The latest buyer insights into the dealership experience
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5 min read
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News
5 min read
New carsales research¹ shows a clear shift in consumer preferences: 65 per cent of Australian buyers now intend to purchase through a dealership, up four points from 2024. Yet only 22 per cent say they have returned to the same dealership for another purchase. Converting that intent into repeat business is your opportunity.
Trust sits at the heart of every successful dealership strategy. Buyers are signalling confidence in the dealer channel, but they are equally clear about where experiences need work. Start with assurance. In a market where quality and reliability matter most, a well-explained warranty is more than a feature; it is your point of difference. Make that promise visible in listings, reinforce it in conversations and deliver it at handover.
Responsiveness is the next edge, the fastest credible reply often wins. Build a same-hour response habit across the team, standardise your cadence and keep communications in the channels buyers prefer. We know nearly half of Australians ignore calls from unknown numbers², don’t let that barrier stop you from converting. In-platform tools like AutoGate’s in-app voice calling make a difference; buyers see who is calling and why, removing that friction and privacy concerns.
Pricing is where trust is either earned or eroded. Most customers do not enjoy negotiating; they want fairness and transparency. Whether you opt for fixed pricing or a hybrid approach, set expectations early, explain the “why” behind the number and be upfront about trade-in methodology. Clarity shortens cycles and strengthens satisfaction.
Finally, treat the second sale as the measure of success. With perceived repeat-customer benefits so low, recognition matters. Personalised updates, relevant service reminders and occasional loyalty perks cost little but compound goodwill. When buyers feel known, they come back, and they refer.
Buyers are voting with their intentions, increasingly choosing dealerships over private sellers. Dealers who lead with assurance, communicate clearly, respond quickly and make pricing simple will not only capture the next sale, they will earn the next relationship.
METHODOLOGY
The Dealership Experience Survey is conducted annually to understand Australians’ habits, preferences and experiences with dealerships. The July 2025 wave ran on the carsales website (desktop and mobile) and was completed by 1,765 respondents. Results are weighted by age to reflect the Australian population.
Source:
1 carsales Dealership Experience Survey Report, July 2025, n=1,765
2 Telstra national online study conducted by YouGov, September 2024
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