TURN BUYER CONFIDENCE
INTO FASTER DECISIONS
Insights from the Car Buyer Journey Study
This year’s Car Buyer Journey Study reveals how AI-powered personalized experiences are playing a growing role in driving record-high buyer satisfaction—and how dealers can adapt processes to keep pace.
KEY FINDING #1
Buyer Satisfaction is at an All-Time High
Overall shopping satisfaction reached 71%, with new buyer satisfaction climbing to 76%, the highest ever recorded. Satisfaction with the dealership experience also hit an all-time high, especially among new buyers at 81%.
Shopper satisfaction reached 71%
WHAT YOU CAN DO NOW
Build on this momentum by delivering more personalized experiences earlier in the buying journey. Use Automotive Marketing Platform and advanced GenAI enhancements from VinSolutions to automate outreach, create custom tailored follow-ups, engage undecided shoppers, and help your team respond faster.
KEY FINDING #2
Inventory Recovery is Improving the Buyer Experience
As inventory levels rebound, satisfaction with vehicle selection is rising, reaching 70% among new buyers.
Satisfaction with vehicle selection reached 70%
WHAT YOU CAN DO NOW
Get the right vehicles in front of shoppers earlier in the buying journey. Use Automotive Marketing Platform to deliver personalized messages featuring in-demand inventory, along with customized offers and deal terms. This helps shoppers easily evaluate options and understand affordability, keeping them engaged and moving toward purchase.
KEY FINDING #3
AI Usage Meaningfully Enhances the Shopping Experience
AI-powered tools are improving the car-buying journey—driving higher trust, efficiency, and satisfaction. Buyers who use AI report greater confidence in getting the best deal (81% for AI users versus 67% for non-users) and are more satisfied with how long the process takes (81% for AI users versus 65% for non-users). And 84% of AI users report satisfaction with the overall experience, compared to 71% of non-users.
81% of AI users report trust and confidence
WHAT YOU CAN DO NOW
Integrate AI-powered features like vehicle recommendations, chatbots, and guided shopping experiences to make the buying process more personalized and efficient. Use Automotive Marketing Platform and GenAI enhancements from VinSolutions to identify high-intent buyers and deliver automated, data-driven communications that shoppers want.
KEY FINDING #4
Digital Completion of Key Steps is Up (Especially New Buyers)
As inventory levels rebound, satisfaction with vehicle selection is rising, reaching 70% among new buyers.
Trade in offers increased by 6 points
WHAT YOU CAN DO NOW
More buyers (especially new buyers) are completing key steps of the purchase process online. Online trade-in offers increased by 6 points, while selecting F&I products rose by 4 points. This shift signals growing comfort with digital tools and a preference for doing more of the deal from home.
READY TO LEARN MORE ABOUT MEETING
EVOLVING SHOPPER EXPECTATIONS?
Visit www.vinsolutions.com/demo to see how AI-powered personalization, smarter marketing,
and digital-first workflows can help your dealership deliver the experiences today’s buyers expect.
