J.D. Power 2019 Consumer Satisfaction Survey Ranks Ford Credit as Number One Provider



The J.D. Power 2019 Consumer Financing Satisfaction Study ranked both Ford Credit and Lincoln Automotive Financial Services number one in their respective mass market and luxury segments. This was Ford Credit’s fourth top ranking in the past five years and Lincoln Automotive Financial Services seventh straight year.


“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.”


The J.D. Powers 2019 study found Ford Credit was ranked number one in terms of billing and payment processing, website experience, and origination process. As the study recognized that more than half of today’s consumers are shopping for auto financing online, having a user-friendly website is imperative.


“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 a user-friendly website, Ford also offers an array of tools to make the shopping experience as easy and enjoyable as possible. They understand that when it comes to the online shopping domain, it is important to be an innovator. Not only do they offer tools such as online payment calculator, Ford Credit’s Account Manager has also allowed customers to view and manage their accounts online for nearly 20 years now. The ability to have a Mobile Account Manager was also added over 10 years ago.

“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.

Ford Credit is always working towards improving their digital capabilities and is focused on providing their customers with a variety of products to fit their needs. If you’re considering buying a new vehicle this season, come on down to Keller Bros Ford in Lititz, and see if you’re approved for Ford Credit financing today.


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