At many dealerships, the Finance & Insurance office is where the final profits – and sometimes the final customer impressions – are made. But according to CDK Global’s 2025 F&I Shopper Study, longer wait times, growing buyer frustration, and slipping trust levels are now threatening what has long been one of the most lucrative parts of the sales process.

The study, which surveyed more than 1,200 car buyers, found that while nearly four out of five shoppers were satisfied with the time spent with the F&I manager, that satisfaction has slipped compared to the last survey. One reason: buyers are waiting longer just to begin the F&I process. That delay can be costly. CDK warns that the likelihood of a customer recommending the dealership drops 25% if they wait 30 minutes or more for F&I.

“The F&I manager still has the most face time with buyers,” writes the study’s lead author David Thomas in the report, “but longer waits are creating friction at a critical point in the purchase journey.”

And the stakes are high: “If customers wait more than 30 minutes, the likelihood they’ll recommend your dealership falls by 25%,” writes Thomas.

Shoppers also spent more time with the F&I manager than with anyone else in the store, making this interaction pivotal to the overall customer experience.

Trust in F&I Managers Declining

While the F&I manager remains the most trusted source for post-sale product advice, that trust slipped from 65% in 2023 to 58% in 2025.

Still, trust pays off:

• 88% of customers who trusted the F&I manager said they would buy from the same dealer again.
• That compares to 72% of those who trusted the salesperson most.

Older buyers showed the highest trust levels, but Gen Z buyers were significantly more skeptical.

Plus, a growing number of customers – 22% this year vs. 12% in the last study – reported feeling overwhelmed in the F&I office.

That matters because:

• 71% of buyers who described the process as “easy” said they’d return to the same dealership.
• Only 16% of those who felt overwhelmed said the same.

Gen Z shoppers were the most likely to feel stressed, suggesting dealers need to simplify the process for younger buyers who have the most purchases ahead of them.
Product Sales Rising, Menus Matter

Dealers sold more F&I products in 2025, with the share of buyers declining all add-ons falling from 36% to 30%.

The sweet spot for sales:

• 1–2 products remain the most common purchases.
• Sales of 3–4 products doubled compared to the last study.

Extended warranties and prepaid maintenance plans saw the biggest gains, while products like theft protection and tire warranties lagged.

Menu presentations also made a difference: 94% of shoppers said they were given a comprehensive list of products, up sharply from 2023.

Despite assumptions about younger buyers preferring digital signing, 53% of all buyers said they still want physical paperwork.

In fact, 79% want a hard copy even if they receive digital documents. Only about 25–29% preferred a fully digital signing experience, with older millennials leading the charge on digital adoption.
Single-Point Sales Models Gaining Interest

More buyers want to skip the handoff between salesperson and F&I manager:

• 22% said they would prefer a salesperson-only process, up from 15% in the last study.
• 27% would prefer F&I-only interactions.
• Just over half (51%) still prefer the status quo – but that’s down sharply from 61%.

Younger buyers are driving this change, while older generations prefer the traditional handoff.

So how can dealers cope? Thomas and the study’s lead research Devika Bernale suggest several takeaways for dealers looking to boost profits while keeping CSI scores high:

1. Cut F&I wait times to prevent customer drop-offs and lower referral risk.
2. Train F&I staff to build trust, especially with younger buyers.
3. Simplify menus and focus on one to four core products for best results.
4. Offer digital options but keep physical copies for customers who want them.
5. Evaluate single-point sales models as buyer preferences shift.

“The F&I experience can make or break a customer’s likelihood to return,” Thoams says in the study. “Dealers who streamline, personalize, and modernize this process will have a competitive advantage.”