Business
CarGurus Study Reveals How AI and Omnichannel Shopping are Shaping the Car Buying and Selling Experience
Eighth Annual Consumer Insights Report finds shoppers are blending online convenience with in-person guidance, turning to AI and mobile tools to navigate the
About this update from Cargurus, Inc.
[{"type":"text","content":"Eighth Annual Consumer Insights Report finds shoppers are blending online convenience with in-person guidance, turning to AI and mobile tools to navigate the market confidently BOSTON, Dec. 03, 2025 (GLOBE NEWSWIRE) -- CarGurus, the No. 1 most visited automotive shopping site in the U.S.1, today released its U.S. Consumer Insights Report. The eighth annual study examines shopper preferences, challenges, and trends along the car buying and selling journey. Surveying over 3,000 recent car buyers and sellers, the study uncovers shifts in consumer behavior—from their motivations and research habits, to the types of vehicles and dealerships they consider. Even with economic challenges, consumers remain highly satisfied. The study shows they are embracing digital tools to personalize their journey, boost confidence in their decisions, and streamline steps throughout the process, while still valuing in-person touchpoints before completing a purchase or sale. Highlights from the 2025 Consumer Insights Report include: Consumers lean on digital tools more than ever, but still value in-person support: Comfort with online car shopping is at an all-time high—83% of consumers prefer to do more from home, up from 72% in 2022. Even so, most (86%) still choose to see the vehicle in person before buying. The top steps preferred in person include the test drive, price negotiation, and assessing a car’s reliability, showing the important role dealers play in supporting final purchase steps.Buyers are casting a wider net: Shoppers are considering more makes, models, and dealerships to find the best fit. A majority of consumers now consider three or more brands when starting the process (53% in 2025 vs. 43% in 2024), and 66% were flexible on the make/model. Of those who replaced a vehicle, 70% switched to a different brand. Shoppers are also visiting more dealerships to find the right car at the right price. In 2025, 61% of respondents visited two or more dealerships, up from 54% in 2024.Shoppers rely on AI and mobile to support decisions: As consumers consider more options, they are leaning into digital tools to guide decision-making. Most buyers and sellers (80%) are open to using AI, and 26% are already utilizing it. Consumers are most interested in using AI to compare vehicles (44%), find listings (40%), and summarize reviews on cars (39%) and de...