4
WAYS TO
GROW YOUR
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BUSINESS
For 16 years, Cox Automotive has been tracking shifts in the car buyer journey to help dealers adapt to changing consumer expectations. The latest study shows how digital tools and proactive service outreach boost satisfaction and drive service loyalty. Here are 4 key findings from the study.
Key TAKEAWAY #1
Customer Satisfaction with Dealers Reaches All-Time High
Buyer satisfaction is stronger than ever, especially among new car buyers. An impressive 76% of new-vehicle buyers report being satisfied with their overall shopping experience (the highest level ever recorded) and 81% were satisfied with their dealership experience.
Satisfaction with new car shopping experience
WHAT YOU CAN DO NOW
Turn customer goodwill into long-term loyalty with a fast, seamless sales-to-service handoff. Leverage integrations between Xtime and VinSolutuions CRM to schedule the first service appointment before the customer drives off the lot.
Key Takeaway #2
Satisfaction in the Buying Process Leads to Loyalty in the Service Lane
Car buyer satisfaction drives service loyalty. Among buyers who say they are highly likely to return for service, 86% report satisfaction with their dealership experience, 84% are satisfied with their overall shopping experience, and 74% trust that the dealer gave them the best deal.
Satisfied new car buyers who are likely to return for service
What you can do now
Take advantage of improved sentiment by positioning your service options as a natural extension of the purchase. With Xtime Invite, you can stay connected through targeted, personalized marketing campaigns that keep customers engaged and coming back to your service drive.
Key Takeaway #3
Digital Tools Continue to Empower Buyers
Digital completion of key purchase steps continues to rise, especially among new-vehicle buyers. Dealers are increasingly providing buyers the convenience of online trade-in offers.
Purchase digitization is on the rise
what you can do now
When the time is right, use Xtime Schedule and Kelley Blue Book Instant Cash Offer to identify used-vehicle acquisition opportunities that further strengthen long-term customer value.
Key Takeaway #4
Service Outreach Retains More Customers than Ever Before
Proactive service outreach plays a critical role in retention. Up to 57% of used-vehicle buyers say they are likely to return to the dealership for service (an all-time high), especially when they are introduced to the service department early in the process.
Used car buyers who are likely to return for service
what you can do now
Implement tools that bridge sales and service to capture early engagement, strengthen retention, and drive long-term post-sale revenue from both new and used buyers. Provide seamless online scheduling and service tools to support a consistent, end-to-end digital experience that keeps customers coming back long after purchase.
TURN Buyer satisfaction into service loyalty
Visit xtime.com/demo to explore at your own pace and discover how the right tools can help you create seamless service-to-sales experiences that keep customers coming back.
