GM Financial posted a slightly above average performance in the newly released J.D. Power 2025 U.S. Automotive Financing Satisfaction Study, earning a score of 681, based on a 1,000-point scale, with a higher score indicating greater customer satisfaction. GM Financial scored 710 in last year’s study, with a segment average of 690.
According to the new study, the average mass-market lender score was 672. The study also highlighted record-high monthly payments across the industry and longer loan terms, conditions that have widened the satisfaction gap between financially healthy borrowers and those facing economic vulnerability.
Average monthly payments reached $758 in October, while 84-month terms continue to gain traction as well. J.D. Power identifies these trends as central to customer sentiment across the auto finance landscape, including for lenders like GM Financial.
The study highlighted a strong correlation between consumer financial health and overall satisfaction. Borrowers classified as financially healthy report an average satisfaction score of 743, while by contrast, financially vulnerable customers average just 593 points and show markedly lower trust and brand advocacy.
According to senior director of automotive finance intelligence at J.D. Power, Patrick Roosenberg, the results indicate that lenders should prioritize communication and services better tailored to support financially struggling customers.
Borrower orientation at the dealership also plays a critical role, with 42 percent of financially healthy customers receiving loan education during the purchase process, as compared to only 25 percent of financially vulnerable customers. More than half of the vulnerable group (51 percent) only received orientation after they left the dealership.
The study also found that financially vulnerable customers are more likely to submit payments through a lender’s website or mobile app, while financially healthy tend towards ACH transfers. Vulnerable borrowers are also significantly more likely to experience issues with their payment method.
In the mass-market category, Ford Credit ranked first with 714 points, followed by Chase Auto with 705 points and Bank of America with 695 points. At the bottom of the list is Chrysler Capital with 638 pounds, TD Auto Finance with 632 points, and Santander Auto Finance with 569 points.
The study is based on survey data collected from 13,150 customers who financed a new or used vehicle within the last three years, evaluating eight aspects of the loan experience, including: “level of trust with provider; loan/lease offering met needs; experience managing my loan/lease; keeps me informed about my loan/lease; experience obtaining loan/lease; makes it easy to do business with; digital channels; and people.”
Automobile Magazine-USA
