GITNUXREPORT 2025

Customer Experience In The Automobile Industry Statistics

Customer experience drives loyalty, digital tools, personalized service, and transparency.

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

Our Commitment to Accuracy

Rigorous fact-checking • Reputable sources • Regular updatesLearn more

Statistic 1

86% of consumers are willing to pay more for a better customer experience in the automobile industry

Statistic 2

78% of customers have canceled a purchase due to poor customer service in the automotive retail sector

Statistic 3

91% of customers will buy again from a dealership that offers excellent customer service

Statistic 4

45% of automotive customers state that a positive service experience influences their likelihood to recommend

Statistic 5

68% of customers have switched to a competitor after a negative dealership experience

Statistic 6

62% of automotive customers express frustration with long wait times during service appointments

Statistic 7

76% of consumers say their loyalty depends on their dealership’s responsiveness to their needs

Statistic 8

83% of customers will share a positive service experience online, influencing other potential buyers

Statistic 9

52% of auto buyers indicate that a smooth digital onboarding process increases their overall satisfaction

Statistic 10

65% of customers would switch brands if their current brand failed to meet digital innovation expectations

Statistic 11

77% of customers who have a positive dealership experience are likely to become repeat buyers

Statistic 12

80% of consumers say that a responsive mobile website improves their overall automotive shopping experience

Statistic 13

35% of automotive companies report that customer service automation has led to increased sales

Statistic 14

66% of customers appreciate receiving follow-up communication after a service appointment

Statistic 15

92% of customers rate their dealership’s customer service as a key factor in their loyalty

Statistic 16

46% of automotive customers prioritize environmental sustainability initiatives when choosing a brand

Statistic 17

79% of dealership service customers are more likely to return if they receive personalized communication

Statistic 18

87% of customers are willing to recommend a brand that provides excellent customer experience consistently

Statistic 19

85% of auto service customers view digital appointment scheduling as a significant convenience

Statistic 20

63% of car buyers read online reviews before visiting a dealership

Statistic 21

59% of automotive customers prefer digital self-service options over traditional dealership visits

Statistic 22

75% of consumers expect their auto service experience to be similar to their other digital interactions

Statistic 23

54% of car buyers want real-time updates during the repair process

Statistic 24

80% of automotive consumers use their smartphones for research during the buying process

Statistic 25

85% of vehicle buyers expect dealerships to offer a seamless, omnichannel experience

Statistic 26

49% of customers report that their dealership fails to meet their expectations in digital interactions

Statistic 27

78% of auto service customers use digital tools to track repairs and service history

Statistic 28

42% of vehicle buyers wish to have virtual reality or augmented reality experiences during the car shopping process

Statistic 29

60% of dealerships plan to invest in AI and automation to enhance customer experience

Statistic 30

47% of consumers prefer to communicate with dealerships via live chat over email or phone

Statistic 31

50% of car owners find their dealership’s app or website difficult to navigate

Statistic 32

72% of customers expect immediate assistance when they have inquiries about a vehicle online

Statistic 33

58% of consumers are more likely to use a dealership with a high-quality online presence

Statistic 34

71% of vehicle buyers want shareable multimedia content during the buying process

Statistic 35

53% of auto buyers are more likely to buy from dealerships with interactive digital showrooms

Statistic 36

39% of automotive consumers have abandoned processes that lacked real-time support or updates

Statistic 37

73% of vehicle buyers want to see virtual walkthroughs of the vehicle interior before visiting a dealership

Statistic 38

65% of consumers prefer dealerships that offer digital trade-in valuations

Statistic 39

58% of car buyers want real-time chat support during their online research and purchase process

Statistic 40

69% of customers consider personalized experiences as a key factor in choosing an automaker or dealership

Statistic 41

55% of consumers would pay extra for a dealership experience tailored to their preferences

Statistic 42

44% of vehicle buyers want to experience a personalized test drive based on their preferences

Statistic 43

88% of automotive customers value transparency throughout the buying and servicing process

Statistic 44

61% of customers want to see instant price comparisons when researching auto options online

Statistic 45

84% of car buyers consider the availability of online financing options an important factor

Statistic 46

60% of consumers expect a transparent pricing strategy over the entire buying and service journey

Statistic 47

70% of customers say connected car features influence their vehicle purchase decision

Statistic 48

74% of car owners expect their vehicle to alert them proactively about maintenance needs

Slide 1 of 48

Sources

Our Reports have been cited by:

Trust Badges - Publications that have cited our reports

Key Highlights

86% of consumers are willing to pay more for a better customer experience in the automobile industry
78% of customers have canceled a purchase due to poor customer service in the automotive retail sector
63% of car buyers read online reviews before visiting a dealership
70% of customers say connected car features influence their vehicle purchase decision
59% of automotive customers prefer digital self-service options over traditional dealership visits
91% of customers will buy again from a dealership that offers excellent customer service
75% of consumers expect their auto service experience to be similar to their other digital interactions
45% of automotive customers state that a positive service experience influences their likelihood to recommend
68% of customers have switched to a competitor after a negative dealership experience
54% of car buyers want real-time updates during the repair process
80% of automotive consumers use their smartphones for research during the buying process
69% of customers consider personalized experiences as a key factor in choosing an automaker or dealership
85% of vehicle buyers expect dealerships to offer a seamless, omnichannel experience

In an era where 86% of consumers are willing to pay more for a superior customer experience, the automotive industry faces both incredible opportunities and significant challenges in transforming car buying and servicing into seamless, personalized digital journeys.

