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Watch our latest 2026 webinar hosted by Taylor Finch, Jonathon Brown and Brett O’Rear, Senior Product Consultants at Cox Automotive, as they share best practices and actionable insights to help you maximize the value of your vehicle acquisition program

You”ll discover how to Identify inventory targets via scheduled service appointments, use vehicle data and dealership tools for informed acquisition decisions, and Improve revenue by making timely, data-driven offers

This recorded session, which includes Q&A, also provides a first look at how Xtime, vAuto, and VinSolutions work together to create a more enhanced end-to-end acquisition workflow.

Key Takeaways 

• Buyers who complete more steps online are more satisfied.
• Digital‑first journeys shorten time spent at the dealership.
• The biggest gains come from closing specific online gaps, not going fully online.

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The most satisfied car buyers are not spending less time shopping. They’re spending less time stuck in the dealership process. 

According to the recent Car Buyer Journey Study, buyers who complete more steps of the purchase online report significantly higher satisfaction and spend less time in-store. This shift toward digital-first behavior is one of the most important trends shaping the modern buying experience. It’s what your buyers want. And it’s up to you to deliver it. 

We explored the full set of trends, from rising satisfaction to shifting expectations across the purchase and ownership journey, earlier. Now, we’ll go deeper and focus on one takeaway from the data: your most satisfied buyers are doing more online. 

To improve customer satisfaction and save time, you need to know which digital tools make the biggest difference. 

Digital‑First Buyers Are the Most Satisfied

The Car Buyer Journey Study shows a direct connection between digital engagement and buyer satisfaction. Buyers who described their journey as mostly digital reported 78 percent satisfaction, compared to 65 percent satisfaction who used digital tools lightly. That gap isn’t about demographics or vehicle type. It is about control, clarity, and time. 

What this means for you 

When shoppers do more of the work online before they visit in-person, the in-store experience can feel less like a negotiation and more like a confirmation of the decisions they’ve already started making. Providing as much information at the listing level like trade-in value, vehicle details, payment options, and next steps, saves time and reduces friction downstream.

Time Is the Real Currency

One of the most compelling findings from the study is how much time digital buyers save at the dealership. Buyers who completed most of their purchase steps online spent an average of 41 fewer minutes at the dealership compared to more traditional buyers. New‑vehicle buyers saved even more time, averaging 44 minutes, while used‑vehicle buyers saved 39 minutes. 

What this means for you  

Each step completed online before arrival reduces bottlenecks in the showroom, speeds up handoffs, and allows your staff to prioritize higher value interactions. That time savings compounds across every deal. Shorter visits aren’t just a customer experience-win. They help you move more buyers through the process without adding pressure to the sales or F&I teams.

The Data Shows the Future Isn’t All Online. It’s an Omnichannel.

Only 7 percent of buyers completed every step of the purchase fully online. At the same time, 53 percent completed all steps entirely in person. The largest group falls in the middle. 63 percent of buyers prefer an omnichannel blend that combines online and in‑store steps. 

What this means for you 

Buyers want the convenience of starting online and the confidence of finishing in person. The challenge is that desired digital steps and offered digital steps are often misaligned. Dealers who put all their eggs into one basket with an all-digital storefront (or the opposite) are missing out on that 63% group of middle-of-the road buying group. You need to meet buyers where they actually want to be. Most importantly, the digital tools you use need to connect both their online shopping journey to their in-store experience.  

Where the Gaps Create Friction

The Car Buyer Journey Study highlights several clear gaps between what buyers want to do online and what they’re able to do. 

• 48 percent of buyers want to complete a credit application online, but only 33 percent do
• 40 percent want to select F& I products online, but only 16 percent do
• 37 percent want to finalize price details online, but just 19 percent do

What this means for you  

These gaps matter because they interrupt momentum. When your buyers expect progress before they arrive and that progress falls short, they reset emotionally. Closing even one of these gaps can significantly improves perceived efficiency and satisfaction. 

Start with One Step, not a Full Overhaul

The strongest performing dealers aren’t trying to digitize everything at once. They’re choosing one high‑impact step and improving it deliberately. According to the study, more dealers are seeing buyers complete steps for various processes. Online trade‑in offers increased by 6 percentage points, and online F&I selection increased by 4 points year over year  

What this means for you 

Buyers adopt these tools when they’re available and easy to use. Ask yourself whether adding an online tool will reduce time spent in the dealership and build buyer confidence ahead of arrival. For example, credit applications represent the largest unmet demand, making them a logical starting point. Enabling this step earlier in the journey helps shorten approvals, reduces repeat data entry, and makes payment conversations more productive. 

