GITNUXREPORT 2025

Customer Experience In The Automotive Industry Statistics

Customer experience drives loyalty, digital channels, and personalization in automotive industry.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

45% of automotive customers would switch brands after just one poor experience

Statistic 2

71% of automotive customers feel that quick, effective customer service enhances their brand loyalty

Statistic 3

54% of customers have left a dealership due to lack of responsiveness

Statistic 4

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

Statistic 5

78% of car buyers say that their experience with a dealership impacts their overall perception of the brand

Statistic 6

70% of car buyers say that online research influences their actual purchase decision

Statistic 7

69% of automotive customers expect quick responses from dealerships via digital channels

Statistic 8

80% of automotive consumers want personalized experiences

Statistic 9

62% of customers say that a lack of transparency in the buying process damages trust with the brand

Statistic 10

55% of automotive customers prefer to book service appointments online

Statistic 11

73% of customers expect consistent experience across all dealership channels

Statistic 12

49% of customers say they are frustrated by long wait times during service visits

Statistic 13

52% of automotive consumers are willing to share their data if it leads to better service

Statistic 14

75% of customers expect real-time updates during the vehicle repair process

Statistic 15

65% of car buyers report that their dealership experience was significantly impacted by the salesperson's knowledge and professionalism

Statistic 16

58% of customers are more likely to return to a dealership that offers digital self-service options

Statistic 17

48% of consumers say that ease of scheduling service appointments influences their loyalty

Statistic 18

85% of automotive brands plan to increase investment in customer experience technologies by 2025

Statistic 19

42% of automotive customers prefer speaking to a human agent rather than a chatbot

Statistic 20

68% of consumers would be more likely to recommend a brand that provides exceptional after-sales service

Statistic 21

77% of car buyers are influenced by online reviews when choosing a dealership

Statistic 22

59% of consumers want proactive communication from dealers about vehicle service needs

Statistic 23

64% of automotive customers rate transparency during sales and service experiences as a top factor influencing loyalty

Statistic 24

50% of automotive customers are willing to participate in virtual reality test drives

Statistic 25

74% of customers expect their vehicle to be equipped with the latest connected technology

Statistic 26

46% of customers prefer using mobile apps to manage their vehicle maintenance

Statistic 27

55% of car buyers want dealerships to offer transparent pricing upfront

Statistic 28

79% of automotive customers expect brands to deliver seamless omnichannel experiences

Statistic 29

63% of customers believe that personalized communication improves their overall experience

Statistic 30

49% of automotive consumers say that innovative digital features positively influence their brand perception

Statistic 31

43% of customers are willing to pay more for added digital convenience during the sales process

Statistic 32

83% of automotive brands are investing in AI-driven customer service solutions

Statistic 33

57% of customers say that easy access to information enhances their experience

Statistic 34

72% of automotive dealerships report that enhanced digital tools have increased customer satisfaction scores

Statistic 35

61% of consumers feel that virtual showrooms improve their confidence in purchasing

Statistic 36

60% of vehicle owners are interested in subscription or pay-per-use models

Statistic 37

52% of customers prefer digital-only interaction for vehicle financing

Statistic 38

77% of automotive consumers would revisit a dealership offering a personalized experience

Statistic 39

53% of customers say that digital loyalty programs influence their brand loyalty

Statistic 40

84% of automotive brands plan to incorporate advanced analytics to improve customer experience by 2024

Statistic 41

75% of customers expect their dealership's website to provide comprehensive vehicle info and tools

Statistic 42

49% of customers have experienced frustration with digital payment processes

Statistic 43

67% of automotive customers prioritize vehicle safety and technology features in their purchase decision

Statistic 44

58% of customers are more loyal to brands that proactively address their digital concerns

Statistic 45

69% of customers expect dealerships to integrate social media into their communication strategy

Statistic 46

54% of customers prefer chatbots for initial inquiries but want human support for complex issues

Statistic 47

83% of automotive brands believe personalized marketing boosts customer engagement

Statistic 48

61% of customers indicate that loyalty rewards programs impact their re-purchase decisions

Statistic 49

74% of automotive consumers seek transparency around vehicle pricing online

Statistic 50

55% of customers want a seamless transition between digital and physical dealership experiences

