MFS Dealer Satisfaction Survey

Retail
credit
Contract
funding
Routeone
Customer
service
Dealer
relations
Sales &
marketing
Wholesale
Overall
100%

Retail Credit

Very
Satisfied
Satisfied
Neutral
Dissatisfied
Extremely
Dissatisfied
N/A or
Don’t Know
Overall, how satisfied are you with the Retail Credit department?
To what extent do you agree or disagree that the MFS Retail Credit department...
Strongly
Agree
Somewhat
Agree
Neutral
Somewhat Disagree
Strongly
Disagree
N/A or
Don’t Know
Responds quickly to lease and loan applications?
Is consistent in its lease and loan buying decisions?
Efficiently and accurately resolves your issues?
Offers sufficient extended hours (8am to 8pm respective time zone) to meet your business's needs?
Has the Retail Credit Email Inbox improved the speed or efficiency of credit decisions for your dealership?
Always
Often
Sometimes
Infrequently
Never
How often are you able to reach our credit staff when you need them?
1st Contact
2nd Contact
3+ Contacts
Still Unresolved
Don't Know
During your last interaction with our credit staff, how many times did you need to follow up before your problem, question, or issue was resolved?
1-30 min
30-60 min
1-4 hours
4-8 hours
8+ hours
How quickly does our credit staff get back to you when you have a question or issue?
To what extent do you agree or disagree that the credit team is...
Strongly
Agree
Somewhat
Agree
Neutral
Somewhat Disagree
Strongly
Disagree
N/A or
Don’t Know
Friendly in their approach and communication style?
Flexible and cooperative in structuring deals to meet your needs?
Easily accessible to discuss credit decisions (analysts and credit team)?
Very Flexible (very high approval rates)
Somewhat Flexible
Average
Somewhat
Strict
Very Strict
(very low approval rates)
How would you rate our approval rates compared to other lenders?
If there was one thing the Retail Credit department could do to better serve you, what would it be?
Please enter N/A if you have no comment.

Contract Funding

Often
Sometimes
Infrequently
Never
How often do you contact our funding staff?
Very
Satisfied
Satisfied
Neutral
Dissatisfied
Extremely Dissatisfied
N/A or
Don't Know
Overall, how satisfied are you with the Contract Funding department?
To what extent do you agree or disagree that the MFS Contract Funding department...
Strongly
Agree
Somewhat
Agree
Neutral
Somewhat Disagree
Strongly
Disagree
N/A or
Don’t Know
Processes the funding of contracts within 24 hours?
Promptly makes you aware of all errors on held contracts with a single touchpoint?
Is easily accessible to you during standard operating hours (Weekdays from 9am to 5pm)?
1st Contact
2nd Contact
3+ Contacts
Still Unresolved
Don't Know
When you contact the MFS Contract Funding department about an issue, how many contacts does it typically take to resolve it?
1-30 min
30-60 min
1-4 hours
4-8 hours
8+ hours
What is the average response time to your inquiry?
In terms of held contracts, please select your preferred method of communication.
Select all that apply
Please indicate your preferred time of communication with MFS.
What is (are) your primary reason(s) for contacting our Contract Funding staff?
If there was one thing the Contract Funding department could do to better serve you, what would it be?
Please enter N/A if you have no comment.
Do you currently use eSign as your primary method of electronic document signing?
What is (are) your primary reason(s) for using eSign?
Select all that apply
What is (are) your primary reason(s) for not using eSign?

RouteOne

Overall, how satisfied are you with...
Very
Satisfied
Satisfied
Neutral
Dissatisfied
Extremely
Dissatisfied
N/A or
Don’t Know
The RouteOne System?
The document upload process?
The electronic contract signature process (eSign)?
To what extent do you agree or disagree that...
Strongly
Agree
Somewhat
Agree
Neutral
Somewhat Disagree
Strongly
Disagree
N/A or
Don’t Know
It is easy to build a credit application using the RouteOne system?
It is easy to build and process a contract using the RouteOne system?
Your RouteOne contact is available when needed?
Issues with the RouteOne system are quickly resolved?
If there was one thing you could change to improve RouteOne, what would it be?
Please enter N/A if you have no comment.

Customer Service

Very
Satisfied
Satisfied
Neutral
Dissatisfied
Extremely Dissatisfied
N/A or
Don't Know
Overall, how satisfied are you with the MFS Customer Service department?
Note: The Customer Service department assists with requests such as lease and loan payouts, lease transfers, EFT change requests, etc.
If there was one thing the Customer Service department could do to better serve you, what would it be?
Please enter N/A if you have no comment.
Note: The Customer Service department assists with requests such as lease and loan payouts, lease transfers, EFT change requests, etc.