Customer Loyalty and Satisfaction

86% of consumers are willing to pay more for a better customer experience in the automobile industry
78% of customers have canceled a purchase due to poor customer service in the automotive retail sector
91% of customers will buy again from a dealership that offers excellent customer service
45% of automotive customers state that a positive service experience influences their likelihood to recommend
68% of customers have switched to a competitor after a negative dealership experience
62% of automotive customers express frustration with long wait times during service appointments
76% of consumers say their loyalty depends on their dealership’s responsiveness to their needs
83% of customers will share a positive service experience online, influencing other potential buyers
52% of auto buyers indicate that a smooth digital onboarding process increases their overall satisfaction
65% of customers would switch brands if their current brand failed to meet digital innovation expectations
77% of customers who have a positive dealership experience are likely to become repeat buyers
80% of consumers say that a responsive mobile website improves their overall automotive shopping experience
35% of automotive companies report that customer service automation has led to increased sales
66% of customers appreciate receiving follow-up communication after a service appointment
92% of customers rate their dealership’s customer service as a key factor in their loyalty
46% of automotive customers prioritize environmental sustainability initiatives when choosing a brand
79% of dealership service customers are more likely to return if they receive personalized communication
87% of customers are willing to recommend a brand that provides excellent customer experience consistently
85% of auto service customers view digital appointment scheduling as a significant convenience

Customer Loyalty and Satisfaction Interpretation

In an industry where loyalty hinges as much on seamless digital experiences and personalized service as on the cars themselves, it’s clear that outstanding customer experience isn’t just a plus—it’s the engine driving dealership retention, brand reputation, and ultimately, sales.

Digital Engagement and Communication

63% of car buyers read online reviews before visiting a dealership
59% of automotive customers prefer digital self-service options over traditional dealership visits
75% of consumers expect their auto service experience to be similar to their other digital interactions
54% of car buyers want real-time updates during the repair process
80% of automotive consumers use their smartphones for research during the buying process
85% of vehicle buyers expect dealerships to offer a seamless, omnichannel experience
49% of customers report that their dealership fails to meet their expectations in digital interactions
78% of auto service customers use digital tools to track repairs and service history
42% of vehicle buyers wish to have virtual reality or augmented reality experiences during the car shopping process
60% of dealerships plan to invest in AI and automation to enhance customer experience
47% of consumers prefer to communicate with dealerships via live chat over email or phone
50% of car owners find their dealership’s app or website difficult to navigate
72% of customers expect immediate assistance when they have inquiries about a vehicle online
58% of consumers are more likely to use a dealership with a high-quality online presence
71% of vehicle buyers want shareable multimedia content during the buying process
53% of auto buyers are more likely to buy from dealerships with interactive digital showrooms
39% of automotive consumers have abandoned processes that lacked real-time support or updates
73% of vehicle buyers want to see virtual walkthroughs of the vehicle interior before visiting a dealership
65% of consumers prefer dealerships that offer digital trade-in valuations
58% of car buyers want real-time chat support during their online research and purchase process

Digital Engagement and Communication Interpretation

In an auto industry where 80% of consumers rely on their smartphones for research but nearly half find dealership digital platforms frustratingly difficult to navigate, it's clear that embracing seamless, real-time, and immersive digital experiences isn't just a luxury—it's the engine that drives customer satisfaction and sales success.

Personalization and Customization

69% of customers consider personalized experiences as a key factor in choosing an automaker or dealership
55% of consumers would pay extra for a dealership experience tailored to their preferences
44% of vehicle buyers want to experience a personalized test drive based on their preferences

Personalization and Customization Interpretation

With over two-thirds of customers craving personalized service in the auto industry, automakers must shift gears from one-size-fits-all to tailored experiences—because in a sea of shiny models, it’s the personalized touch that drives customer loyalty and willingness to pay a premium.

Pricing, Transparency, and Purchase Experience

88% of automotive customers value transparency throughout the buying and servicing process
61% of customers want to see instant price comparisons when researching auto options online
84% of car buyers consider the availability of online financing options an important factor
60% of consumers expect a transparent pricing strategy over the entire buying and service journey

Pricing, Transparency, and Purchase Experience Interpretation

These statistics clearly reveal that today's automotive consumers are steering toward transparency and convenience at every turn, demanding not just honesty but instant insights and seamless financing options to navigate their car-buying journey with confidence.

Vehicle Features and Technology Expectations

70% of customers say connected car features influence their vehicle purchase decision
74% of car owners expect their vehicle to alert them proactively about maintenance needs

Vehicle Features and Technology Expectations Interpretation

With 70% of buyers influenced by connected features and 74% craving proactive maintenance alerts, the modern automotive market is less about horsepower and more about how intuitively a car can serve as an extensions of our digital lives.