Digital Momentum Starts Before the Showroom

Most buyers begin their journey on third‑party marketplaces like Autotrader, building expectations long before they contact a dealer. That early research shapes which vehicles they consider, which dealerships they trust, and how prepared they feel walking in. 

When more steps carry forward from online discovery into the in‑store experience, dealership teams spend less time rewriting the story and more time closing the deal. 

This is where marketplace‑led digital journeys help bridge marketing and operations. When buyers arrive already informed and engaged, the entire process moves faster and feels easier for everyone involved. 

What You Should Do Next

If digital adoption feels overwhelming, focus on practical progress: 

• Audit which purchase steps you currently offer online versus in-store
• Identify one high-impact gap to close this quarter
• Track time spent at the dealership as a core performance metric, not just close rate
• Create a buyer-centric approach that pairs your digital tools and processes to the desires of today’s shoppers.

The data is consistent. Buyers who do more online are more satisfied, spend less time in the dealership, and arrive ready to move forward. Digital tools don’t replace the sales experience. They make it work better. 

Want the full picture? 

Explore the full 2026 Car Buyer Journey trends and view the infographic for a visual summary of how today’s buyers shop, decide, and buy. 

Source: 2025 Cox Automotive Car Buyer Journey Study 

OEMs, lenders, and digital retailing partners can finally deliver a seamless, end-to-end contracting experience — hear how.

Transcript:

0:05
And we’re back.

0:07
Welcome to the final episode of our Small Bite series.

0:10
I’m Greg Payne, Marketing Manager with Cox Automotive, and I’m joined, as with every episode, by my colleague Andy Mayers, AVP of Dealer Track Lender Solutions.

0:19
Andy, it’s been quite a ride so far, and I’m really excited to talk about this final episode and talk about contracting services.

0:27
Well, let’s do it.

0:29
You know, at the end of the day, if a lender doesn’t get a contract, they don’t make any money.

0:34
And if customer doesn’t sign a contract, you don’t sell a car.

0:37
So the reality is, you know, the contracting is the the cherry on the top of the process or the required part to actually get the deal fund.

0:47
So let’s just start by reviewing this, you know, holistic, right?

0:52
You know, for those been around we, we know that E contracting has taken a while, but we finally gotten over that hump and E contracting is now the standard way to do this.

1:02
What we’ve also seen now as we talked about it many times, Greg, is that consumers want to do things more outside of the dealership and they want to be able to buy a car online and they want to be able to do things.

1:13
Contracting services is really what helps enable that capability.

1:17
It allows the ability to take digital contracting across all channels.

1:21
And the great thing for our lenders, it doesn’t require any changes for them.

1:25
It’s really more important because the network that we provide gives them all the connectivity for contracting.

1:30
It’s really extending our capabilities out to allow consumers to be more in the digital retailing experience that they want to be.

1:39
So if you kind of go back to where we started, right, all the way to beginning with, you know, a pre approval and a credit application and then doing steps and then uploading documents.

1:49
What have we done along the way?

1:51
We’ve actually done everything you can to structure a deal and finalize that deal.

1:55
And what contracting service does, it actually allows a partner of ours to actually do that process without physically sitting in our dealer track platform.

2:06
And that’s the beauty of that.

2:08
And you know, if you’re originating the transaction someplace else and you’re preparing the document someplace else, you can still now use contracting services because contracting services gives our partners the ability to access our network to communicate with our lenders, but still requires all the same things we require as part of digital contracting.

2:28
Verification, funding, trailing docks, vaulting, signing, all the things that are necessary to do a digital contract can now be done outside of the dealer track platform.

2:40
It offers tremendous about a value for our OEMs, our OEM partners that want to have a consumer experience.

2:48
We have new form OEMs that will have consumer experiences.

2:51
It offers a value added process for even our captive lenders who want to convert people that are existing loans or even lenders who want to convert an existing loan to a new contract.

3:02
And for the dealers, it helps to drive efficiency for them once again to be where the consumer wants to be.

3:08
I think that’s really the important thing about contracting services is it allows the consumer to be where they want to be, which I know you know, as part of our our vision and journey allow somebody to buy a car where they want to buy a car.

3:20
But the great thing about contracting services, we’re now extending the capabilities of digital contracting outside of the dealer, all still controlled by the dealer, all still same regulatory controls that we have for, you know, creating an authoritative version.

3:35
All the things, the whole processes are the same.

3:38
It’s just extending it out.

3:40
And like I said, it requires no work on behalf of our lending partners because it uses the same digital contracting integration they already have.

3:47
We’re really excited about it and we know that’s where the industry’s going.

3:50
Excellent.

3:51
You know, Andy, as much as I’m sad to be ending our Small Bite series, I am actually glad that we did end on contracting services because not only is it solution where everybody wins, it connects everything we’ve talked about previously in other episodes and it shows the successful end to the deal making and funding process.

