The 2025 Capital One Car Buying Outlook reveals nearly 70% of car buyers now view dealers as trustworthy—up from 44% just two years ago. This growth in trust is supported by an in-person and digital shopping approach where car buyers research online for convenience while seeking in-person experiences for control and excitement.
Car buyers familiar with digital tools are more likely to trust dealers (71%), and when trust is established, they’re twice as likely to return for their next purchase. Dealers also increasingly recognize digital tools as a competitive advantage (86%), an increase of more than 25 percentage points from 2021. However, the findings suggest that while digital tools are reshaping the entire buying experience, the in-person element remains a powerful driver of trust and satisfaction.
“Our fifth Car Buying Outlook is a milestone that shows just how far the car buying experience has evolved. When trusted, personal relationships meet an increasingly digital world, buyers feel more confident and in control,” said Sanjiv Yajnik, president of Capital One Auto. “Finding the right balance between online research and in-person connection creates a better experience than either one alone. When trust is present, everyone benefits–buyers, dealers and the industry as a whole.”
More than two-thirds (69%) of buyers view dealers as trustworthy, up from 44% in 2023. Those familiar with digital tools are even more likely to trust dealers (71%). Buyers who trust dealers are almost twice as likely to return for their next purchase (46% vs. 24%).
Car buyers feel a level of perceived trust in car manufacturers that can also benefit car dealers. Almost half (45%) of recent car buyers said manufacturers contributed to their trust in dealerships, compared to 20% who said so in 2024. In-person shoppers were more likely (40%) than online shoppers (18%) to find the car buying experience transparent, and in-person shoppers also experienced more excitement (67% vs. 56%) and delight (52% vs. 44%) than online shoppers.
