Botdoc says consumers want to have enjoyable car-buying experiences, but they also want it to be safe when it comes to their personal information.

That’s one of the primary findings from a recent online survey orchestrated by the secure digital transport solutions provider. Botdoc highlighted key areas for improvement in the automotive customer experience.

The survey findings showed a “significant” gap between customer expectations and the reality of the car-buying process, particularly concerning data security, the length of the process, and the seamless transition between online and in-person experiences.

The online survey, presented to more than 2,500 car shoppers across the country, found that the car-buying process is a major source of frustration and a significant time sink. The survey revealed that 63.8% of respondents were “very frustrated” or “extremely frustrated” with the amount of time spent waiting at the dealership for paperwork and approvals.

These feelings of frustration are compounded by a general dissatisfaction with the overall purchase timeline, which many feel is unnecessarily long.

Furthermore, Botdoc said 34% want to complete more steps online beforehand, and 24% suggested a faster, more efficient paperwork process.

Furthermore, the survey brought to light a significant lack of confidence in data security within the automotive retail industry. Only 7% felt very comfortable sharing personal information; 29% somewhat uncomfortable, and 20% very uncomfortable.

When asked to compare their experience to other industries like banking or healthcare, only 2.4% of respondents felt their data was “much more secure” and just 4.8% felt it was “somewhat more secure” during a car purchase.

Botdoc said this situation leaves a vast majority of customers feeling their data is at the same or greater risk than in other sectors, highlighting a critical need for advanced solutions that protect customer information and build trust.

“The survey results confirm what many have long suspected—that the car buying experience is ripe for modernization,” said Paul Croshaw, executive vice president of automotive sales of Botdoc.

“The disconnect between a seamless online shopping experience and a slow, paper-heavy in-person process creates a major friction point. Dealers who embrace digital solutions to shorten wait times and secure customer data will be the ones who thrive in the future,” Croshaw added.

Botdoc.io’s platform is designed to address these specific challenges by providing a secure, digital-first process that improves transparency, reduces wait times, and provides a seamless transition from the first click to the final signature.

“The company is committed to helping automotive dealerships meet these customer demands by offering a platform that provides secure, compliant, and efficient digital communication and document transfer,” Botdoc said.

For more information, visit www.botdoc.io.