contacts
Syvetril Perryman; Westlake Village, Calif.; 805-418-8103; media.relations@jdpa.com 
John Tews; Troy, Mich.; 248-680-6218; media.relations@jdpa.com

Follow us on Twitter @JDPOWER

No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power. www.jdpower.com/corporate

[1] Sub-prime retail credit is included in the study, but is not eligible for an award.

SOURCE J.D. Power and Associates



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