1 Min ReadSeptember 17, 2025

New Report Shows Shifts in F&I Trust

2025 F and I Shopper Study.

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.

Share This

CDK Global
By CDK Global
Staff

Recent Insights

Women in Auto Retail. Progress and Challenges in 2025.

Women in Auto Retail: Progress and Challenges in 2025

The automotive dealership industry is making strides attracting more women to the workforce, but there's still a significant gap between...
3 Min ReadOct 24CDK Global
C D K CONNECT 2025 Dealer Success Strategies Breakout Sessions and On Demand Access.

CDK CONNECT 2025: Dealer Success Strategies, Breakout Sessions and On-Demand Access

What’s CDK CONNECT?CDK CONNECT is CDK’s annual virtual event designed to equip dealers with the latest industry insights, technology updates...
5 Min ReadOct 22CDK Global
Three Ways To Make F and I Wait Times Productive.

3 Ways To Make F&I Wait Times Productive

Time is a resource car dealerships can't afford to waste. CDK's research consistently shows that excessive time at the dealership...
3 Min ReadOct 20CDK Global
How Benzel Busch Delivers a Seamless Personalized Experience With C D K.

How Benzel-Busch Delivers a Seamless, Personalized Experience With CDK

At Benzel-Busch Motor Car, automotive excellence isn’t just a mission. It’s a legacy. Spanning four generations in the car business,...
3 Min ReadOct 15CDK Global
A I and Vehicle Research. The Disadvantages of A I Informed Car Shoppers.

AI and Vehicle Research: The Disadvantages of AI-Informed Car Shoppers

Car shoppers are increasingly turning to AI to guide their research across financing, timing and vehicle selection. Salesforce data shows that...
4 Min ReadOct 8CDK Global
Hectic EV Rush Doesn't Hurt Buying Experience

Hectic EV Rush Doesn't Hurt Buying Experience

September saw a rush of buyers trying to snap up EVs before federal incentives expired, but the frenetic pace at...
2 Min ReadOct 1David Thomas
Twenty Twenty Five C D K Dealership Workplace Study.

Where Dealership Employees Stand During Uncertain Times

The automotive industry is often defined by inventory, margins and market shifts, but the real engine driving dealership success is...
1 Min ReadSep 24CDK Global
Three Ways Community Dealers Stand Apart.

3 Ways Community Dealers Stand Apart

The automotive retail industry is as diverse as any other in the United States. There are large, publicly traded operators...
3 Min ReadSep 23CDK Global
Unlocking Efficiency. Common Questions About the C D K Fundamentals Suite.

Unlocking Efficiency: Common Questions About the CDK Fundamentals Suite

In this ArticleWhat’s the CDK Fundamentals Suite? What’s Included in the Fundamentals Suite?How’s It Different From the CDK Foundations Suite?How Does...
3 Min ReadSep 22CDK Global
Driving and Moving you Forward, Smoothly. C D K’s Approach to Continuous Innovation.

Driving Forward, Smoothly: CDK’s Approach to Continuous Innovation

For over 50 years, CDK’s proven, reliable Dealer Management System has been the trusted backbone of dealership operations across North...
3 Min ReadSep 19CDK Global