On the Dash:
- Ease of Purchase scores rose to 85% in January, up from 69% in December.
- In-stock vehicle availability improved from 31% to 57%, boosting satisfaction.
- Buyers completed more transactions entirely in person, with smoother negotiations and credit processes.
Customer experience at U.S. dealerships saw a significant rebound to start 2026, following record-setting year-end sales and steep discounts that boosted buyer satisfaction. According to CDK data, the overall Ease of Purchase score rose to 85% in January, up from 69% in December and 66% in November, the lowest score on record. Improvements were seen across all stages, from negotiating price to taking a test drive.
Dealerships returning to more normal operations after expiring EV incentives and a prolonged model-year transition influenced how and where consumers completed purchases. In December, 42% of buyers reported completing part of the process online before visiting a dealer. That number fell to 27% in January, with nearly three-quarters of buyers completing the transaction entirely in person. Online-only sales remained minimal at 1%.
Inventory availability improved, helping drive the recovery in satisfaction. Buyers reporting that the car they wanted was in stock increased to 57% in January, up from 31% in December and above 2025’s average of 50%. This helped 79% of buyers say it was easy to find the exact vehicle they wanted, higher than December’s 78% and well above the 2025 average of 70%.
Even the more challenging parts of the process, including price negotiation, trade-in valuations, and credit applications, were rated easier than the previous month and higher than the 2025 averages. While fewer buyers reported completing the purchase faster than expected, 20% in January versus 25% in December, fewer also said it took longer than expected, dropping to 25% from 35%. The majority found the process took about as long as anticipated.
The results signal a positive start to 2026 after a turbulent close to 2025, which disrupted several years of steady improvement in buyer satisfaction. How the rest of the year unfolds remains uncertain, but the January rebound demonstrates that dealer operations and inventory management directly impact the customer experience.
