In our most recent survey of both car shoppers and dealers we once again try to uncover what points in the car buying process were crucial to deliver a positive experience. Just as importantly, in our 2023 Friction Points study we discovered what needs improvement.
Car buyers spent more time at the dealer in 2022 than they did in 2021 — and what they had to wait on is surprising. And while these shoppers gave a slightly higher NPS score in 2022, we found specific actions that should boost that number.
In the study you’ll find:
- What dealers told us was their top focus for 2023, 5X more than managing inventory
- That the amount of time spent at the dealer dramatically impacts promoter and satisfaction scores
- The tasks in the purchase process that cause the most pain
- How staffing has changed and where dealers are placing bets on manpower
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