Ford Credit once again ranked highest in the mass market segment of the J.D. Power 2021 U.S. Consumer Financing Satisfaction Study.
“This is Ford Credit’s fifth top ranking since 2015,” said Craig Carrington, Ford Credit executive vice president of U.S., Canada and International. “We’re proud of this record, and we’re even prouder of the way our team continues to treat customers like family and do the right thing every day.”
In the study, Ford Credit led in overall satisfaction, with a score of 867 on J.D. Power’s 1,000-point scale; the score was 22 points above the segment average. Ford Credit also scored highest in account management and communication, and in billing and payment process.
“The results show our efforts to improve our digital experiences, including adding flexibility for customers to manage their accounts and make payments, are delivering the ownership experience our customers want,” Carrington said.
Ford Credit also has made concentrated efforts to improve service consistently, even through the pandemic and semiconductor chip shortages that are affecting the auto industry and its customers.
“We are investing heavily in changes across our processes and technologies to deliver leading, differentiating customer experiences,” said Sylvia Veitia, Ford Credit executive vice president of Operations. “These investments also benefit our agents, making it easier for them to do their jobs and be of service to our customers.”
Over the past year, the company has continued to improve its digital services, launched programs to support customers affected by the pandemic and semiconductor chip shortage that reduced vehicle inventories, and established a product organization with a unit focused solely on the customer experience.
“Our teams never quit working to serve and be always on for our customers, including through life’s challenges,” Carrington said. “Our goal is to be a reason people choose and stay with Ford Motor Company, and that’s the lens for everything we do.”
Ford Motor Company PR