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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