What Dealers Should Know About Customer Sentiments

Special Guest - Chris Sutton

Chris Sutton, Senior Vice President of Auto Benchmarking and Customer Success at J.D. Power, talks data around customer sentiment in the dealership, digital retail and technology advancements and his view of the 2025 industry.

In this episode you'll hear:

Why some dealers are less focused on digital
The most frustrating factor of car buying for consumers
Whether customer sentiment is improving

Episode Breakdown

0:00 - Meet Chris
2:59 - What should dealers be mindful of in 2025?
4:06 - Why some dealers are less focused on digital
7:15 - The top issue seen in customer experience data
8:08 - How to boost customer satisfaction
12:08 - Video Multi-Point Inspection in the dealership
14:27 - Is customer sentiment improving?

“I think it’s certainly a win, that even in a really tough pricing environment we had over the last couple of years, the experience was still getting better.” - Chris Sutton on The Walk Around podcast

For more information about our guest, visit their LinkedIn.