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Cox Automotive’s Automotive Purchaser Journey Examine exhibits rising frustration with the automotive shopping for course of

Atlanta, January. 18, 2023 New analysis launched by Cox Automotive exhibits that satisfaction with the automotive buy course of fell in 2022 for the second yr in a row. The 2022 Automotive Purchaser Journey Examine revealed that automotive consumers have been annoyed by excessive costs, restricted availability, and the period of time wanted to finish the method. And the analysis signifies that used automotive consumers, who are sometimes extra worth delicate and face larger rates of interest, have been notably dissatisfied with the 2022 expertise.

Since 2009, Cox Automotive’s annual Automotive Purchaser Journey Examine has supplied a complete take a look at the general car shopping for course of in the US, with a concentrate on shopper satisfaction. The examine supplies a complete view—the journey by means of analysis, purchasing, and the numerous shopping for steps required to finish a deal—for each new and used automotive consumers, and likewise contains analysis amongst dealership and administration personnel.

“With NADA’s annual conference opening in Dallas later this month and bringing collectively auto sellers from throughout the nation, we imagine it is extra necessary than ever to showcase the present state of automotive shopping for in America,” stated Isabel Helms, vp of analysis. and Market Intelligence at Cox Automotive. “Whereas shopping for a automotive is a fancy transaction, with financing required, trade-in valuations to think about and lots of analysis required, it doesn’t should be irritating for the buyer. With the proper digital instruments and programs in place, automotive shopping for could be a very fulfilling exercise, environment friendly and streamlined as effectively. Customers need it.”

The 2022 Automotive Purchaser Journey Examine was created from a survey of over 10,000 shoppers who have been available in the market for a automotive in 2022 – 4,150 automotive consumers and 6,118 automotive consumers. As a part of the method, retailers have been additionally surveyed. A lot of the analysis was carried out in the course of the second half of 2022.

1. General satisfaction with the automotive shopping for journey decreased in 2022.

In response to Cox Automotive Analysis, 61% of automotive consumers in 2022 have been extremely glad with the method, down from 66% within the earlier yr and effectively beneath the height of 72% in 2020. Ends in 2022 have been usually according to ranges of earlier than the pandemic. . Satisfaction of latest automotive consumers fell modestly to 70%, down from 71% in 2021, whereas satisfaction amongst used automotive consumers dropped considerably. In 2021, 65% of used automotive consumers indicated they have been very glad with the method. In 2022, that share has dropped to 58%.

Three parts affected general satisfaction with a automotive buy: the time it took, restricted stock, and excessive costs.

  • Time spendingThe time spent on the car buy course of jumped considerably in 2022, with the standard car purchaser reporting that the method took 14 hours 39 minutes, up from 12 hours 27 minutes in 2021, a rise of 18%. Time spent purchasing on-line and looking for autos elevated by multiple hour in comparison with 2021, whereas time spent on the dealership elevated by almost 20 minutes.

    Automotive consumers visited extra web sites within the course of, with a mean of 4.9 websites, up from 4.0 in 2021. All 4 web site classes—automaker, supplier, third-party, and on-line used-vehicle retailers—noticed a rise in consumers utilizing their websites. Third-party websites performed the most important function, with 79% of consumers visiting websites akin to Kelley Blue Guide or Autotrader, each Cox Automotive websites, in the course of the course of, adopted by dealership websites (59%), and on-line used car retailers akin to Carvana and Vroom (34%) ), and auto {industry} web sites (33%). Curiously, 13% of consumers have used a lender’s web site when purchasing for their newest automotive, up 86% from 2021.

  • Restricted inventoryIn 2022, the purchasing expertise is much less about discovering the proper automotive and extra about discovering any automotive. Greater than half of 2022 automotive consumers who reported having restricted stock stated this was a key driver for growing the time they spend looking and purchasing on-line. Additionally, consumers confirmed much less loyalty to sellers and car manufacturers final yr, particularly new automotive consumers. In 2022, 37% of latest automotive consumers purchased a model they’ve by no means owned, up from 31% in 2021. A file variety of consumers additionally thought of each new and used autos final yr: 64%, a marked up from 55% in 2021.
  • excessive costs: File excessive costs have been frequent in 2022, and consumers have been negatively affected. In 2022, 54% of consumers discovered costs to be larger than anticipated, in comparison with simply 31% in 2021. 63% of those consumers paid greater than they supposed to purchase a automotive, in comparison with 48% a yr earlier. For all consumers, satisfaction with the value paid additionally fell, to 48%, down from 63% in 2021.

2. Car demand elevated considerably in 2022, and pre-order consumers have been usually extra glad with the general expertise.

With new vehicles principally in brief provide, automotive consumers have been more than likely to have pre-ordered vehicles final yr. Almost 1 in 5 new automotive gross sales final yr was a pre-order car, up 89% year-over-year. Extra retailers are providing this answer, and 74% of shoppers who pre-ordered indicated that they selected this path to get the important thing options they needed and exclude those they did not.

