1 Min Read • February 1, 2024
CDK Releases the Friction Points 2024 Study
The automotive industry has returned to somewhat of a pre-pandemic state at the end of 2023, but car buyers are still shopping with pandemic-style expectations. CDK surveyed nearly 1,200 car buyers and approximately 350 dealers to gauge the pain points and improvements at dealerships across the country over the last year.
This year’s Friction Points Study uncovered details surrounding today’s car buyers, customer satisfaction with wait times as well as time spent purchasing a vehicle, where dealers improved, dealer strategic focus, modern retail’s impact, and what’s next for dealers based on our study’s data.
Look for data breakdowns on everything from gender and household income to sales journey stages and of course how wait times have changed over the course of the year. Plus, CDK uncovered how headcount at the dealership has shifted to nearly identical levels as before inventory shortages changed so much of how business was done.
CDK is committed to helping dealers continuously improve their relationship with their customers. Our annual Friction Points Study highlights the success and setbacks in the car-buying process and establishes the research landscape for our research and content teams throughout the year.