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Ford Media Center
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.
Ford Motor Company is a global company based in Dearborn, Michigan. The company designs, manufactures, markets and services a full line of Ford cars, trucks, SUVs, electrified vehicles and Lincoln luxury vehicles, provides financial services through Ford Motor Credit Company and is pursuing leadership positions in electrification; mobility solutions, including self-driving services; and connected services. Ford employs approximately 188,000 people worldwide. For more information regarding Ford, its products and Ford Motor Credit Company, please visit www.corporate.ford.com.
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.