Minorities and Non-Minorities Alike Give High Marks to New Car Buying
15 January 2001
New National Surveys: Minorities and Non-Minorities Alike Give High Marks to New Car Buying Experience
Online Research Skyrockets, But Consumers Still Like Their Dealers
MCLEAN, Va., Jan. 15 Automotive Retailing Today asked The
Gallup Organization to measure how satisfied consumers are with the new
vehicle purchase/leasing experience -- and asked Wirthlin Worldwide to
determine if there are different perceptions by minority purchasers -- both
studies released today indicate that a strong majority of all consumers gives
high marks to the process.
John Peterson, chairman of Automotive Retailing Today said, "New vehicle
buyers from all walks of life are more informed than ever before. By the time
they set foot on the showroom floor, they have a very good idea of what they
want and don't want, how much they're prepared to pay, and how they expect to
be treated. As a result, when they drive away in their new vehicle, they are
satisfied customers," Peterson said.
Gallup conducted a survey of consumers, dealers and the news media about
their car buying experiences. Separately, Wirthlin Worldwide conducted a
similar survey solely focused on the car buying experiences of minorities.
"We finally have a much needed and encouraging snapshot of the diversity
in today's automotive marketplace. By a remarkable 82 percent and 83 percent
respectively, minorities and non-minorities told us they liked the experience
of buying or leasing a new vehicle. Dealers will continue to work hard to
keep their confidence." Peterson added.
When asked specifically about how they liked their dealership, 94 percent
of non-minority consumers overall were satisfied, of which 75 percent were
very or extremely satisfied according to the Gallup research. The Wirthlin
research confirmed that 88 percent of minority consumers were satisfied (66
percent very or extremely satisfied) with their dealership.
The Wirthlin survey found that one in every five (19.6%) Americans has
recently bought or purchased a new vehicle. More than eleven percent (11.2%)
of the new car purchasers are minorities. Additionally, minorities purchase a
new vehicle more frequently than non-minorities, an average of every 23.1
months versus 45.6 months respectively.
Both surveys found that Internet use in the vehicle buying experience has
increased dramatically since 1998. Gallup found that 43 percent of non-
minorities who recently purchased a vehicle conducted research online to help
guide their decision, compared to 27 percent who did so for their last vehicle
purchase. Still, 90 percent (63 percent very or extremely useful) said the
visit to the dealership was a useful source of information in the purchase
experience.
Among minorities polled by Wirthlin, 36 percent reported that the Internet
influenced their latest decision, up from 24 percent for their last purchase.
Asian Americans used the Internet the most (62%), followed by Hispanic
Americans (39%) and African Americans (27%).
According to Gallup, information most sought on the Internet by all
consumers included price (88%), options and color (86%), and comparisons among
different makes and models (68%). Only eight percent used the Internet to
agree on vehicle price, three percent to fill out the necessary paperwork, and
two percent to arrange pick-up or delivery.
"The purchase of a car or truck is a classic example of 'clicks and
bricks,' Peterson said. The Internet is playing an increasingly important
role but it doesn't replace the need for the hands-on experience at the
dealership."
In addition to the Internet, consumers of all ethnicities now use a
variety of other information sources to influence their purchase decision, and
there are only minor differences in preferences between minorities and non-
minorities. "Minorities are a bit more likely to rate word of mouth, consumer
guides, and government safety ratings higher on their list. Non-minorities
tend to give slightly more emphasis to visiting a dealership," Peterson said.
When asked to rate the various information sources on reliability, the
same pattern holds true. Minority consumers tend to rate all sources slightly
higher than non-minorities, except 'visit to a dealership,' which non-
minorities rate slightly higher.
Sheila Vaden-Williams, President of the National Association of Minority
Automobile Dealers stated, "I am delighted to see that the automotive industry
recognizes that understanding the purchasing habits, needs, and expectations
of ethnic minorities is essential to drafting a blueprint for economic success
in the new millennium."
Other key findings from both studies included:
* Women were somewhat more positive with the overall purchasing/leasing
experience (3.43 mean for women vs. 3.30 for men). Overall
satisfaction with their dealership was also higher for women (4.0 mean
vs. 3.84 mean). * (Gallup)
* Members of the news media (54%) believe that consumers had negative
experiences, in sharp contrast to what both minority and non-minority
consumers reported. (Gallup)
* There is little disagreement among minorities and non-minorities that
the purchase process at dealerships across the country is getting
better (39% and 36% respectively). (Wirthlin, Gallup)
* 5.3 percent of all new vehicle buyers/leasers are African Americans;
9.9 percent of African Americans buy/lease new vehicles. (Wirthlin)
* 3.8 percent of all new vehicle buyers/leasers are Hispanic Americans;
9.5 percent of Hispanic Americans buy/lease new vehicles. (Wirthlin)
"Taken together, these surveys by two of the most respected national
opinion research firms, give us a better understanding of our customers'
buying habits, likes and dislikes. That helps us work to build even stronger
customer relationships," Peterson said.
Data for the Gallup survey was collected June 28, 2000 to July 28, 2000 by
random telephone interviews of 1,003 people who purchased or leased a new
vehicle within the previous 18 months. R.L. Polk & Co. supplied the sample
based on vehicle identification numbers (VIN's) registered within the past
eighteen months. In addition, 100 reporters/media representatives and 403
dealership owners were asked the same questions for comparison purposes. The
individual groups have the following margin of error levels: consumer +/-3.1%;
dealer +/-4.9%; and news media +/-9.8%.
*The numerical scale for the positive mean is: 5 = extremely positive,
4 = very positive, 3 = somewhat positive, 2 = somewhat negative, 1 = very
negative. The scale for the satisfaction mean is the same.