F&I Wait Times Are Down, So Why Is Customer Satisfaction Still Slipping?
The 2025 F&I Friction Point Study: Why Dealerships Must Fix Finance & Insurance Now
The automotive retail landscape is evolving faster than ever. Today’s buyers are informed, digital-first, and highly sensitive to time and transparency. Yet one department continues to create avoidable friction inside dealerships: Finance & Insurance (F&I).
According to the 2025 CDK F&I Shopper Study, serious warning signs are emerging in the F&I process, with satisfaction declining and wait times increasing. For dealerships focused on profitability, compliance, and long-term retention, this data cannot be ignored.
This blog explores the key findings of the F&I friction point study, why they matter, and how dealers can respond strategically to improve customer satisfaction, F&I penetration, and regulatory compliance.
What Is the 2026 F&I Friction Point Study?
The 2026 F+I Friction Point Study analyzes customer sentiment and behavioral data around the Finance & Insurance experience in auto dealerships. It highlights critical performance gaps in:
F&I wait times
Customer satisfaction levels
Presentation clarity
Customer overwhelm
Likelihood to recommend the dealership
The study reveals a concerning trend: F&I satisfaction is declining, and customers are becoming increasingly frustrated with the process. For dealers operating in competitive markets like California, these friction points directly impact CSI scores, gross per retail unit (PRU), and online reputation.
The Key Findings Every Dealer Should Understand
1. F&I Satisfaction Is Dropping
Customer satisfaction with the F&I experience fell from 84% in 2023 to 79% in 2025. While 79% may still appear strong, the downward trend signals that buyers are feeling more pressure, more confusion, or more inconvenience during the finance process. In today’s review-driven marketplace, even small drops in satisfaction can significantly reduce referrals and repeat business.
2. Wait Times Are Hurting Loyalty
The study reports that 64% of shoppers experienced longer wait times before meeting with an F&I manager. More importantly, a 30-minute delay results in a 25% drop in likelihood to recommend the dealership. That statistic alone should command executive attention.
Customer loyalty is directly tied to efficiency. When buyers feel stalled after agreeing to purchase, excitement turns into fatigue. This transition period from “Yes, I’ll buy” to “Let’s complete paperwork” is one of the most emotionally sensitive moments in the showroom journey. If mishandled, it damages trust.
3. Customers Feel Overwhelmed
The study also shows that 22% of customers felt overwhelmed during the F&I process, up from 12% in the previous study. Even more concerning that 34% of Gen Z buyers reported feeling overwhelmed. This generational insight matters.
Younger buyers expect:
Clear digital integration
Transparent pricing
Shorter transaction times
Simpler explanations
Traditional F&I presentations built around heavy paperwork and layered product explanations are clashing with modern expectations.
Why These Friction Points Are Dangerous
F&I is not just a compliance department. It is a major profit center. But when friction increases, three risks emerge:
1. Lower Product Penetration
If customers feel rushed, delayed, or overwhelmed, they are less receptive to:
Extended warranties
GAP coverage
Service contracts
Protection products
F&I managers then shorten presentations to “move things along,” further reducing per-deal revenue.
2. Compliance Exposure
When time pressure builds:
Disclosures may be rushed
Signatures may be missed
Explanations may lack clarity
Consent documentation may become inconsistent
With increasing scrutiny under FTC rules like the CARS Rule, rushed F&I processes can create regulatory vulnerability.
3. Online Reputation Damage
Today’s customers document their frustration online. Slow, confusing F&I experiences frequently appear in Google reviews and DealerRater comments. One poor review about a “two-hour wait in finance” can outweigh multiple five-star sales comments.
The Root Causes of F&I Friction
From operational analysis, most friction points stem from:
Poor lead-to-F&I transition planning
Sales consultants not pre-setting finance expectations
Inefficient deal stacking or approval processes
Lack of digital pre-disclosure tools
Overloaded F&I managers
No standardized menu presentation process
Many dealerships still treat F&I as a separate event rather than a seamless continuation of the showroom journey. That separation is costly.
How Dealers Can Eliminate F&I Friction
1. Integrate Sales and F&I Earlier
The F&I process should not begin after the deal is “closed.” It should be introduced during the needs analysis stage.
Sales consultants can:
Set expectations around financing early
Gather required documentation sooner
Introduce protection options conversationally
Reduce surprise elements
This shortens wait time and reduces overwhelm.
2. Standardize the F&I Menu Presentation
Consistency drives clarity.
A structured, compliant menu presentation:
Ensures all products are offered equally
Reduces discrimination risk
Increases penetration
Protects against claims of unfair practices
Customers respond better to transparent, side-by-side comparisons than high-pressure tactics.
3. Reduce Wait Times Through Workflow Optimization
Dealerships should analyze:
Average time from desking to F&I handoff
Bottlenecks in credit approvals
Peak congestion periods
Staff-to-volume ratios
Even a 10–15 minute reduction in wait time can significantly improve likelihood to recommend.
4. Simplify the Explanation Process
Remember: 22% of customers feel overwhelmed.
F&I managers must:
Use plain language
Avoid acronyms
Confirm understanding
Use visual tools when possible
The goal is clarity, not complexity.
5. Embed Compliance Into the Experience
Compliance should enhance trust, not slow momentum.
When disclosures are explained clearly:
Customers feel informed
Objections decrease
Transparency increases satisfaction
Deal jackets should be audit-ready without creating customer confusion.
Turning Friction Into Profit Opportunity
The friction point study does not signal doom, it signals opportunity.
Dealers who respond proactively can:
Increase F&I penetration
Improve CSI scores
Protect against FTC risk
Strengthen customer loyalty
Enhance online reputation
Differentiate in competitive markets
F&I friction is not a product problem, it is a process problem. And process problems are solvable.
The Future of F&I: Faster, Clearer, Compliant
In summary, the 2025 CDK F&I Shopper Study makes one thing clear, friction in the Finance & Insurance process is no longer a minor inconvenience. It is a measurable threat to customer loyalty, profitability, and compliance. Declining satisfaction, longer wait times, and rising customer overwhelm signal that dealerships must rethink how F&I is structured and delivered. The stores that respond by streamlining workflows, improving transparency, and embedding compliance into a faster, clearer customer journey will not only protect themselves from regulatory risk, but also strengthen trust, increase product penetration, and drive long-term sustainable growth.
