Financial Services

U.S. Consumer Lending Satisfaction Study

The J.D. Power U.S. Consumer Lending Satisfaction Study provides unique, competitive insights on consumer borrower loan shopping and customer experience.  Many retail loan types are included, with in-depth focus and awards on both Personal Loan and Home Equity Line of Credit. As a subscriber, you’ll get access to critical information about customer research and consideration, the application process, usage, payments and more. We’ll benchmark your company’s performance against your competitors, so you can prioritize improvements, drive higher satisfaction and positively impact your bottom line.

“Customers are being wooed by increasingly sophisticated competitors. Traditional banks need to meet and exceed evolving customer expectations. Non-traditional lenders need to overcome negative customer perceptions of being profit driven. As consumer lending matures and new players enter the market, understanding competitor tactics and clearly articulating your value proposition become increasingly critical to success.”

Craig Martin
Managing Director, Wealth & Lending, J.D. Power Global Business Intelligence


  • Customized executive presentation and strategy session that gives you data-driven, actionable recommendations for achieving your strategic business goals
  • Executive briefing document highlighting key trends and insights across the industry
  • Scorecard benchmarking your company’s performance compared with the industry across key drivers of satisfaction, loyalty and advocacy metrics
  • Competitive survey data and industry reports including information on customer segments
  • Data and analytical tools for performance insights and competitive comparisons with your peers
  • Access to VoX Platform—J.D. Power’s proprietary interactive reporting interface
  • The complete study data file with consumer survey responses