Dealer Relations

Very
Satisfied
Satisfied
Neutral
Dissatisfied
Extremely
Dissatisfied
N/A or
Don’t Know
Overall, how satisfied are you with your Dealer Relations Manager?
To what extent do you agree or disagree that your MFS Dealer Relations Manager...
Strongly
Agree
Somewhat
Agree
Neutral
Somewhat Disagree
Strongly
Disagree
N/A or
Don’t Know
Demonstrates full knowledge and understanding of MFS products and current lease programs?
Maintains sufficient contact and communication with you and contributes to the success of your dealership?
Provides training, updates, and resources to keep your dealership staff informed?
Responds to your dealership needs and resolves issues in a timely manner?
Positions MFS programs and value proposition against other lenders (banks, credit unions, etc.)?
Demonstrates professionalism, reliability, and trustworthiness in all your interactions?
Monthly
Bi-monthly
Every 3-4
months
Every 5-6
months
Other
What do you consider to be the optimal frequency for in-person visits from your Dealer Relations Manager?
Please specify
If there was one thing your Dealer Relations Manager could do to better serve you, what would it be?
Please enter N/A if you have no comment.

Sales & Marketing

In your opinion, does the MFS lease plan provide enough flexibility in its options (terms, payment frequency, kilometre allowance, MSDs, advance policy, etc.)?
To what extent are you satisfied with the following:
Very
Satisfied
Satisfied
Neutral
Dissatisfied
Extremely
Dissatisfied
N/A or
Don’t Know
Our Finance Plans and Programs (i.e. terms and payment frequency)?
Our Lease Plans and Programs (i.e. terms, payment frequency, Kilometre allowance, MSDs, advance policy, etc.)?
Our Used Vehicle Financing Programs?
The Lease Loyalty Program?
The Loan Loyalty Program?
Our CRM Tool (i.e. Lease/Loan payoffs, Customer Search)?
Would your dealership benefit from additional refresher training on these products?
What product(s) would you like to know more about?
Select all that apply
Please contact your DRM to discuss additional training.
Compared to the competition, (i.e. banks, credit unions, etc.) how would you rate the MFS Used Car Finance Programs in terms of...?
Very
Competitive
About the
Same
Not
Competitive
N/A or
Don't Know
Competitiveness of rate
Competitiveness of commission
If there was one thing you could change to improve MFS Loan and Lease plans, programs, and support initiatives, what would it be?
Please enter N/A if you have no comment.
If there was one thing MFS could improve upon when it comes to used car financing to support your business, what would it be?
Please enter N/A if you have no comment.
Apart from rate, what is the most important factor in obtaining your business (new and used)?
Select all that apply
Please specify

Wholesale

Does MFS provide wholesale Floor Plan Financing for your dealership?
Are you involved in wholesale Floor Plan Financing activities for your dealership?
Overall, how satisfied are you with...
Very
Satisfied
Satisfied
Neutral
Dissatisfied
Extremely
Dissatisfied
N/A or
Don’t Know
The MFS wholesale Floor Plan Programs full service and product offering?
The knowledge, professionalism, and advice offered by your Dealer Relations Manager?
The ease of managing your wholesale floor plan account (system/statements and processes)?
Are you aware that MFS provides Mortgage Financing and Construction Financing?
Are you interested or in need of Mortgage and/or Construction Financing services?
Please contact your DRM if you are interested in learning more about Mortgage and/or Construction Financing services.
If there was one thing MFS could improve upon when it comes to Floor Plan Finance Programs, what would it be?
Please enter N/A if you have no comment.

Overall

Very
Satisfied
Satisfied
Neutral
Dissatisfied
Extremely
Dissatisfied
N/A or
Don’t Know
How would you rate your overall experience with MFS, including its products, services, and the support you receive?
To what extent do you agree or disagree that MFS...
Strongly
Agree
Somewhat
Agree
Neutral
Somewhat Disagree
Strongly
Disagree
N/A or
Don’t Know
Has comprehensive offerings of applicable products and services?
Offers a personalized level of service to meet your specific needs?
Is committed to the success of your business?
What is the one improvement you would like to see across all products, services, and the level of support you receive?
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Thank you for participating in the 2025 MFS Dealer Satisfaction Survey.
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