Understanding the path to purchase within the automotive sector is increasingly complex, transformed by new technologies the traditional role of the dealership is changing as the customer becomes more digitally engaged.

1. Agreed they could
get most information
online before visiting the
dealership
7
TEN
out of
Believe there is
enough information
on-line to not use a
dealership at all
4
TEN
out of
How
informative
are
dealerships
today?
By 2020 the customer will
manage 85% of the relationship
with an enterprise without
interacting with a human1
85%
1
Gartner
We still like
dealerships
for...
Checking out the look & feel Test drive * Buying the car
72%
58%
60%
Dealers need to connect
through digital favouritesFuture trends
Would try them
Auto Connectors
would use them*
* Test Drives
15%
Online
showroom
32%
Online
reviews
16%
Online
adverts
advert
9%
Promo
videos
12%
Design
your car
There is a need to change the dealership
experience to match customer expectations
40%
But...
Go to dealerships
for advice Think that dealerships
are more interested
in making a sale than
advising on the right
vehicle
58% £ £ £ £ £ £
Have used virtual
test drives
Lisa Bedwell
Senior Research Director, Head of Automotive
lisa.bedwell@futurethinking.com www.futurethinking.com
The Role of
Digital in Auto Purchasing
Information sourced from Future Thinking’s inaugural study of the UK motoring
industry, covering the sentiments and attitudes of 1,200 vehicle customers at
multiple points in the purchase cycle
* Automotive connectors are identified as the influencers and trend
setters who really matter to your brand; a signpost to future buying
and engagement behaviours, for more information please contact