On the Dash:
- CDK found that excessive wait times in the F&I department can increasingly harm customer satisfaction.
- Engaging customers during wait times, through paperwork, educational content, or early vehicle walk-arounds, can improve their overall experience.
- AI-powered solutions and transparent communication streamline F&I processes, reduce friction, and enhance efficiency without replacing human interaction.
F&I is one of the most profitable departments in the dealership. Unfortunately, it is also where customers experience the most friction. CDK Global’s 2025 F&I Shopper Study found that excessive wait times in the F&I department have the most significant negative impact on the customer experience.
The study surveyed more than 1,200 car buyers. Over half (64%) reported having to wait to speak with an F&I manager. Of those, more than three-quarters (76%) waited longer than 10 minutes. Customers who wait 30 minutes or more are 25% less likely to recommend the dealer to others.
Although nearly four out of five customers (79%) said they were satisfied with the time they spent with an F&I manager, long waits still quickly undermine the overall experience and Net Promoter Scores. One-third of shoppers said they would prefer to schedule an appointment with an F&I manager for the next day rather than wait on-site.
Delays are often caused by the complexity of F&I processes and extensive paperwork. While some waiting is inevitable, the key to a positive experience is keeping customers informed and engaged so the wait feels purposeful.
- Create productive wait time: Provide customers with paperwork and forms to complete while they wait. This reduces idle time, shortens time spent in the F&I office and gives customers a sense of progress as they move through the process.
- Leverage AI-powered solutions: AI can streamline F&I operations, automate document processing, improve customer profiling, and help predict which products buyers are most likely to purchase. While it cannot replace human interaction, AI speeds up the process and enhances efficiency.
- Provide educational content: Customers may be unfamiliar with a new vehicle’s features or powertrain. Displaying OEM-provided content on warranties, service contracts, financing options, maintenance, safety features, and technology can engage customers and help them better understand their purchase.
- Complete the vehicle walk-around earlier: Conducting the vehicle walk-around earlier in the process turns waiting into an engaging, hands-on experience. It builds excitement and helps customers connect more with their new vehicle before driving it home.
- Be transparent: Waiting cannot always be eliminated, but clear communication helps. Informing customers of expected wait times, what is happening during the delay, and their next steps reduces frustration and enhances satisfaction.
The key is to inform, engage, and involve customers, making wait times feel purposeful and minimizing friction in the F&I process.
