SHOPSMART AUTOS – CUSTOMER INFORMATION – NOVEMBER 17, 2020

Written by admin on November 20, 2020. Posted in Audi, Car Specials, Chevrolet, Dodge, Electric Vehicles, Honda, Hyundai, Mercedes-Benz, Nissan, SUV

90% of Car Shoppers Prefer a Dealership Where They Can Start the Buying Process Online (PT. 1)
This is according to a new survey released by CDK Global. According to the report, “New research from CDK Global found that car shoppers are willing and likely to start the car buying process online. In a recent survey, CDK found that nearly 70% of shoppers expected to find the ability to configure a payment on a dealership website, and 83% indicated that online buying technology would help them narrow down their vehicle choice and determine what is affordable.” Consumers today are increasingly choosing brands who offer the best customer experience. And when it comes to choosing a dealership, consumers prefer one that offers the ability to start the car buying process online. The CDK Global research study also found that among those same consumers, almost 60% felt more comfortable starting this process on a dealer’s website compared to third-party sites. Other key findings from the survey include:

80% of shoppers say they would likely configure a payment online.
60% said they would configure a payment and provide contact information.
Of those surveyed, more than half said they would configure a payment and start the credit process.

Consumers are more demanding and have more options today and dealerships must step up and cater to their customers and prospects with exceptional customer experiences. In addition to being able to start the buying process online, additional studies indicate the huge competitive advantage dealerships gain when meeting consumer expectations.
Autotrader

54% of consumers would buy from a dealership that offers their preferred experience, even if it didn’t have the lowest price.
72% would visit dealerships more often if the buying process was improved.

DrivingSales

56% of shoppers would buy more cars if the process was easier.
Auto sales could rise about 25% if the retail experience improves.
99 of 100 automotive shoppers begin their purchase journey expecting it to be a “hassle” driven in large part by their experience, and that of friends/family, with retailers seeking to control the buying process to the retailer’s objectives.

Capgemini also released a report indicating a strong correlation between customer satisfaction and loyalty particularly for dealers. Only 10% of customers, not satisfied at all, say they would likely or very likely buy their next car from the same dealer. 87% of highly satisfied customers would purchase the same brand again and 85% would buy from the same dealer. Clearly there is huge opportunity for dealership to increase revenue among car buyers by providing a seamless and personalized customer experience across channels.

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SHOPSMART AUTOS – CUSTOMER INFORMATION – NOVEMBER 17, 2020

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