Car Dealership Ease Of Purchase Study

September’s rush to buy electric vehicles before federal tax credits expired may have created crowded showrooms and long-distance car hunts, but according to CDK Global’s latest Friction Points study, the pace didn’t spoil the customer experience.

CDK reported that its Ease of Purchase score held steady at 89 percent, the same as the prior month and identical to September 2024. That stability came despite a sharp increase in the number of buyers forced to travel farther or visit multiple dealerships to secure the vehicle they wanted.

Only 48 percent of shoppers said their chosen vehicle was available at the first dealership they visited, up slightly from 43 percent in August but still well below July’s 53 percent. Twice as many buyers—12 percent—needed to visit four or more dealerships to complete their purchase.

Even with those challenges, most customers still reported positive experiences. Seventy-seven percent said finding the right vehicle was easy, up from 74 percent in August. Other measures also improved: taking a test drive rose to 74 percent from 72 percent, and taking delivery surged to 79 percent from 68 percent. CDK said many buyers appeared to book test-drive appointments in advance, which helped smooth the process in spite of inventory constraints.

Financial steps offered a mixed picture. Applying for credit saw a notable improvement, with 70 percent of buyers rating it positively compared with 64 percent in August. Satisfaction with trade-in negotiations also rose to 58 percent from 53 percent. But agreeing on a final price dipped slightly to 62 percent, and completing financing fell to 66 percent from 68 percent.

The time commitment remained steady. A slim majority—52 percent—said they finished the deal in the time they expected. Those who were dissatisfied cited longer-than-expected waits, while satisfied buyers described their experience as “fast,” “quick” and “right away.”

Taken together, CDK said the data highlights how dealers adapted to one of the busiest sales periods of the year, demonstrating resilience even when inventory was uneven and buyers were racing against the clock. “The consistency in overall satisfaction points to preparation by retailers and smoother execution across multiple parts of the transaction,” the report said.

Looking ahead, the September data may prove to be a high-water mark. With the federal $7,500 EV tax credit expiring at the end of last month, industry analysts are watching closely to see how consumer behavior shifts. October will provide the first glimpse of whether demand cools significantly or whether dealers can sustain traffic without the incentive.

CDK noted that while dealerships proved capable of handling the September surge, they will now face the challenge of maintaining customer satisfaction in a slower market. Without the urgency of an expiring tax break, shoppers may take longer to weigh options, press harder on price negotiations, and even step back from EV purchases altogether.

Automakers are also adjusting. Some, including Ford and General Motors, have rolled out leasing programs that extend the use of EV credits for certain customers. Others are leaning on promotions and financing deals to soften the blow. But CDK’s findings suggest that even in a high-pressure environment, buyers place as much weight on efficiency and transparency as they do on discounts.

Dealers may also benefit from recent signals by the Federal Reserve, which cut its benchmark rate by a quarter-point in September and suggested more cuts could follow by year’s end. While any changes are likely to have only a marginal effect on auto loan rates in the near term, even modest easing could help support affordability at a time when buyers are especially price-sensitive.

For now, CDK’s September survey offers reassurance for retailers and shoppers alike. Even with a hectic EV push, customer satisfaction held firm, and in several areas, improved. Whether that momentum can carry forward into the final months of the year, with incentives gone and interest rates still elevated, will be the key test for dealers.