Consumers say they are turning to a variety of online and offline services to help them make their car-buying decisions because industry websites do not satisfy their needs, a new global survey by Accenture revealed.
The survey of 13,000 drivers in 11 countries found that consumers believe the car-buying process would be simpler and quicker if the content on auto industry websites was customised to be more relevant to their specific car-buying preferences and if the industry adopted such online innovations as web chat and mobile-enabled websites, which are used widely in other retail sectors.