ZERO
FRICTION
FUTURE
AUTO
BUSINESSES ARE ALWAYS PROMISING THINGS ‘NOW’.
But none of these actually mean now — they’re merely the beginning of a tedious consumer journey.
FRICTION AFFECTS AUTOMOTIVE BUSINESSES IN MORE WAYS THAN YOU THINK.
65%
More than 65 friction points identified across the auto consumer journey in Europe, from discovery to purchase and ownership.
Source: “Europe Auto Consumer Journey Analysis” by Boston Consulting Group (in partnership with and commissioned by Facebook IQ, markets include Germany, France and the UK), Aug 2019.
100%
#1 aspect of dealership experience European consumers disliked the most is excessive paperwork.
Source: Deloitte Global Automotive Consumer Study” by Deloitte, Feb 2018.
73%
73% of consumers under 30 in Europe want to pay a fixed price for their next car instead of negotiating with a dealer.
Source: “The Future of Automotive Retail - Customer Insights” by Accenture (markets include the UK, France and Germany), April 2019.
70%
70% of consumers say technology has made it easier than ever to take their business elsewhere.
Source: “Consumer Experience in the Retail Renaissance” by Salesforce and Deloitte Digital, Apr 2018.
