The document summarizes findings from the 2008 Automotive eShopper Experience Study. It found that while dealers have improved in responding to a higher percentage of online leads compared to previous years, there is still room for improvement, as one in four leads go unanswered. It also found that dealers typically respond via email within 5 hours but are slower to call leads, and that they often do not provide requested information like vehicle prices to shoppers. The study analyzed response rates and quality at dealerships across different brands to develop an Automotive eShopper Index for ranking performance.