Statistic 51

77% of customers consider vehicle connectivity features as a key factor in their satisfaction

Statistic 52

47% of automotive consumers view virtual reality test drives as a valuable tool in their decision-making process

Statistic 53

65% of customers feel that digital innovations in vehicle maintenance improve overall ownership experience

Statistic 54

54% of consumers are more likely to recommend brands that use data analytics to personalize service offerings

Statistic 55

83% of automotive industry leaders cite customer experience as a differentiator in competitive markets

Statistic 56

72% of customers are more satisfied when dealerships provide transparent and detailed vehicle history reports

Statistic 57

46% of automotive customers find virtual assistant chat features helpful in the pre-sale phase

Statistic 58

61% of consumers want to access vehicle data remotely via mobile apps

Statistic 59

75% of car buyers say that a positive digital experience influences their likelihood to purchase

Statistic 60

55% of consumers prefer online channels for scheduling vehicle maintenance

Statistic 61

66% of consumers prefer digital channels for vehicle research and purchase

Statistic 62

60% of car buyers conduct more than half of their research online before visiting a dealership

Statistic 63

33% of customers abandon online car purchases due to poor digital experience

Statistic 64

72% of car buyers use mobile devices during the purchasing journey

Statistic 65

80% of automotive brands are investing in virtual reality and augmented reality experiences

Statistic 66

69% of auto customers prefer dealer communication via mobile apps over emails and calls

Statistic 67

78% of automotive brands are focused on enhancing digital retailing capabilities to improve customer experience

Statistic 68

66% of customers expect their automotive brand to provide eco-friendly features and services

Statistic 69

66% of automotive consumers consider eco-friendly features as crucial in their buying decision

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Sources

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Key Highlights

86% of customers are willing to pay more for a better customer experience in the automotive industry
78% of car buyers say that their experience with a dealership impacts their overall perception of the brand
66% of consumers prefer digital channels for vehicle research and purchase
45% of automotive customers would switch brands after just one poor experience
70% of car buyers say that online research influences their actual purchase decision
69% of automotive customers expect quick responses from dealerships via digital channels
80% of automotive consumers want personalized experiences
62% of customers say that a lack of transparency in the buying process damages trust with the brand
55% of automotive customers prefer to book service appointments online
73% of customers expect consistent experience across all dealership channels
60% of car buyers conduct more than half of their research online before visiting a dealership
49% of customers say they are frustrated by long wait times during service visits
52% of automotive consumers are willing to share their data if it leads to better service

In today’s automotive industry, where 86% of customers are willing to pay extra for a better experience, brands that embrace digital innovation and prioritize personalized, transparent, and seamless customer interactions are the ones driving loyalty and differentiating themselves in a highly competitive market.

Brand Loyalty and Switching Behavior

45% of automotive customers would switch brands after just one poor experience
71% of automotive customers feel that quick, effective customer service enhances their brand loyalty
54% of customers have left a dealership due to lack of responsiveness

Brand Loyalty and Switching Behavior Interpretation

These stats underscore that in the automotive industry, a single poor experience can turn a customer into a former loyalist overnight, proving that rapid, responsive service isn't just a nicety—it's the fuel that keeps brand loyalty moving.

