Overview
New research highlighted by CBT News indicates that excessive waits to meet a finance-and-insurance (F&I) manager are eroding customer satisfaction and dampening referrals. While most shoppers are satisfied with the time spent inside the F&I office, unmanaged idle time beforehand significantly harms the overall experience.
Key findings from CDK Global’s 2025 F&I Shopper Study
- Surveyed more than 1,200 car buyers.
- 64% waited to speak with an F&I manager; among those, 76% waited more than 10 minutes.
- Customers who wait 30+ minutes are 25% less likely to recommend the dealership.
- 79% were satisfied with the time spent with the F&I manager itself.
- One-third would prefer scheduling an F&I appointment for the next day rather than waiting on-site.
Why it matters
The F&I office is highly profitable but often the source of the most friction. This tension can depress CSI and Net Promoter Scores when waits are unmanaged. The interaction in the office remains valuable; the pain point is the queue outside.
Five ways to reduce waits and improve the experience
- Create productive wait time: Provide paperwork and forms for customers to complete before entering F&I to shrink idle time and shorten the sit-down.
- Leverage AI-powered solutions: Use AI to streamline document processing, assist customer profiling, and surface relevant protection products, supporting (not replacing) the F&I manager.
- Provide educational content: Share OEM materials on warranties, service contracts, financing options, maintenance plans, safety systems, and in-car tech to prepare customers and speed decisions.
- Complete the vehicle walk-around earlier: Move the demo ahead of F&I to keep customers engaged and reduce perceived wait time.
- Be transparent about delays: Set expectations with clear ETAs, explain what’s happening behind the scenes, and outline next steps to preserve trust.
Practical takeaways
- Treat idle time as actionable time—inform, engage, and involve customers so waiting feels purposeful.
- Smooth peaks with flexible scheduling, including next-day F&I appointments for those who prefer them.
- Shift preparatory steps earlier and use technology to accelerate routine tasks and paperwork.
- Maintain clear, proactive communication to prevent minor delays from turning into negative experiences.
Bottom line
Since the F&I conversation itself earns high satisfaction, reworking how time is managed before it—through proactive tasks, education, transparent updates, and selective use of AI—can meaningfully protect CSI and referral business.
