Dealers Speed Up Sales According to Latest CDK Friction Points Study

Customer expectations are at an all-time high in the post-pandemic automotive retail industry. Shoppers want more screen time and less wait time during the car-buying process. That’s why dealers around the country are laser focused on upping the customer experience from devices to the showroom.

This year’s Friction Points study by CDK indicates dealers have indeed moved the needle in terms of the time it takes to get a deal done and shoppers driving off the lot. Yet, customer satisfaction remains relatively steady. And when it comes to specific steps in the sales process, this years study saw dealers falter whether it was on negotiating price, securing financing or even waiting on a test drive. 

There’s also indication that Sales are slow, leads are lacking, and that dealers are doing less to address the issues they’ve identified as important to their operations. 

This year’s study looks at:

• Just how successful dealers were at speeding up deals
• Where dealers faltered over the past year 
• Dealers’ strategic focus heading into 2025
• Why modern retail is out of focus
• AI’s impact on friction points
• How dealers can step up

Download Friction Points 2025