CDK Releases the 2026 Friction Points Study

The latest CDK Friction Points study offers a revealing look at the state of automotive retail as dealers navigate an uncertain economic climate. While affordability dominated headlines in 2025, its ripple effects are still being felt in consumer confidence and dealership performance metrics. 

This year’s report uncovers how those pressures have reshaped customer expectations and dealer strategies, setting the stage for a pivotal year ahead. One striking indicator: the Net Promoter Score for buyers at the dealership fell from +48 to +29, while online-only shoppers dropped to zero — a dramatic shift for the industry.

Progress and Persistent Pain Points

On the surface, some improvements stand out: Deal completion times are faster than ever, and technology adoption is rebounding after a brief dip. Yet, the data tells a more complex story. Customer satisfaction scores have dropped sharply and friction points, like pricing transparency and wait times, continue to erode trust. Even with staffing increases across Sales and F&I roles, many shoppers still report frustrating delays and unexpected fees, signaling that operational fixes alone aren’t enough.

What Dealers Need To Watch

The study doesn’t just highlight problems; it points to opportunities. From leveraging AI — now adopted by 39% of dealers, up from 28% — to embracing omnichannel strategies that bridge online and in-store experiences, dealers have clear paths to elevate the customer journey. 

Key insights from this year’s Friction Points Study:

• Dealers Keep Getting Faster
• Areas Where Dealers Still Miss the Mark
• What Shoppers Wait on the Most
• Improvement in F&I Wait Times 
• What Dealers’ Strategic Focus Is for 2026
• Modern Retail’s Role in the Sales Process
• AI’s Impact on Modern Retail

Success will hinge on technology as well as smarter training, streamlined processes and a renewed focus on transparency. If you’re interested in a road map for turning friction into competitive advantage, download the 2026 Friction Points Study.