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.
100%
More than 50 friction points identified across the auto consumer journey in the US, from discovery to purchase and ownership.
Source: “US Auto Consumer Journey Analysis” by Boston Consulting Group (in partnership with and commissioned by Facebook IQ), Aug 2019.
70%
70% of people surveyed who plan to purchase in the next three months agree that buying a vehicle is stressful
Source: “Car Purchasing Process, US” by Mintel, Jul 2019.
40%
Car shoppers in the US spend nearly 40 minutes idle at a dealership during the purchase process
Source: “Car Buyer Journey 2018” by Cox Automotive.
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.
