Delivering digital solutions throughout the customer journey can create an enjoyable experience while building trust, but nearly half of consumers still want human validation. THE DIGITAL AND HUMAN CUSTOMER JOURNEY 46% Consumers who say they would enjoy a virtual/digital experience when shopping/purchasing their next vehicle.* 40% Consumers who say they likely would buy their next vehicle from a dealership that offered a virtual/digital experience vs. one that did not. ** Why do consumers enjoy virtual/digital experience? 53% Think they would have more control evaluating/selecting options+ 52% Think it would be easier evaluating/selecting options available+ 48% 63% Think they would have more transparency/trust in available Would feel less pressured by dealership Source: Automotive News Research & Data Center © Copyright 2020. Automotive News. All rights reserved. personnel+ options+ 44% Consumers who say they likely would not select financing options or purchase add-on F&I products/packages offered online without first speaking with someone at the dealership. ** WARNING: DON'T GET IT WRONG! 71% Consumers who say they are likely to walk away if the F&I package and add-on products (including cost) selected in a digital environment did not match the F&I package at vehicle delivery. ** ** Consumers a great extent andand To aA moderate Consumers responding responding To A significant impact moderate extent. impact. ** likely and Likely. **Consumers Consumersresponding respondingVery Would greatly influence my decision. + Consumers responding Strongly agree and Somewhat agree. 13