This year’s report focuses on UK consumer experiences and insights in autonomous vehicles, alternative powertrain technologies and examines how consumers rate their digital automotive shopping experience.

1. Navigating the customer journey
UK perspectives from Deloitte’s
Global Automotive Consumer Study

2. Safety first
This highlights that overall acceptance of autonomous technology has grown rapidly in a short time.
How do consumers feel about autonomous vehicles?
In 2017 autonomous car safety was a major
concern for UK consumers with 73% believing
safety would be an issue.
73%
Over the last 12 months, consumers’ attitudes
have changed significantly as the proportion
of those concerned about safety has dropped
to 49%.49%

3. How do consumers feel about electrified vehicles?
Powertrain preferences
Most UK consumers (73%) still favour either
a gasoline or diesel engine.
73%
Only 19% said they would choose a hybrid
engine and only 5% an all battery-powered
electric engine in their next vehicle.
19%

4. How do consumers research a vehicle purchase?
Purchase habits
A third of consumers spend less than a
month reviewing their vehicle options before
making a decision.
1/3
In fact, 70% spend less than three months,
suggesting that brands have a relatively short
time to engage with consumers and influence
their purchase decisions.70%

5. In-dealer consumer experience
Customer experience
Customer experience is not dead, 71% of
the consumers who bought their car via a
dealer, rate customer experience as either
a somewhat or very important factor in
choosing where to buy a vehicle.
71%
The importance of relationship to dealer
purchases is further highlighted by the fact
that 60% of consumers visited the dealer
where they made their purchase more
than once.
60%

6. Look further into the areas covered - download the full report of the 2018 UK Automotive Consumer Study
Also available is the 2018 Global Automotive Consumer Study which focuses on Digital Customer Engagement
Communication from dealers and manufacturers
Dealers surpass manufacturers in terms
of quality of communication with 73% of
consumers saying dealer communication
is good/very good.73%
Dealer wins

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