Summary
- The Cox Automotive 2024 Car Buyer Journey (CBJ) Study reveals record-high car buyer satisfaction, driven by digital and omnichannel buying experiences.
- EV buyers report the highest satisfaction rates, prioritizing advanced tools, safety, and technology during their purchase journey.
- Efficient transactional processes, such as pre-filling paperwork online, save time and boost satisfaction.
- Transparency in pricing, financing, and inventory is crucial for maintaining buyer trust and satisfaction.
- While digital tools are vital, in-person elements like test drives remain essential for a seamless experience.
The car-buying experience is undergoing a significant transformation, with satisfaction rates at an all-time high, according to the latest Cox Automotive 2024 Car Buyer Journey (CBJ) Study. The survey shows that improvements in digital tools and blending online with in-store experiences also known as the omnichannel approach, are redefining how consumers buy vehicles.
A more streamlined process saves time, cuts down on repetition, and brings transparency to the buying experience which translates into increased satisfaction for buyers. In particular, electric vehicle (EV) buyers are setting the new standard, using the latest digital tools and focusing on advanced safety and technological features.
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