It's About Time

Article Highlights

1. According to findings from Autotrader's Dealer Customer Sourcing Studies, customer satisfaction is highest within the first 90 minutes at the dealership. However, as the amount of time a customer spends at the dealership increases, customer satisfaction with that dealer is likely to decrease.
2. To better understand the disconnect between customer expectations and the dealership experience, as well as areas of opportunities where dealerships may better align their in-store processes with customer requirements, Autotrader conducted an analysis of four disparate dealerships to document a baseline of dealership processes and cycle time to help identify strategies that can create a competitive advantage. This white paper reveals which (if any) of the 4 dealerships were able to meet a 90-minute objective for customer cycle time and the implications for your dealership cycle time objectives.