U.S. Automotive Finance Digital Experience Study
Modernize the Digital Experience That Shapes Every Auto Finance Relationship
The Automotive Finance Digital Experience Study evaluates how customers interact with automotive lender websites and mobile apps—measuring ease of use, functionality, and satisfaction for both captive and non-captive lenders. Insights are based on verified account holders completing real tasks with their own lender’s digital tools.
What the Study Measures
A Complete Benchmark of Auto Finance Digital Journeys
Evaluates digital performance across eight core dimensions:
• Digital channels (website + mobile app)
• Experience managing my loan/lease
• Experience obtaining my loan/lease
• Communication & updates
• Trust
• Product meets needs
• Ease of doing business
• People (representatives, call center)
Includes:
• Task-based UX testing (payment setup, payoff requests, account access)
• Website + mobile app evaluations
• Cross-brand comparisons across largest captive and non-captive lenders
• Comprehensive UX diagnostics and performance benchmarking
• Data-backed design and product recommendations
• Annual rankings and licensing opportunities
How It Works
How the Digital Experience Study Works
• Uses verified account holders performing real tasks in lender digital environments
• Combines task-based UX evaluations with benchmarking across lenders
• Measures usability, functionality, and performance across web and mobile
• Links digital experience directly to trust, satisfaction, and retention outcomes
Core Strengths
Better Digital Journeys, Stronger Loyalty
• Validates effectiveness of lender digital platforms across key journeys
• Identifies friction points impacting satisfaction and refinance risk
• Demonstrates ROI of digital experience and platform investments
• Shows how UX drives loyalty, advocacy, and brand trust
Business Impact
Improve Digital Journeys, Reduce Costs
• Enables higher conversion through improved digital task completion
• Reduces servicing costs by minimizing inbound support calls
• Achieves higher retention by reducing refinance-driven churn
• Provides clear roadmap for digital design and development priorities
• Strengthens competitive positioning through digital maturity benchmarks
Key Dates
2026
Field Start: August 2026
Publish: December 3, 2026
Press Release: December 10, 2026
Press Release & Award Information
JD Power will issue a national press release featuring key findings, trends, and brand rankings from the study. Only brands that meet JD Power’s research criteria will be ranked. Brands that rank highest in their segment and meet award criteria may promote their award through the JD Power licensing program—available exclusively to study subscribers.
Profiled Brands
2025 Non-Captive Profiled Brands
Ally Financial
Bank of America
Capital One Auto Finance
Chase Automotive Finance
Navy Federal Credit Union
Santander Auto Finance
TD Auto Finance
USAA*
Wells Fargo Auto*
*Profiled but not ranked
Who should use it
Designed for Auto Finance Leaders Modernizing Customer Experience
• Captive and non-captive auto lenders
• OEM finance divisions
• Auto fintechs & servicers
• Digital product, UX, and engineering teams
• Customer experience and loyalty leaders
• IT/design agencies supporting app/site builds
PowerSource
Insights Available at a Touch of a Button
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
