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Ford Credit Brands Ranked No. 1 in Their Segments in J.D. Power 2019 Consumer Financing Satisfaction Study
- Ford Credit ranks No. 1 in mass market segment
- Lincoln Automotive Financial Services ranks No. 11 among luxury brands
- Ford Credit, Lincoln AFS ranked highest in key factors
DEARBORN, Michigan, Nov. 15, 2019 – Ford Credit and Lincoln Automotive Financial Services ranked first in the respective mass market and luxury segments of the J.D. Power 2019 Consumer Financing Satisfaction Study U.S. results. This was the seventh straight top ranking for Lincoln AFS and Ford Credit’s fourth top ranking in the past five years.
“When dealers entrust us with their customers, we take very seriously our responsibility to make their Ford or Lincoln experience even better,” said Jim Drotman, Ford Credit executive vice president of U.S. and Canada. “Customers who feel they are treated well, with integrity and transparency, will return. And they will share their stories with others.”
Within the study, Ford Credit ranked highest in the billing and payment process, website experience and origination process. Lincoln AFS also ranked highest in website experience.
The J.D. Power study showed that more than half of consumers today are shopping for auto financing online and looking for user-friendly websites.
In addition to tools such as an online payment calculator, Ford Credit’s Account Manager has enabled customers to view and manage their accounts online for nearly 20 years. Mobile Account Manager was added more than a decade ago.
“We are investing in making our online experiences faster and easier and designing them so customers can work with us in the channels they prefer and on their schedules,” said Sylvia Veitia, Ford Credit executive vice president of Operations and Customer Experience.
“Our goal is to make the experience effortless and transparent, from when our customers first start researching a new car all the way through to financing, owning and ultimately getting into their next vehicle and, hopefully, many more.”
In addition to continuous improvement in digital capabilities, Ford Credit has a sharp focus on providing a suite of products and services that fit customers’ needs.
“The customer is always at the forefront for our employees, whether they are working with dealers, talking to customers at a business center or working behind the scenes to develop the next product, service or experience,” Drotman said.
1Tied with Lexus Financial Services and Mercedes-Benz Financial Services.
About Ford Motor Company
Ford Motor Company (NYSE: F) is a global company based in Dearborn, Michigan, committed to helping build a better world, where every person is free to move and pursue their dreams. The company’s Ford+ plan for growth and value creation combines existing strengths, new capabilities and always-on relationships with customers to enrich experiences for customers and deepen their loyalty. Ford develops and delivers innovative, must-have Ford trucks, sport utility vehicles, commercial vans and cars and Lincoln luxury vehicles, along with connected services. The company does that through three customer-centered business segments: Ford Blue, engineering iconic gas-powered and hybrid vehicles; Ford Model e, inventing breakthrough electric vehicles along with embedded software that defines exceptional digital experiences for all customers; and Ford Pro, helping commercial customers transform and expand their businesses with vehicles and services tailored to their needs. Additionally, Ford provides financial services through Ford Motor Credit Company. Ford employs about 174,000 people worldwide. More information about the company and its products and services is available at corporate.ford.com.
About Ford Motor Credit Company
Ford Motor Credit Company is a leading automotive financial services company. It provides dealer and customer financing to support the sale of Ford Motor Company products around the world, including through Lincoln Automotive Financial Services in the United States, Canada and China. Ford Credit is a subsidiary of Ford established in 1959. For more information, visit www.fordcredit.com or www.lincolnafs.com.