Bosch is a big company that makes parts for cars. They create components for both traditional gas-powered cars and electric vehicles, helping car manufacturers adapt to changing demands.
ICE means Internal Combustion Engine, which is the type of engine that most cars have used for a long time. It runs on fuel like gasoline or diesel, unlike electric cars that use batteries.
EV means Electric Vehicle, which is a car that runs on electricity instead of fuel like gas. These cars are becoming more common because they are better for the environment.
The Hyundai Santa Cruz is a small truck that looks a bit like an SUV but has a truck bed in the back for carrying things. It's popular because it offers a mix of comfort for driving around town and the ability to transport larger items when needed.
Welcome back to Daily Drive. I'm Kellan Walker. While affordability remains top of mind for car
buyers, shoppers' satisfaction with their dealer experience grew in 2025. That's according to
Cox Automotive's Car Buyer Journey Study. Jessica Stafford is Senior Vice President of Consumer
Solutions at Cox. She spoke with Senior Editor Dan Shine about the key takeaways for dealers from
the study. Jess, thanks so much for joining me on the FNI Friday edition of Daily Drive.
Thanks so much for having me, Dan. Excited to be here. Well, we want to talk about the Cox
Automotive Car Buyer Journey Study. This, I think, is an annual report, correct? It is. It is, yes.
All right. And it has some good news for dealers. It seems like people are happy with their car
buying process and with dealerships. Tell me a little bit about what you found.
Yeah. It's really good news. And I mean, I would say not necessarily surprising, although we
continue to see satisfaction tick up. Like you mentioned, we do this every year. And we see
fluctuations. And of course, around the 2020 to 2024 timeframe, lots of changes. But the cool part is
the 2025 study shows us that we're seeing record high satisfaction across all buyers,
but particularly new car buyers. And the number itself is 76% being highly satisfied
with the process itself, which is really high for a process. That's a big number, yeah. Yeah.
And we all know this process of shopping and buying is complicated. Add to it things like the
tariffs this year, affordability challenges, and everything going on in our industry and in our
world could have set us up for a shaky year. But at the end of the day, consumers, car buyers out
there are more and more satisfied. And what we're finding is that it really comes from three areas.
Vehicle selection is always important. That influences their satisfaction every year.
But two things that really stood out this year and that are making the car shopping process
from what consumers tell us even more efficient and even smoother than years before is that it's
all enabled by kind of a connected buying process. And so by being able to see more efficiency
and this smoother process, these are the words consumers are using, they're happy with it.
And it makes a lot of sense for if you think of URI as a consumer,
if a buying experience is considered to be smooth and connected and it's efficient because we all
want it to be more efficient, I'm going to be happy with it. Yeah. And I was interested too that
the loyalty, dealership loyalty was pretty high too, that again, good news for dealerships and
for dealers. There's a reasons for that. Again, it's a private go back to selection. If you give
enough people a price range of maybe I can't afford this, but you got something lower for me,
I can do that. Give them the right tools and they will feel like their needs are met and
therefore they will be satisfied and therefore they will be loyal. I mean, it's kind of core
cycle that works in a lot of industries, but particularly for us. And so a lot of that loyalty
and satisfaction are coming from that same core of we're doing a better job as an industry,
meeting consumers where they are. And a lot of that comes from the further adoption by a lot of
dealers of digital tools, digital tools that are enabling consumers to do as much or as little of
the process online ahead of walking into the dealership that they want. They can apply for
credit apps. They can not only shop and find the car they want, but they can do a lot of those
buying steps online ahead of going into the store, touching and feeling the car, asking their questions.
And so we feel like what's driving that satisfaction and that loyalty is it's a little simple,
but it's meeting the needs of the consumer. It's meeting them where they are. And they have these
really high expectations for convenience and digital tools because you and I can order whatever we
need and it shows up on our doorstep the next day. Right, push one button and it's there. Yeah,
translates into big purchases too, where now we see most consumers don't want to, you know,
push a button and have a car delivered to their front door. They want to do more research. They
want an omnichannel experience where they can shop and touch and feel the car ask those questions.
But they do want the ease and the seamlessness of kind of doing that at their own pace, engaging
with the sales rep, with a with a person at the dealership to get their questions answered.
Like I said, touch and feel the car, but those digital tools enable them to be even more efficient
in the process. Yeah, I saw where like, you know, the total time spent purchasing the car was,
you know, declined. And I think that's a major complaint. It's almost like going to the DMV or
getting a root analysis, you know, it's going to take forever. And I think like, you know,
that omnichannel where I can do a little bit of research on the front end online, I can apply
and get approved online. So I know how much car I can buy. And then when I walk in, people, especially
I think younger people are, they're better prepared. And so they're again, that's going to cut down on
the time and dealerships that have that ability, I think, you know, again, I don't understand
like buying a car without being able to like touch it and see it and drive it. But some people do.
But yeah, but it's a small amount, you know, our studies are showing 7% or so of consumers
want to want to buy completely online to your point, like really, really like completely digital,
not touch and feel the car ahead of time. So it's really a small amount of folks still,
the vast majority of consumers want to do a combination, a little bit online, a little bit
offline. And so that concept of, you know, formal word, but omnichannel makes so much sense because
you can do as much as much or as little. And I will tell you, you know, new technology, new,
of course, I wouldn't even say it's trend anymore, but new realities of AI in our world.
