3 Min ReadFebruary 26, 2025

How Easy Is It to Buy a Car Online vs. at a Dealership?

How Easy Is It to Buy a Car Online vs. at a Dealership?

There’s a widespread belief that every car shopper wants to avoid visiting a dealership and just purchase a new vehicle from the comfort of their homes. And while some online retailers are successful, most data doesn’t support this fully digital experience. Over more than two years of the CDK Ease of Purchase monthly scorecard, the number of people who buy a car online hovers close to zero, rarely broaching 3%.

But to understand those who do, the 2025 Friction Points survey, CDK asked 1,281 shoppers about their experiences with dealerships, with 8% of respondents purchasing their vehicles entirely online. In that study, no matter which way they chose to buy, 83% of both groups (i.e., online-only shoppers and partially or fully in-store shoppers) reported it was easy to purchase their vehicle. However, those who visited the dealership were more likely (48% versus 42%) to recommend their chosen process than those who did everything digitally.

Time Is the Only Nonrenewable Resource

Online shoppers praised the digital-only process for being quick, easy and convenient, particularly in comparison to going to the dealership.

That said, data shows that dealers as a whole are moving quicker than before. In the latest survey, three out of five in-store customers (61%) said they completed the transaction in two hours or less — the highest percentage CDK has registered and a significant improvement over last year’s tally, wherein only about half (54%) of customers were in and out in that amount of time.

Still, one in 10 buyers spent more than three hours at the dealership and few were happy about it. Patience for lengthy dealership visits is waning: On average, those who languished at the store for three-plus hours awarded the dealership a low Net Promoter Score of 32, down several points from last year.

The Test Drive Is What Brings People In

While consumers spend a considerable amount of time researching a new vehicle online, the majority of shoppers still want to test-drive their pick before they buy it. It’s among the most important steps in the process and the leading reason people go to the dealership.

There are ways to provide a test drive of sorts to online shoppers, too, and users of this tool seem to appreciate it. If your dealership isn’t offering this particular remote service to its customers, it’s worth considering, especially given that 78% of respondents said the test drive (whether in person or online) is what sold them on the vehicle.

People Want to Use Online Tools but Data Transfer Is an Issue

During the pandemic, 84% of dealers adopted digital retail methods to close deals without meeting customers in person. Though circumstances have changed and people are out and about again, many consumers still want to take advantage of these tools. According to the CDK Ease of Purchase survey in August 2024, one in four buyers wish to complete at least a portion of the transaction online.

Unfortunately, this hybrid approach doesn’t always go smoothly. One in four customers who started the car-buying process online — perhaps qualifying for financing or valuing their trade-in — had to start over when they showed up at the dealership because the data didn’t transfer properly or sync correctly.

Dealerships recognize the frustration here: In the Friction Points survey, F&I Managers and Sales staff all indicated a lack of full systems integration as a pain point.

And as it becomes clear a hybrid approach delivering the best experiences from online and in-store is preferred, dealers are spending less of their focus on digital tools, falling from 64% to 52% this year. 

The full Friction Points 2025 study fills in many of these details and you can learn more about the latest innovations in automotive digital retail technology.

Share This

CDK Global
By CDK Global
Staff

Recent Insights

How to Spot Generative A I in Automotive Retail.

How to Spot Generative AI in Automotive Retail

Every vendor in the automotive retail industry is touting artificial intelligence and innovation. From marketing tools to sales assistants, dealerships...
3 Min ReadMay 21Amber Good
How Dealership A I Tools Can Help Service Team Productivity.

How Dealership AI Tools Can Help Service Team Productivity

Eight minutes and 12 seconds may not seem like a long time, but for dealership customers stuck on hold trying...
3 Min ReadMay 14CDK Global
Make Your Entire Dealership’s Phone System Smart.

Make Your Entire Dealership’s Phone System Smart

A dealership’s phone system is integral to generating business and if it’s not up to today’s challenges it may be...
3 Min ReadMay 9Natalia Mischenko
How Your Dealership Can Prepare for Auto Parts Tariffs.

How Your Dealership Can Prepare for Auto Parts Tariffs

Navigating the world of tariffs is no easy task. It seems there’s news of changes nearly every single day. But...
3 Min ReadMay 7Adam Bigelow
Car Pros Optimizes Operations With C D K Dealership Experience.

Car Pros Optimizes Operations With CDK Dealership Xperience

Car Pros Automotive Group has a rich history, starting in the mid-'90s as a used car lot founded by CEO...
2 Min ReadMay 5CDK Global
Car Buyers Hit More Dealers Amid Tariff Turbulence

Car Buyers Hit More Dealers Amid Tariff Turbulence

If there’s any question about tariffs impacting car buyer behavior it seemed to prove out in April. While 90% of...
3 Min ReadMay 1David Thomas
The Importance of Scheduling Appointments for the Test Drive.

The Importance of Scheduling Appointments for the Test Drive

Long wait times at the dealership are a significant source of frustration for car shoppers. It’s not just an inconvenience;...
3 Min ReadApr 29CDK Global
Most EV Owners Stand By the Technology in New Study

Most EV Owners Stand By the Technology in New Study

Opinions about the political shifts and impacts on the ever-evolving electrical vehicle industry vary greatly across the automotive industry including...
1 Min ReadApr 21CDK Global
Dealership Appointments. Car Shoppers versus Service Customers.

Dealership Appointments: Car Shoppers vs. Service Customers

Whether you’re shopping for a new vehicle or looking to service your current one, going to a dealership can be...
3 Min ReadApr 18CDK Global
The Power of Online Reviews for Car Dealerships.

The Power of Online Reviews for Car Dealerships

Word-of-mouth marketing has long been heralded as the top marketing strategy. As the internet continues to shape consumer behavior, traditional...
3 Min ReadApr 11CDK Global