Moreover, most shoppers (79%) who ordered autos have been usually extra glad with the expertise, in comparison with the earlier expertise of shopping for so much. In addition they indicated that they’ll probably pre-order once more after they return to the market. Amongst consumers who pre-ordered autos, general satisfaction was larger amongst those that ordered instantly from the automaker, moderately than ordering by means of a dealership. The analysis signifies that those that ordered from the automaker had shorter wait occasions, with higher car monitoring and general engagement all through the method.

3. Extra consumers are selecting F&I merchandise with their purchases in 2022 and turning to lenders they belief.

Final yr, 67% of auto consumers indicated that they’d bought an F&I product, up from 59% in 2021. Extra merchandise have been additionally bought, on common 1.6, up from 1.3 within the earlier yr. Consumers proceed to decide on merchandise like prolonged warranties, GAP insurance coverage to assist defend their auto loans, and tire and wheel safety plans.

With auto mortgage costs on the rise in 2022, the principle motive for selecting a lender was predictably linked to the mortgage price being supplied. It needs to be famous, nevertheless, the growing significance of “belief within the lender” and basic familiarity with the lender. This was very true amongst Era Z and “principally digital” consumers. In truth, in 2022, trusting a lender is extra necessary than a simple mortgage utility course of.

With regards to securing financing, many consumers point out they need extra on-line exercise. Nevertheless, whereas 55% of consumers test their credit score rating on-line, solely 36% calculate month-to-month funds on-line; 30% utilized for credit score on-line, and a good smaller quantity, simply 12%, signed papers on-line final yr. Cox Automotive analysts see this as a possibility for sellers and shoppers, as extra on-line F&I exercise improves satisfaction and streamlines the expertise.

4. Electrical car consumers see digital retail and e-commerce as a technique to save time, whereas consumers who select conventional drives really feel it’s the technique to get the perfect deal and scale back shopping for strain.

For electrical car consumers, the web is the popular path. The newest analysis signifies that 87% of electrical car consumers are open to the concept of ​​shopping for fully on-line – a real e-commerce answer – whereas 73% of latest, standard and inner combustion engine (ICE) automotive consumers are solely considering an entire e-commerce answer.

Seeking to the long run, 80% of electrical car consumers point out their subsequent buy will likely be predominantly on-line, in comparison with 61% of latest ICE consumers. New ICE consumers see e-commerce options as a technique to scale back shopping for strain and obtain the perfect deal whereas spending much less time on the dealership. Electrical car consumers, who’re on common youthful and extra tech-savvy, really feel that digital options can save time and make the method simpler and extra handy.

5. Consumers, consumers and sellers agree that digital options make the automotive shopping for journey higher.

Virtually all automotive sellers – 87% – point out that their digital retail options have positively impacted at the least one space of ​​their enterprise, lowering time spent, bettering effectivity, in addition to gross sales, earnings and buyer relations.

Most significantly, 81% of consumers in 2022 indicated that on-line actions enhance their general shopping for expertise. Dealing on-line saves time, in keeping with consumers, 78% of consumers imagine an e-commerce method affords larger transparency round pricing, and 86% say it permits them to work together with fewer supplier gross sales workers.

‘Digital predominantly’ consumers – those that accomplished greater than 50% of the steps of the web buy course of – have been probably the most glad of all consumers. The analysis signifies that 67% of principally digital consumers have been glad with their buy expertise in comparison with 49% of Mild Digital consumers, who carry out lower than 20% of the steps on-line. Digital consumers are additionally typically extra probably than Mild Digital consumers to really feel that the company gave them a superb deal. They have been additionally extra glad with the period of time they spent in the course of the shopping for course of and on the dealership.

Within the subsequent yr, Cox Automotive expects half of all car consumers to work together with at the least one digital gadget in the course of the buy course of.

For extra info on the 2022 Automotive Purchaser Journey Examine and to be taught extra about how Cox Automotive is reworking the best way shoppers and retailers work together in the course of the retail course of – together with the launch of Retail360, an industry-first answer that may assist make retail transactions quicker, Extra personalised, extra correct and more practical for everybody concerned Go to the Cox Automotive newsroom or contact a member of the Cox Automotive PR staff.

About Cox Motors
Cox Automotive is the world’s largest automotive and know-how service supplier. Powered by the world’s largest assortment of first-party knowledge fueled by 2.3 billion on-line interactions yearly, Cox Automotive designs industry-leading options for auto consumers, automakers, sellers, retailers, lenders and fleet house owners. The corporate has greater than 25,000 workers on 5 continents and a household of trusted manufacturers that embrace Autotrader®, Dealertrack®, Kelley Blue Guide®, Manheim®, NextGear Capital™ and vAuto®. Cox Automotive is a subsidiary of Cox Enterprises Inc. Inc., a privately held firm primarily based in Atlanta with revenues of $21 billion. Go to or contact us at Twitter, CoxAutoInc on Fb, or Cox-Automotive-Inc on LinkedIn.

Media communication:

Lisa Aloisio
retail options
404 725 0651

Dara Helles
Cox Motors
470658 0656

Mark Shermer
Cox Motors
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