Right. I was going to ask about that.
That adds just another channel to the omnichannel approach. And so consumers are playing with AI
quite a bit. They're asking a lot of questions, they're doing research about vehicles,
they're leveraging agentic experiences, both of course, on AI platforms, but then also on dealer
websites, on third party websites like Auditrader or Kelly Blue Book, where you can have kind of
a virtual consultant that's helping you through this process. And so we're seeing that while it's
still a small amount of folks that are using those AI tools, you know, kind of like low double digits
percentages of consumers are using those AI tools in their shopping process, it's continuing to grow.
And over 80% of them are saying, I think my next car purchase for sure, I will be engaging even more
in those AI tools. And so I think we'll continue to see that grow.
One other A word I want to bring up, and that's affordability. I think I've noticed in your study,
62% of consumers, car buyers said it's cost too much to buy or lease a vehicle. How is
affordability issues kind of reshaping that car buyer journey?
You know, it's interesting because despite those affordability concerns, and look, we all have it
across not just cars, but everything we're buying. The fact that the satisfaction remains high is kind
of this interesting dynamic. And it's coming from a place of we even we looked at it over the course
of last year. And when tariffs and cost pressures came into play, 68% of buyers who purchased a
little bit sooner than they would have because they were trying to get ahead of those prices,
they were actually satisfied with the price they paid. And so you're seeing a mix there. And obviously
we're seeing MSRP averages continue to kind of eke up that affordability is tough, but therefore
shoppers are doing even more research ahead of time, and they're really trying to plan for their
purchase. And so we see the concept of digital tools converge there as well, because they have
the tools to do those comparisons and to sort through options. You know, like you mentioned,
while time in the dealership is shrinking, we believe that also fuels their satisfaction.
There's an interesting dynamic there because the study also showed 66% of buyers are considering
both new and used these days, which is up from 57% prior. It's a pretty big jump from a percentage
standpoint. And new car buyers are actually at an all time high for considering used. And so
they're cross shopping more and more. A lot of that's coming from the affordability concerns.
And really that drives that drives this concept of they're cross shopping, they're comparing,
they're going to marketplace sites, you know, marketplaces, third party marketplaces have always
been the highest when we do our surveys, the highest place that consumers go first and last in
their shopping and buying process. Right now it's up over 75% because they can go to compare
their options. And I think, you know, we see on average people, this study showed are going to
about four and a half point 4.6 websites for their shopping experience, their shopping, and
they're just they're comparing their options. I think that's interesting for our industry too,
because it allows dealers, manufacturers, anyone selling a car to influence the consumer during
their process. 71% of buyers go into the process with an open mind today, not knowing exactly what
they want. And so you have a chance to sell them on your dealership, on your make and model, even
on the model of how you sell them the car. Yeah, great interesting stuff from Cox Automotive and
just YouTube as well. Thanks so much for sharing that. And some good take homes for dealerships
and dealers to kind of think about. And again, I think it's, if you've got the digital tools to
let the shoppers do a little bit at home before they get there, it's just going to make them a
better experience for them. It sets everybody up for success. The consumers will be happy,
dealers will sell more cars, be more profitable. And like you said, in the beginning, you know,
really great news, of course, going into NADA here soon, but also just kicking off the year,
high satisfaction will continue to drive that loyalty that's so important in our industry.
Yeah. Jess, thanks so much for your time. Thanks, Dan. Jessica Stafford
is Senior Vice President of Consumer Solutions at Cox. She spoke with our own Dan Shine.
That's Daily Drive for today. I'm Kellan Walker. Thanks to Automotive News Executive
Producer Jake Neer, as well as our own John Irwin for his reporting for today's podcast.
We also had reporting from Greg Lason of our sibling publication Automotive News Canada.
You can get the latest news on automotive retail, the potential Tesla SpaceX merger,
and everything happening in the auto industry at AutoNews.com. Come back over the weekend for
our weekend drive episode, where Larry Veliquette and Michael Martinez will discuss Tesla ending
Model S and Model X production, Hyundai killing the Santa Cruz, and preview next week's NADA show
here in Las Vegas. I think a lot of dealers are worried that this is the year automakers will
start to pass along the tariff costs even more than they did in 2025, which could drive on prices
and could anger those customers who are dealing with AI robots, if not, you know, real people.
We'd love to hear from you. Let us know what you think of the show and the topics we cover today.
Send us an email at dailydrive at autonews.com or leave us a voicemail at 313-444-2774.
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About this episode
Elon Musk's potential merger talks between Tesla and SpaceX dominate the news, with discussions around consolidating his companies ahead of a major IPO. Meanwhile, minivans are experiencing a resurgence in popularity, driven by affordability and changing demographics. Automotive suppliers face consolidation pressures due to rising costs and market volatility, while car buyer satisfaction reaches a record high of 76%, attributed to improved digital tools and a smoother buying process. Cox Automotive's Jessica Stafford shares insights on how these trends are reshaping the car buying journey.
Elon Musk is weighing a potential SpaceX-Tesla merger ahead of a planned public offering that could raise $50 billion. Minivans roar back with 20 percent U.S. sales growth as consumers trade down from pricier SUVs. Plus, Cox Automotive’s Jessica Stafford discusses why car buyer satisfaction hit a record 76 percent — driven by digital tools, connected buying processes and omni-channel experiences.