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Some captives have put their lease-end education tools online to improve customer satisfaction with an experience that too often leaves consumers with questions.
If dealerships, lenders and automotive brands want customers to be happier, a more digital and personalized lease-end process may be the answer.
Leasing as a whole took a dive in Canada for a few years following 2008, but the plunge only significantly affected the captive finance arms of U.S. brands, experts say.
As automaker captive finance companies lost share, banks have taken on new roles, such as being exclusive or semi-exclusive lenders who are the sole source of automaker retail incentives.
The 2008 financial crisis sharply reshaped Canadian auto finance. Captives that once dominated the auto loan and lease market lost nearly half their share within four years.
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