Research from real dealership visits.
We mystery-shopped 30+ targeted dealership visits and measured what happened. Here's what we found, and what we're working on next.
What we measured on real showroom floors.
Five findings from 30+ targeted dealership visits.
- 70%of dealership experiences failed to build enough trust and confidence to stop the buyer continuing their search.
- 70%were generic sales conversations with little personalisation.
- 75%received no meaningful follow-up after the visit.
- 50%left with no clear reason to return.
- 3 in 4buyers continued shopping elsewhere after leaving the dealership.
The report and the benchmark
The full report is being prepared.
Available once the report is published.
The Customer Experience Benchmark
18 statements about how your dealership handles customers.
Start benchmarkWhat we're writing next.
- Coming soon
Why customer experience is the new edge
When cars and prices look alike, the experience is what's left to compete on.
- Coming soon
Why good opportunities go cold
Many opportunities are lost without a clear no.
- Coming soon
The confidence gap
Buyers rarely decide on information alone.
- Coming soon
The hidden cost of opportunity leakage
Small gaps in the experience add up.
Topics we're researching.
Buyer psychology
- Confidence versus certainty
- Why customers delay decisions
- How trust shapes buying
- Understanding hesitation
- Information versus reassurance
- Why customers keep shopping
Dealership performance
- What top dealerships have in common
- Why consistency beats individual talent
- Building a customer experience culture
- Sales leadership and customer experience
- The customer experience numbers that matter
Get new research when it's out.
Customer behaviour trends, dealership performance research and new TrustDriver publications.
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