4:10
It sure does.

4:10
Like I said, the journey is a long one and we’re making a faster, we’re making more efficient serve for the entire industry and I’m sure our marketing team will get us back together again.

4:21
Greg, I love doing the podcast with you.

4:23
I think it’s great and I, I love the, the data that you’re able to provide to help inform us on our road map and our plans.

4:32
You know, and I, I appreciate your partnership and bringing the series to life and to our lending partners out there.

4:37
You know, we are constantly out here trying to improve the process, Dr.

4:41
innovation and bring tools and efficiencies to you that are going to drive profitability, Dr.

4:46
higher level services and hopefully support all the things that you’re needed for your business strategies that we’ve talked about.

4:52
So once again, you know, reach out to us, contact us, you know, one of our experts, we love to talk to you about strategy and we want to make sure the industry succeeds.

5:01
We’ll make sure our lenders succeed and all they’re trying to do.

5:04
So until the next time, you know, I think I thank all of our lender partners for tuning in.

5:10
We appreciate your partnership, as you know, on our dealer track network.

5:14
And I wish everybody success.

5:17
So as Andy said, if you’ve got any questions about any of the topics that we’ve talked about throughout this Small Byte series, please reach out to one of our lender solutions experts.

5:25
We’ll be seeing you soon.

5:27
Have a great day.

Summary:

• Dealers often have more used‑vehicle acquisition opportunities than they realize
• Ownership creates access, but the Cox Automotive Fixed Ops and Ownership Study shows a gap between customer service intent and dealer follow‑through.
• The first service visit is a key inflection point that shifts customer preference and improves visibility into future acquisition potential.
• Acquisition opportunities are missed when signals emerge gradually, follow‑up is manual, and engagement happens too late
• High‑performing dealers treat vehicle acquisition as a CRM‑driven workflow, creating a more predictable used inventory pipeline.

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You likely have more inventory opportunities than you realize, so the real question is whether you can see them early enough to act. 

Vehicle acquisition is often treated as a response to scarcity.  Source another channel, widen the net, react faster. But some of the highest‑quality opportunities appear inside ownership and service activity you already influence. 

The challenge isn’t access to data. It’s recognizing which signals matter and acting on them consistently. 

Ownership Creates Ongoing Acquisition Opportunity

Every vehicle sale doesn’t just close a transaction. It opens a series of future touchpoints. As ownership progresses, vehicles resurface through service, maintenance, and everyday interactions that keep you connected to both the customer and the vehicle. 

That matters because acquisition advantage isn’t created in a single moment. It’s created through repeat visibility, seeing the same vehicle multiple times, in context, with growing clarity about condition, timing, and intent. 

Key insight 

While a majority of buyers intend to service at the selling dealer, only a fraction take an immediate next step, creating an early drop‑off between intent and action. 

Ownership creates access to future inventory. Advantage comes from whether that access turns into action or quietly fades.

The First Service Visit Turns Visibility into Leverage

The first service visit is often framed as a loyalty milestone. In reality, it’s something more practical: one of the first moments when ownership visibility becomes actionable. 

At that visit, you aren’t just reconnecting with customers, you’re gaining fresh insight into vehicle condition, usage, and timing. It’s the first time both the customer and the vehicle re‑enter your ecosystem at the same time.

Key insights 

• Only around 30% of buyers leave with a first service appointment scheduled
• Customers who service at the dealership are significantly more likely to return for their next purchase

This gap matters. Before the first service visit, customer preference for maintenance and repair is more evenly split between dealerships and  independent service shops. Until that visit occurs, your visibility into the vehicle, and your ability to act on it, remains limited. 

After a dealership service visit, preference begins to consolidate. And with it, the dealership gains clearer insight into whether that vehicle could eventually return as inventory. 

Service doesn’t create opportunity on its own. It creates clarity. What happens next determines whether that clarity translates into value, or fades into the background. 

If Opportunity Is Visible, Why Is It So Often Missed?

Most dealers understand that ownership and service activity surface meaningful signals. The constraint isn’t awareness. It’s execution. 

Acquisition opportunities are missed when:

• Signals unfold gradually, rather than in a single, obvious moment
• Follow‑through relies on manual steps instead of defined workflows
• Engagement happens after timing and interest have already shifted

Key insight 

Opportunity isn’t lost because it goes unseen. It’s lost when action isn’t baked into process. 

When you engage later, options narrow. When engagement is timely and repeatable, you retain more control over outcomes. 

Turning Ownership and Service Signals into Acquisition Action

Building a more predictable used inventory pipeline means treating vehicle acquisition an ongoing workflow, not a one‑time event.

