Consumers Value Dealership Experience

By Staff Writer March 30, 2021

While car buyers are increasingly using digital tools to shop for a car, data shows U.S. consumers say they still value the in-person experience at dealerships. That’s according to Capital One’s inaugural Car Buying Outlook, the first-ever survey of both consumer and dealer preferences, attitudes, and behaviors around auto financing.

Seventy-seven percent of respondents reported they will research financing options and pre-qualification online more than before as a result of COVID-19. At the same time, in-person dealer experiences like test driving and negotiations are still important, with 82 percent of respondents saying they will visit more than one dealership.

“For most Americans, buying a car is one of the biggest purchases they’ll ever make, so it’s not surprising that they want to see, feel and experience this investment for themselves in person, alongside a trusted dealer advisor,” said Sanjiv Yajnik, President of Financial Services, Capital One.

Additional survey findings include:

  • 94 percent of car buyers are most comfortable purchasing a vehicle from a dealership.
  • 92 percent of car buyers say the test drive is an important part of the buying process.
  • 82 percent of future car buyers say they plan to visit more than one dealership.
  • 43 percent of future car buyers plan to have financing discussions at the dealership.
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Last modified on Monday, 05 April 2021 13:59