CDK Global said its 2025 F&I Shopper Study surveyed more than 1,200 shoppers and found lower satisfaction alongside longer waits. The company also reported that buyers continued to value F&I managers as advisers.
That tension matters: the role can retain trust while the process damages it. Because the public study page did not include the full survey instrument, stores should validate the themes locally.
Wait time is a quality measure
Managers should measure time from agreed figures to F&I start, time in office and rework caused by missing information. A fast process that creates errors is not an improvement.
Advice requires clear choices
Product and financing presentations should explain price, coverage, exclusions and optionality without pressure. Paper and digital preferences can be offered consistently while the required disclosures remain intact.
This is a vendor survey with limited public methodology; findings should not be assumed to represent every buyer.
Cited references
- CDK 2025 F&I Shopper Study — Commercial study