The next time you feel frustrated managing your auto financing online or via mobile app, take a deep breath, and know you’re not alone. Auto lenders are behind the curve when it comes to their digital experiences, according to the new J.D. Power 2024 U.S. Automotive Finance Digital Experience Study.
The new study finds despite the fact that strong digital experience create happier customers, 40% of automotive finance customer digital experiences don’t meet the most basic standards for modern design, problem-free operation and ease of navigation.
“Lenders have a huge opportunity to build customer loyalty and advocacy by fostering streamlined, two-way communication, but far too many are treating their digital properties as a transactional portal that only exists for bill pay,” said Patrick Roosenberg, senior director of automotive finance intelligence at J.D. Power….
