Members of Generation Z ranked waiting on the finance and insurance office among their top complaints with auto dealerships, and this delay can significantly color their perspective on the business, a CDK Global study released this summer found.
All four generations of the 2021 vehicle buyers and lessees polled by CDK ranked either waiting for a salesperson (Generations X and Z) or waiting by themselves (baby boomers and millennials) as among their top three frustrations with dealerships. But Gen Z put waiting for F&I on that list as well at No. 3, with 38 percent of the young shoppers citing it as an issue.
The study surveyed more than 1,100 people combined across the four generations.