Automotive Finance CX Study 2024

5 steps to the optimal customer experience.

Get access to the results of our study now and learn how you as an automotive bank, captive or non-captive can optimally align your business for the future - free of charge and without obligation!

Automotive Finance CX Study 2024

5 steps to the optimal customer experience.

Get access to the results of our study now and learn how you as an automotive bank, captive or non-captive can optimally align your business for the future - free of charge and without obligation!

Automotive financing is changing.

Digitalization, new competitors, changing customer needs - as industry experts, we are aware of the many challenges that automotive banks, captives and non-captives have to face.

But where to start in order to increase the customer experience and thus satisfaction, loyalty and sales? 

To answer this question, we conducted a comprehensive study together with the automotive finance experts from Genpact.

We asked over 1,000 customers in Germany: What are your biggest pain points? What excites you? And what does it take to win your loyalty in the long term?

We have compiled the results for you in the Automotive Finance Customer Experience Study 2024 - with valuable insights for every phase of the customer journey and specific recommendations for action.

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Automotive financing is changing.

  • 1

    Digitalization, new competitors, changing customer needs.

    As industry experts, we are aware of the many challenges faced by automotive banks, captives and non-captives.

  • 2

    But where to start in order to increase the customer experience and thus satisfaction, loyalty and sales?

    To answer this question, we conducted a comprehensive study together with the automotive finance experts from Genpact.

  • 3

    We asked 1,000 customers in Germany.

    What are your biggest pain points? What excites you? And what does it take to win your loyalty in the long term?

  • 4

    We have prepared the results for you in the Automotive Finance Customer Experience Study 2024.

    With valuable insights for every phase of the customer journey and specific recommendations for action.

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Top 5 insights for more customer satisfaction

There is room for improvement in customer satisfaction - only 43% are completely satisfied

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Digital channels and self-service are in high demand - up to 80% online affinity

Personalization is the key to inspiring and retaining customers in the long term

Stand out from the competition with gamification and loyalty programs

A seamless "omnichannel experience" across all touchpoints is essential

Read the study and find out

  • Check (2)

    what really moves your customers - in every phase of their lifecycle

  • how to optimize processes and systems to improve the CX at all touchpoints

  • how to tailor your offer optimally to customer needs

  • how to drive forward the digital transformation in your company in a targeted manner

  • how to sustainably increase your market share and sales

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We are experiencing a paradigm shift across all industries: customers expect a seamless, personalized experience - whether online or offline. If you don't keep up, you lose. This is especially true for automotive banks and captives.

Our study provides the blueprint for the Automotive Finance CX of the future. Technology and AI play a central role in this. Used correctly, they are the key to better meeting customer needs while keeping costs under control. This makes the transformation a real win-win situation. No one should miss this opportunity!

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Philipp Raasch

CEO of horyzn.io
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Get your copy of the Automotive Finance CX Study 2024 now

Simply fill out the form and receive the study free of charge and without obligation by e-mail.

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  • horyzn.io is a management consultancy specializing in digital transformation and customer experience in the automotive industry. Our mission is to future-proof OEMs and captives through customized strategies and data-driven solutions.

  • Genpact is a global service provider that optimizes processes for companies to accelerate growth, reduce costs and increase profitability. Genpact is a leader in advising banks and captives in the automotive industry.

Frequently asked questions

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The team behind the study

Find out more about the brains behind the study on horyzn.io. They were supported by an experienced team of consultants from Genpact.

  • Markus lenker
    Markus Lenker
    Co-CEO & Co-Founder

    Expert for digital transformation, customer centricity and new business models in the automotive industry

  • 1649164876521
    Lara Mahle
    Principal Consultant

    Specialist for data-driven marketing, market research and customer experience optimization

  • Marcel murschel.1024x1024
    Marcel Murschel
    Senior Data Analyst

    Expert in advanced data analytics, market research and insights generation

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    Philipp Raasch
    Co-CEO & Co-Founder

    Thought leader for digitalization, customer orientation and innovation in the automotive sector

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