Auto lenders’ best customers, those with the highest overall level of financial health who now make up 47% of all auto loan borrowers, are growing significantly less satisfied with their lenders. According to the JD Power 2026 U.S. Automotive Financing Satisfaction Study,SM released today, financially healthy customers report lower levels of trust in their lenders and are getting less guidance on how to manage their loans from the start.

“Financially healthy customers have long been the cornerstone of portfolio performance, loyalty and profitable growth,” said Patrick Roosenberg, senior director of automotive finance intelligence at JD Power. “This year’s findings send a clear warning: The customer experience for those in the strongest financial position is deteriorating across every major dimension, including trust. While many lenders remain focused on credit and portfolio risk, relationship risk is emerging as a challenge. Greater transparency, clearer communication and more value for customers can help lenders retain these borrowers and build loyalty.”

Following are some key findings of the 2026 study:

  • Satisfaction and trust decline significantly among financially healthy customers: Overall satisfaction among financially healthy customers falls 8 points to 735 (on a 1,000-point scale). Trust in their lender, the most heavily weighted measure in the study, also falls 8 points to 737.
  • New auto loan customers receive less help getting started: Among financially healthy customers, satisfaction with the new customer experience falls 14 points to 736. The share who say they received guidance on setting up automatic payments declines 5 percentage points year over year, as does the share who say they received guidance on how to contact their lender with questions or problems.
  • Financial health shapes what customers want from lenders: Financially healthy customers want lenders to reward loyalty and flag opportunities to refinance or pay off their loans. Customers under financial pressure are looking for flexible payment schedules, clear explanations of available payment relief and access to someone who can help.

Study Rankings

Audi Financial Services ranks highest in customer satisfaction among premium lenders, with a score of 737. Chase Auto (734) ranks second and Bank of America (720) ranks third.

Ford Credit ranks highest among mass market lenders for a third consecutive year, with a score of 722. Chase Auto (701) ranks second and Bank of America (699) ranks third.

To view the complete rankings, visit: http://www.jdpower.com/pr-id/2026120.

The U.S. Automotive Financing Satisfaction Study measures overall auto financing customer satisfaction across eight core dimensions (in order of importance): 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. This year’s study was fielded from September 2025 through September 2026 and is based on responses from 12,801 customers who financed a new or used vehicle through a loan or lease within the past three years.

For more information about the U.S. Automotive Financing Satisfaction Study, visit https://www.jdpower.com/business/u-s-automotive-financing-satisfaction-study/

About JD Power

JD Power delivers mission-critical data, analytics and intelligence that help businesses improve customer experience and operational performance with confidence and clarity. Using proprietary, comprehensive data–including millions of consumer interactions and authoritative automotive datasets–combined with advanced analytics, artificial intelligence and deep industry expertise, JD Power enables leaders to respond to market shifts, make smarter decisions and drive measurable performance improvements.

As an objective source of deep insight into real-world customer interactions with brands and products, JD Power provides the independent intelligence organizations need to anticipate change, strengthen customer engagement and advance growth. Learn more at JDPower.com.

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