10th Annual Automotive Customer Experience Trends Study

In it’s 10th Annual Automotive Customer Experience Trends Study, DAS Technology researched the use of website chat, lead follow-up, dealership and service experiences, online reviews, and the influence of technology and AI on consumer decisions throughout the vehicle shopping, purchasing, and ownership lifecycle.

• 7,000 verified vehicle buyers and service customers surveyed.
• Survey was conducted second half of 2023 through January 2024.
• Men and women ages 18 to 75 were invited to participate.
• Representative of all vehicle makes and models, both foreign and domestic, including new and pre-owned.
• Responses represented from around the United States.
• Includes responses from all lead sources (online and in-person).