Video: What’s Driving Friction in Today’s Automotive F&I Process?

In automotive F&I, customer satisfaction is critical, but recent data shows it’s slipping. In just two years, satisfaction with the F&I experience has dropped from 84% to 79%, largely due to a fragmented process that forces customers to spend too much time navigating multiple systems. 

As Jason Swiech, lead product marketer for F&I at CDK, explained at NADA 2026, consumers often move through eight or nine different tools during a single transaction, creating friction and frustration. While F&I Managers continue to successfully sell one to two products per deal — particularly maintenance plans and vehicle service contracts — dealerships must address process inefficiencies to protect the customer experience.

No matter where you are in the process and where that consumer wants to have that need met, we’re trying to give dealers the ability to do that quickly.

– Jason Swiech, Sr. Product Marketing Manager, CDK

The conversation also highlighted the need for balance and integration as the F&I landscape evolves. Despite the push toward fully digital workflows, 79% of buyers still want paper copies of their paperwork, signaling strong demand for a hybrid approach. Introducing F&I products earlier in the Sales journey, offering both digital and paper options along with integrating systems more effectively can reduce stress, shorten deal times, and build trust with consumers. 

Dealerships have to be able to offer a hybrid approach, so be able to meet the consumer where they want to be met, perhaps electronic copy plus paper.

 – Brent Coggan, Dir., Product Management, CDK

Watch the full video to hear Jason Swiech and Brent Coggan discuss how dealerships can overcome F&I fragmentation and create a smoother, more satisfying experience for today’s buyers.