Younger buyers are losing trust in F&I—here’s how dealers can earn it again

Inside Automotive with Jim Fitzpatrick, powered by CBT News

We break down the 2025 F&I Shopper Study with CDK’s Jason Swiech and unpack why satisfaction slipped, where trust is strained, and what practical changes restore momentum at the end of the deal. We share clear steps to pull F&I forward, reduce overwhelm, balance digital with paper, and modernize staffing without losing expertise.
• headline findings from the 2025 F&I Shopper Study
• reasons F&I satisfaction declined year over year
• process fixes that reduce wait time and friction
• transparency and personalization to rebuild trust
• strategies to prevent buyer overwhelm
• balancing digital workflows with paper preferences
• single point of contact models with F&I expertise
• how lender negotiation, compliance, and menus fit together
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1. Setting The Stage: 2025 F&I Study (00:00:00)

2. Why Satisfaction Is Slipping (00:00:50)

3. Rebuilding Trust With Transparency (00:02:31)

4. Reducing Overwhelm Through Inclusion (00:04:45)

5. Digital Tools vs Paper Preferences (00:06:44)

6. The Future F&I Role And Staffing (00:08:06)