A new survey, conducted by Botdoc, of more than 2,500 car shoppers across the United States has exposed room for improvement in the automotive retail experience. Customers are expressing frustration about lengthy transaction times and serious concerns about data security during the car buying process.
The survey found that 63.8 percent of respondents were “very frustrated” or “extremely frustrated” with the amount of time spent waiting at dealerships for paperwork and approvals. The findings highlight a critical disconnect between customer expectations and the reality of automotive retail operations.
Transaction Times Drive Customer Dissatisfaction
Beyond the frustration with waiting times, the survey revealed broader dissatisfaction with the overall purchase timeline. Many customers believe the car buying process is unnecessarily long and inefficient. When asked about potential improvements, 34 percent of respondents expressed a desire to complete more steps online before visiting the dealership, while 24 percent specifically called for a faster, more efficient paperwork process.
These findings suggest that dealerships are missing opportunities to streamline operations and improve customer satisfaction through digital solutions. Even a slightly faster process than the competition can lead to improved customer loyalty across the board.
“The survey results confirm what many have long suspected—that the car buying experience is ripe for modernization,” said Paul Croshaw, Executive Vice President of Automotive Sales of Botdoc. “The disconnect between a seamless online shopping experience and a slow, paper-heavy in-person process creates a major friction point. Dealers who embrace digital solutions to shorten wait times and secure customer data will be the ones who thrive in the future.”
Data Security Concerns
Perhaps even more concerning than time-related frustrations are the survey’s results about customer confidence in data security. Only seven percent of respondents felt very comfortable sharing personal information during the car buying process, while 29 percent reported feeling somewhat uncomfortable and 20 percent indicated they were very uncomfortable with data sharing.
When comparing their automotive retail experience to other industries such as banking and healthcare, customers showed little confidence in dealership data security practices. Only 2.4 percent of respondents felt their data was “much more secure” during a car purchase, and just 4.8 percent believed it was “somewhat more secure” compared to other sectors. These results indicate that the vast majority of customers believe their personal information faces the same or greater risk when purchasing a vehicle compared to other industries that handle sensitive data.
Technology Solutions Available
Botdoc’s platform aims to address these specific challenges by providing what the company describes as a secure, digital-first process that improves transparency, reduces wait times, and creates a seamless transition from initial online engagement to final transaction completion.
The company’s technology is designed to eliminate traditional barriers such as passwords, apps, logins, and plugins while maintaining secure, encrypted communication channels for document exchange, signatures, and payments. According to Botdoc, the platform can be implemented quickly, with institutions able to begin operations within 15 minutes.
The survey results underscore the need for automotive retailers to prioritize both operational efficiency and data security as they compete for increasingly discerning customers. With consumers expressing clear preferences for faster, more secure transactions, dealerships that fail to modernize their processes may find themselves at a competitive disadvantage.
Digital Dealer Conference & Expo is coming to Mandalay Bay, Las Vegas, NV this October 14-15! Register today and see great exhibitors like Botdoc at Booth #529.
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