GM Financial, the captive lending company for Cadillac’s parent company, General Motors, has ranked last among Luxury Brand Satisfaction in the recent J.D. Power 2020 U.S. Consumer Financing Satisfaction Study.
This year’s study was based on responses from 10,103 customers, all of whom financed a new or used vehicle through a loan or lease in the last three years.
The J.D. Power U.S. Consumer Financing Satisfaction Study examines customer satisfaction based on five individual factors, including the website experience, the origination process, the onboarding process, the mobile app experience, and the billing and payment process. The responses are then used to calculate a score for each lending company studied, based on a 1,000-point scale.
GM Financial ranked last among luxury brands in this year’s study, scoring 849 points. The segment average was set at 866 points, with Lincoln Automotive Financial Services taking the top spot in the ranking with 899 points. Capital One Auto Finance and BMW Financial Services scored second and third respectively with 885 points and 881 points.
GM Financial was among 12 luxury brands studied this year. Acura Financial Services tied with GM Financial for last place with 849 points, with Chase Automotive Finance eking out a second-to-last ranking with 850 points.
Among the findings from this year’s study was a clear shift to digital channels among consumers.
“The pandemic accelerated a trend toward digital auto loan origination that has been developing for some time,” said director of automotive finance intelligence at J.D. Power, Patrick Roosenberg. “Many buyers who have secured financing digitally had a great experience and won’t go back to the old way of doing things – even when COVID-19 is no longer a factor. To improve satisfaction and lower the cost to serve during these changing times and beyond, providers need to build a robust digital platform that addresses borrower needs, from research origination through account management and billing.”
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Charles Rondeau
I leased a 2017 XT5 from a nearby dealership in mid-2016. In 2018 I leased a 2019 model, but the next level of trim, and it’s much better in nearly every way.
I continue to support GM because I worked for them for 32+ years, and felt like I needed to stay loyal. With just over a year on my latest lease, I will probably lease a 2022 model from the dealer in Rochester Hills because of better service. All US-based manufacturers face similar conditions, but there is still a significant difference in quality. Let’s keep supporting those manufacturers as long as they’re still around!
Raymond Ramirez
It seems that GM Financial cannot reach the same satisfaction level that its previous company, GMAC (now Ally), did in the past. I financed two Chevrolets under GMAC (my latest was in 2009 before it became Ally) with low or zero interest, and I was very satisfied for their services.
vanstraker
GM leads in zero categories and vehicles excel in zero categories. GM is the “ehh” company… Hyundai is working insanely hard to earn your business, the Palisade, the new Sorento, the Kia K5, much better warranty’s, excellent styling, great names, amazing interiors, the list is endless, they provide near Toyota quality for a solid value.
GM is lost and Mary Barra is a political hack at best. She’s steered GM to EV’s…. suppose American citizens will soon be allowed no ICE options as we’re forced to buy EV’s…. that aint American folks. I’ll never buy a GM vehicle because the SVC stinks and the products are 80% never 105% ie: “more” for your money…