The approach includes:

• Monitoring ownership and service activity for acquisition‑relevant signals like equity or comparing service lane appointments to wish list vehicles
• Engaging consistently with relevant outreach, including service appointment reminders, personalized offers, community involvement and more.
• Acting while trust, familiarity, and visibility are still intact
• Working acquisition opportunities with the same discipline as sales opportunities

VinSolutions supports this by enabling you to manage vehicle acquisition workflows directly inside the CRM. Ownership and service signals can be tracked, prioritized, and worked consistently, helping you engage more confidently. 

Why This Matters Now

Market dynamics will continue to shift, but one pattern is consistent: clearer visibility, earlier, creates better inventory opportunities. 

The earlier you begin to create and nurture acquisition opportunities, the more success you’ll find. When engagement happens only after interest has surfaced, flexibility is limited. Act while vehicles remain within your ownership ecosystem to create a more predictable acquisition pipeline, rooted in familiarity, timing, and insight. By the time customers initiate outreach on their own, they’re often already engaging multiple dealers with the same acquisition opportunity. 

For deeper perspective on how ownership behaviors influence service engagement, loyalty, and repurchase decisions, explore the full Cox Automotive Fixed Ops and Ownership Study.

The Takeaway

A strong used vehicle acquisition strategy begins before everyone knows the vehicle is available. It begins by recognizing ownership and service activity as early signals of opportunity. 

When those signals are acted on proactively, and managed through structured CRM workflows and relevant automated campaigns, you create a more consistent, predictable inventory pipeline based on vehicles they already know. 

Get to know VinSolutions through a self‑guided demo to see how vehicle acquisition workflows fit into the CRM.

Summary:

• Sellers trust familiar valuation sources throughout the journey
• Cash offers are now a standard expectation, not an extra
• Consistent, trusted experiences help keep trade opportunities in your ecosystem

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Vehicle sellers don’t start at your store; they start with research online. By the time they raise their hand or show up on your lot, many already have a number in mind for their vehicle’s value. 

That’s what the 2025 Car Buyer Journey Study reinforces: the path from research to selling or trading isn’t driven by timing as much as it’s driven by credibility and trust. Sellers lean on familiar valuation sources, clear cash offers, and consistent experiences to inform their decision-making.

Here’s how the key findings from the Car Buyer Journey Study translate into clear opportunities for your dealership and what you can do now.

Research Starts with Recognition, Not Discovery

The Car Buyer Journey Study shows that 63% of consumers who sell their vehicle to a dealership use Kelley Blue Book, and that number increases to 72% among trade‑in sellers. It also confirms that KBB.com is the single leading website consumers use for vehicle valuation. 

These findings point to a consistent pattern. Most sellers arrive with expectations already formed, anchored to a valuation source they recognize and trust.

Your Move: Validate Expectations, Then Set the Right Next Step

This is the moment when trust matters most. Start by acknowledging the valuation source your customer used and clearly explaining the value adds and deducts in your appraisal process. Alignment and transparency build momentum and keep the conversation moving forward. 

This is also where tools like Kelley Blue Book^® Instant Cash Offer (KBB ICO) can play an instrumental role. Instant Cash Offer connects a trusted Kelley Blue Book-backed valuation to a cash offer, helping sellers move from research to action with confidence. By aligning your dealership with a resource they already trust, you help customers feel more informed and more comfortable taking the next step. 

Cash Offers Are Part of the Journey, Not an Extra Step

The Car Buyer Journey Study shows sellers use Kelley Blue Book^® Instant Cash Offer most often to complete their vehicle disposal. It matters because trust drive action. When the process feels familiar and credible, they’re more likely to move forward.  

Up to 53% of consumers who sold or traded in a vehicle received a cash offer. For many sellers, an offer is no longer optional. It’s part of how they decide where to dispose of their vehicle.Cash offers provide clarity at a moment when sellers are weighing options. They help turn research into intent and intent into action.

Your Move: Make Cash Offers a Natural Extension of Trust

Treat Kelley Blue Book^® Instant Cash Offer as a primary acquisition channel. Extend offers across digital, service, and in-store touchpoints to capture seller intent wherever it starts. By partnering with a brand and tool sellers already trust, dealers can meet customers where they are, have more productive conversations, and create win‑win outcomes that move deals forward. 

Bring the Journey Together

The Car Buyer Journey Study makes one thing clear: sellers rely on familiar valuation sources, expect clarity through cash offers, and are more likely to follow through when the experience feels consistent from start to finish. When your acquisition processes align with how sellers behave, you are positioned to move faster, reduce friction, and win more trade opportunities.

See what the Car Buyer Journey Study reveals about trust and seller behavior. 

Source: Cox Automotive, 2025 Car Buyer Journey Study.