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ICustomer expectations are at an all-time high in the post-pandemic automotive retail industry. Shoppers want more screen time and less wait time during the car-buying process. That's why dealers around the country are laser-focused on improving the customer experience, from online shopping to showroom visits.
CDK's annual Friction Points Study, which this year was based on a survey of 1,200 car buyers and about 350 dealers, indicates dealers have indeed moved the needle in terms of reducing the time it takes to complete a car deal. Yet despite those efforts, customer satisfaction remains relatively steady.
The study revealed that pain points still exist in specific steps of the sales process, including areas such as price negotiations, securing financing and even how long customers must wait to take a test drive.
| | | | Speakers: |  | Anu Roberts Senior Director of Product Marketing
CDK
|  | Peter Kahn Senior Director of Research and Insights
CDK
|  | Emma Hancock MODERATOR
Automotive News | | | |
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