Customer Willingness and Preferences

86% of customers are willing to pay more for a better customer experience in the automotive industry
78% of car buyers say that their experience with a dealership impacts their overall perception of the brand
70% of car buyers say that online research influences their actual purchase decision
69% of automotive customers expect quick responses from dealerships via digital channels
80% of automotive consumers want personalized experiences
62% of customers say that a lack of transparency in the buying process damages trust with the brand
55% of automotive customers prefer to book service appointments online
73% of customers expect consistent experience across all dealership channels
49% of customers say they are frustrated by long wait times during service visits
52% of automotive consumers are willing to share their data if it leads to better service
75% of customers expect real-time updates during the vehicle repair process
65% of car buyers report that their dealership experience was significantly impacted by the salesperson's knowledge and professionalism
58% of customers are more likely to return to a dealership that offers digital self-service options
48% of consumers say that ease of scheduling service appointments influences their loyalty
85% of automotive brands plan to increase investment in customer experience technologies by 2025
42% of automotive customers prefer speaking to a human agent rather than a chatbot
68% of consumers would be more likely to recommend a brand that provides exceptional after-sales service
77% of car buyers are influenced by online reviews when choosing a dealership
59% of consumers want proactive communication from dealers about vehicle service needs
64% of automotive customers rate transparency during sales and service experiences as a top factor influencing loyalty
50% of automotive customers are willing to participate in virtual reality test drives
74% of customers expect their vehicle to be equipped with the latest connected technology
46% of customers prefer using mobile apps to manage their vehicle maintenance
55% of car buyers want dealerships to offer transparent pricing upfront
79% of automotive customers expect brands to deliver seamless omnichannel experiences
63% of customers believe that personalized communication improves their overall experience
49% of automotive consumers say that innovative digital features positively influence their brand perception
43% of customers are willing to pay more for added digital convenience during the sales process
83% of automotive brands are investing in AI-driven customer service solutions
57% of customers say that easy access to information enhances their experience
72% of automotive dealerships report that enhanced digital tools have increased customer satisfaction scores
61% of consumers feel that virtual showrooms improve their confidence in purchasing
60% of vehicle owners are interested in subscription or pay-per-use models
52% of customers prefer digital-only interaction for vehicle financing
77% of automotive consumers would revisit a dealership offering a personalized experience
53% of customers say that digital loyalty programs influence their brand loyalty
84% of automotive brands plan to incorporate advanced analytics to improve customer experience by 2024
75% of customers expect their dealership's website to provide comprehensive vehicle info and tools
49% of customers have experienced frustration with digital payment processes
67% of automotive customers prioritize vehicle safety and technology features in their purchase decision
58% of customers are more loyal to brands that proactively address their digital concerns
69% of customers expect dealerships to integrate social media into their communication strategy
54% of customers prefer chatbots for initial inquiries but want human support for complex issues
83% of automotive brands believe personalized marketing boosts customer engagement
61% of customers indicate that loyalty rewards programs impact their re-purchase decisions
74% of automotive consumers seek transparency around vehicle pricing online
55% of customers want a seamless transition between digital and physical dealership experiences
77% of customers consider vehicle connectivity features as a key factor in their satisfaction
47% of automotive consumers view virtual reality test drives as a valuable tool in their decision-making process
65% of customers feel that digital innovations in vehicle maintenance improve overall ownership experience
54% of consumers are more likely to recommend brands that use data analytics to personalize service offerings
83% of automotive industry leaders cite customer experience as a differentiator in competitive markets
72% of customers are more satisfied when dealerships provide transparent and detailed vehicle history reports
46% of automotive customers find virtual assistant chat features helpful in the pre-sale phase
61% of consumers want to access vehicle data remotely via mobile apps
75% of car buyers say that a positive digital experience influences their likelihood to purchase
55% of consumers prefer online channels for scheduling vehicle maintenance

Customer Willingness and Preferences Interpretation

With 86% of customers willing to pay extra for a superior experience and 83% of brands investing heavily in tech-driven personalization, the automotive industry's battle for customer loyalty now hinges more on digital transparency, rapid responses, and seamless omnichannel interactions than on the vehicles themselves.

Digital Engagement and Buying Channels

66% of consumers prefer digital channels for vehicle research and purchase
60% of car buyers conduct more than half of their research online before visiting a dealership
33% of customers abandon online car purchases due to poor digital experience
72% of car buyers use mobile devices during the purchasing journey
80% of automotive brands are investing in virtual reality and augmented reality experiences
69% of auto customers prefer dealer communication via mobile apps over emails and calls
78% of automotive brands are focused on enhancing digital retailing capabilities to improve customer experience

Digital Engagement and Buying Channels Interpretation

With over two-thirds of consumers favoring digital channels and nearly three-quarters relying on mobile devices, the automotive industry's shift toward immersive virtual experiences and seamless mobile communication underscores that in car buying, a strong digital presence is no longer optional but essential—perhaps even the driving force behind future sales.

Environmental and Sustainability Concerns

66% of customers expect their automotive brand to provide eco-friendly features and services
66% of automotive consumers consider eco-friendly features as crucial in their buying decision

Environmental and Sustainability Concerns Interpretation

With two-thirds of customers prioritizing eco-friendly features, auto brands better accelerate their green initiatives or risk driving consumers straight to the competition.