Customer Financing Satisfaction Index 2002 (CFS Index Ranking)

CFS (Consumer Financing Satisfaction Study)

CFS is a measure of customer satisfaction with the entire finance process among new-car buyers at one to six months of ownership. Performance is measured by four factors that determine satisfaction. These are application process, approval and documentation, finance advisor and loan value. Application process evaluates attributes such as speed of completing the application process, ease of filling out paperwork, variety of loan plans offered, and lack of hassles during the finance process. Approval and documentation relates to speed of approval, ease of resolving problems, and degree to which loan meets individual needs. Loan value, which evaluates competitiveness of interest rates and other aspects of the loan term, contributes least to satisfaction with the finance process. The financial institution which gets the highest score is ranked as number one.