On the Dash:
- Vehicle availability improved significantly in May, with more buyers finding the exact vehicle they wanted and fewer settling for alternatives.
- Satisfaction with trade-in negotiations posted the largest month-over-month gain, suggesting stronger used-vehicle values are benefiting consumers.
- Purchase timelines remain a pain point, with more than one-third of buyers saying the process took longer than expected.
The vehicle-buying experience improved significantly in May following a sharp decline in April, as shown in the latest CDK Ease of Purchase Scorecard. The overall ease-of-purchase score increased to 87% in May, rising from 81% in April and nearly matching March’s score of 88%.
What’s driving recovery
According to the findings, in May, buyers reported finding their preferred vehicles much more easily, with 80% of consumers stating that locating their desired vehicle was easy. A notable increase from April’s 69%. This result surpassed the 2025 average of 77% and represented the highest score recorded in 2026.
Meanwhile, only 11% of buyers opted for an alternative in-stock vehicle due to the unavailability of their preferred model, an improvement from 14% in April and closer to the 2025 average of 10%. Additionally, factory orders accounted for 19% of total purchases, offsetting the decline in vehicles bought while in transit.
While financial aspects of the buying process remained the lowest-rated parts of the transaction, May brought noteworthy improvements. Satisfaction with trade-in negotiations climbed to 59%, up from 49% in April, and exceeded the 2025 average of 54%.
Higher used-car values and increased competition for inventory likely enhanced the trade-in experience. Buyers reported that dealerships remained competitive with vehicle pricing, although trade-in offers varied widely. As dealers strived to secure used inventory, consumers appeared to reap the benefits.
However, many buyers still faced longer-than-expected purchase timelines. 35% of consumers indicated that the buying process took longer than anticipated, although this marked an improvement from April’s 40%. Still, it remained above the 2025 average of 31%.
Transparency and digital tools
Consumers consistently acknowledged transparent pricing and financing processes as positive elements of their purchasing experience. They appreciated online inventory browsing, digital negotiations, and appointment scheduling, which helped reduce friction.
Respondents praised dealers who provided clear explanations of pricing, financing, and warranty details. However, some buyers encountered challenges in finding the right dealership or securing timely test drives, while others expressed confusion about paperwork and deal explanations.
These concerns reveal that efficiency and communication remain crucial areas for dealers to improve.
Outlook
As we move into the second half of the year, used-vehicle pricing and trade-in values are likely to continue influencing customer satisfaction. While the improvement in May is promising, it does not yet confirm a sustained enhancement in the overall vehicle-buying experience. Industry observers will closely monitor future scorecard results to determine if May marks the beginning of a more stable retail environment.
