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 or introduce friction at a pivotal moment. While it continues to be a major profit center for dealerships, its impact on buyer satisfaction is far from static. 

In this year’s 2025 F&I Shopper Study, CDK surveyed over 1,200 car shoppers to better understand how F&I influences their overall perception of the dealership experience from moments of trust and efficiency to areas where expectations fell short.

The findings reveal a nuanced picture: The F&I Manager is still viewed as a trusted advisor, yet satisfaction levels have dipped since our last study. Wait times have increased, and with them, the risk of eroding customer goodwill. Notably, those who spent the most time in F&I were often the most satisfied, highlighting that time alone isn’t the issue but how that time is spent. 

As dealerships look to refine their processes, our report offers valuable insights into: 

• Trust in the F&I Office
• How F&I Makes Shoppers Feel
• The Product Sweet Spot
• Paper’s Place in the Process
• Alternate F&I Sales Paths

To learn what’s working, what’s not and how F&I can evolve to meet the expectations of today’s car buyers, download the 2025 F&I Shopper Study.