The document summarizes findings from the 2008 Automotive eShopper Experience Study. Key findings include:
1) Dealers responded to a higher percentage of online leads in 2008 compared to 2007, but still failed to respond to around 25% of leads.
2) Dealership response times improved slightly over the past four years, but the average response still takes over 5 hours and phone calls are typically not placed until the following day.
3) While dealers have improved at following up with initial contacts, 30% of customers who receive a response will not hear from the dealer again indicating more work is needed on ongoing follow up.