Findings from a dealer survey orchestrated by AutoPayPlus showed issues stores are still having in the F&I office.

The survey revealed that while many dealership owners recognize the potential value of their F&I product offerings, challenges around consistent presentation, product adoption, and operational execution continue to limit opportunities for growth.

AutoPayPlus conducted its online survey in July and presented it to more than 2,000 automotive dealership professionals. The automated financial concierge service provider sought to better understand executive perspectives on F&I product strategy, customer engagement, and the factors influencing successful product implementation.

The findings showed that while dealers continue to invest in expanding their F&I menus, many are facing challenges ensuring products are consistently presented and effectively integrated into the customer experience.

According to the findings, 39% of dealer principals said structured or accelerated payment programs are actively and consistently presented in their F&I office.

However, 61% reported the programs are either presented inconsistently, have been discontinued, are not offered at all, or they are unsure whether their dealership offers one, highlighting a broader challenge around F&I product consistency and execution.

The survey also found dealer principals are generally more familiar with structured payment programs than the broader dealership population.

Nearly three in 10 respondents (29%) described themselves as “very familiar” with how the programs work, while another 48% said they are “somewhat familiar.”

Among dealerships that do not currently offer a structured payment program, the most commonly cited barriers were having previously tried a program that did not perform well and a lack of lender support, followed by limited familiarity and uncertainty about where the product fits within the F&I process.

AutoPayPlus noticed its research also challenged a common assumption that today’s vehicle buyers are unwilling to consider additional F&I offerings.

Among dealer principals whose dealerships offer structured payment programs, nearly 60% reported customers respond positively or very positively, while another 29% said customers respond well when the program is clearly explained, suggesting the industry’s biggest challenge is consistent presentation rather than customer acceptance.

AutoPayPlus added that its survey further highlighted the operational factors that determine whether any F&I product succeeds.

Dealer principals ranked active management tracking of product penetration (33%) and F&I manager pay plan alignment (31%) as the two most important drivers of consistent product presentation, surpassing training, ease of explanation, and executive enthusiasm.

Yet despite recognizing the importance of compensation alignment, only 17% said pay plan fit is their primary consideration when deciding whether to introduce a new F&I product.

Furthermore, AutoPayPlus said its findings also underscore broader challenges facing today’s F&I offices.

More than half (54%) of dealer principals reported carrying eight or more active F&I products, while menu fatigue and compliance pressure tied as the top challenges facing today’s F&I departments (23% each), followed by tightening consumer budgets (21%).

Also, nearly 60% of dealer principals said customer trust in the F&I office has remained stable over the past three years, while only 14% believe customers have become noticeably more skeptical.

Survey findings also suggested dealer principals are placing greater emphasis on measurement than the industry overall.

More than half (52%) said they regularly track penetration rates by individual F&I product, while only 4% reported having no formal product performance tracking process.

“One of the biggest surprises from this research is that dealer principals already understand the operational fundamentals of structured payment programs,” AutoPayPlus founder and CEO Robert Steenbergh said. “They recognize the importance of manager accountability, product tracking, and customer value.

“The remaining opportunity isn’t convincing dealers these programs matter but about helping more stores consistently integrate structured payment programs into their everyday F&I process so customers have the opportunity to benefit from them,” Steenbergh continued.

The survey also asked dealer principals what would increase their confidence in adding structured payment programs to their F&I menus.

The top responses were clear enrollment and retention data from other dealerships (31%) and lender or OEM endorsement (31%), followed by compensation structures that fairly reward F&I managers (17%).

As dealerships continue adapting to tighter consumer budgets, increased customer skepticism, and increasingly crowded F&I menus, the findings suggest that operational execution, not customer demand, may be the industry’s greatest opportunity for improving both customer outcomes and long-term F&I performance,” AutoPayPlus said.

For more information about the survey findings and to learn more about AutoPayPlus’s reinsured bi-weekly payment program, RePayPlus, visit www.autopayplus.com.