3 Min ReadJuly 8, 2025

Car Shoppers’ Aversion to Sharing Their Info Online

Car Shoppers’ Aversion to Sharing Their Info Online.

While it’s no surprise car buyers want to test-drive a vehicle in person, it’s surprising how few are willing to complete parts of the process online before showing up at the dealership. In fact, according to the CDK Friction Points Study, 96% of shoppers begin their car-buying journey online by researching vehicles on dealership websites, but fewer than 10% complete the process digitally. 

This is despite the fact that car buyers are clear that their biggest pain point during the car-buying experience is how much time they spend at the dealership. Key steps could be done online to speed things up, yet most shoppers still wait until they’re physically at the dealership to do them. 

Hesitation Point: Credit Application

Even in today’s digital world, car shoppers don’t feel comfortable sharing personal or sensitive information online. While more than half are willing to check pricing and incentives online (51%) and calculate payments (56%), the digital experience drops off when the process moves beyond research. A whopping 62% of customers apply for credit exclusively at the dealership. 

It doesn’t stop there. Digital engagement continues to drop off for the remaining 38% of shoppers willing to apply for credit online or through a combination of online and in-person options. Only 33% start their purchase online, and less than 10% complete the essential steps like contracts, licensing or arranging a trade-in before coming into a dealership. 

It May Be a Generational Divide

Despite growing up with the internet, Generation Z is the least willing to share information online. Generation X was the most comfortable, with 44% saying they were fine with it. Three in five shoppers said they’re willing to negotiate prices digitally as long as they don’t have to share sensitive information and that sentiment is shared across generations but is especially true for young millennials. 

Saving Customers Time Boosts Car Dealership Satisfaction

There’s a direct, inverse correlation between the time spent at the dealership and how likely customers are to recommend it. Dealers take a reputation hit when customers are there for more than three hours, and financing and credit applications rank among the top five steps where buyers are left waiting. 

Encourage customers to take advantage of online applications to shorten the process, but not before first addressing customers’ hesitations and concerns. 

  • Clearly communicate and outline the steps of the car-buying process that can be completed online and emphasize the time-saving potential. 
  • Reassure customers by sharing the dealership's safety and security measures to ensure customer information is secure. 
  • Reiterate that any online advertised rates are for specific credit situations and may change based on the buyer’s individual circumstances. 
  • Communicate that the online credit application doesn’t impact their credit score.

Even if some buyers remain reluctant, there are still ways to save them time in the F&I office. According to a CDK study, the optimum time spent with an F&I Manager is between 15 and 30 minutes. However, nearly one in four shoppers had to wait for an F&I Manager before even beginning the conversation. Eliminate the waiting time before their appointment to streamline the process and increase their satisfaction.

Share This

CDK Global
By CDK Global
Staff

Recent Insights

C D K CONNECT 2025 Dealer Success Strategies Breakout Sessions and On Demand Access.

CDK CONNECT 2025: Dealer Success Strategies, Breakout Sessions and On-Demand Access

What’s CDK CONNECT?CDK CONNECT is CDK’s annual virtual event designed to equip dealers with the latest industry insights, technology updates...
5 Min ReadOct 22CDK Global
Three Ways To Make F and I Wait Times Productive.

3 Ways To Make F&I Wait Times Productive

Time is a resource car dealerships can't afford to waste. CDK's research consistently shows that excessive time at the dealership...
3 Min ReadOct 20CDK Global
How Benzel Busch Delivers a Seamless Personalized Experience With C D K.

How Benzel-Busch Delivers a Seamless, Personalized Experience With CDK

At Benzel-Busch Motor Car, automotive excellence isn’t just a mission. It’s a legacy. Spanning four generations in the car business,...
3 Min ReadOct 15CDK Global
A I and Vehicle Research. The Disadvantages of A I Informed Car Shoppers.

AI and Vehicle Research: The Disadvantages of AI-Informed Car Shoppers

Car shoppers are increasingly turning to AI to guide their research across financing, timing and vehicle selection. Salesforce data shows that...
4 Min ReadOct 8CDK Global
Hectic EV Rush Doesn't Hurt Buying Experience

Hectic EV Rush Doesn't Hurt Buying Experience

September saw a rush of buyers trying to snap up EVs before federal incentives expired, but the frenetic pace at...
2 Min ReadOct 1David Thomas
Twenty Twenty Five C D K Dealership Workplace Study.

Where Dealership Employees Stand During Uncertain Times

The automotive industry is often defined by inventory, margins and market shifts, but the real engine driving dealership success is...
1 Min ReadSep 24CDK Global
Three Ways Community Dealers Stand Apart.

3 Ways Community Dealers Stand Apart

The automotive retail industry is as diverse as any other in the United States. There are large, publicly traded operators...
3 Min ReadSep 23CDK Global
Unlocking Efficiency. Common Questions About the C D K Fundamentals Suite.

Unlocking Efficiency: Common Questions About the CDK Fundamentals Suite

In this ArticleWhat’s the CDK Fundamentals Suite? What’s Included in the Fundamentals Suite?How’s It Different From the CDK Foundations Suite?How Does...
3 Min ReadSep 22CDK Global
Driving and Moving you Forward, Smoothly. C D K’s Approach to Continuous Innovation.

Driving Forward, Smoothly: CDK’s Approach to Continuous Innovation

For over 50 years, CDK’s proven, reliable Dealer Management System has been the trusted backbone of dealership operations across North...
3 Min ReadSep 19CDK Global
2025 F and I Shopper Study.

New Report Shows Shifts in F&I Trust

The F&I process remains a critical touchpoint in the car-buying journey. It’s one that can either enhance the customer experience...
1 Min ReadSep 17CDK Global