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In late 2018, FICO commissioned a global independent research study with 2,000 auto consumers across nine countries to better understand key consumer perceptions within the vehicle financing experience. All survey respondents were adults between 18-64 who acquired a loan or lease on a new or used vehicle within the last three years. This is the 2nd year for the study, and the YoY comparisons provided some intriguing insights.
Given new and disruptive innovations such as driverless cars managed by artificial intelligence, a shift to digital experiences, and collaborative economy models with companies like Uber and Lyft entering the mainstream, new subscription ownership models, and it is clear that the vehicle industry is experiencing a tremendous shift.
In light of these changes, the goal of this research was exploratory in nature and intended to look for regional and other differences in how consumers view the financing portion of the experience, as well as identify gaps in how the ecosystem of providers (banks, captive finance companies, credit unions, dealerships and start-ups) are currently meeting customer expectations.