Most buyers still want to view, test drive and purchase next car at dealerships

Most buyers still want to view, test drive and purchase next car at
dealerships

● 72% of car buyers want to view, test drive and buy at dealerships
● 8% want to view and buy their next car online
● 53% prefer to talk face to face with dealer staff rather than AI assistants

Buyers still want to see cars in the metal and purchase them at dealerships, rather than conduct part or all of the process online.

The latest Cazoo Consumer Insight Panel, which polled the views of 2,008 car buying decision makers, found nearly three-quarters (72%) want to see, test drive and buy at a dealership. This percentage has remained consistent over the last three surveys.

Buyers wanting to view cars and test drive them at dealerships, then purchase online has increased marginally from 19% in 2022 to 21%.

While those who only want to view and buy online has dropped from 11% to 8% over the same period.

Lucy Tugby, Chief Marketing Officer of Cazoo, said: “Our research shows that dealerships remain the preferred destination for most buyers to view and purchase cars. This underscores the invaluable interpersonal role played by car retailers in establishing trust and building relationships.
“While marketplaces and other digital touchpoints play pivotal roles for buyers in the search and discovery phases, most still want the certainty that goes with personal interactions in showrooms when it comes to buying.”

Buyers also expressed a preference for talking to dealer staff rather than AI phone assistants.

Over half (53%) said they would prefer to speak to a real person, although this dropped to 42%for those who had already interacted with an AI phone assistant.

Tugby added: “The use of AI assistants is becoming more widespread across many different sectors, including car retailing. While some car buyers have expressed reservations about using them, acceptance will ultimately be driven by trial, experience and improving AI tech.

“Until then, dealers need to carefully manage how they deploy AI assistants and not to under-estimate the power of positive interactions with real people.”

ENDS

About Cazoo Consumer Insight Panel

Research for this Cazoo Consumer Insight Panel was conducted by Insight Advantage, the independent
market researcher, from 17-21 March 2026. The sample consisted of 2,008 adults who are sole or joint decision makers when buying a car.
Further details available from Lucy Tugby on LucyTugby@cazoo.co.uk

About Cazoo
Cazoo is the UK automotive marketplace reshaping how dealers and buyers connect, built on trust, real value and true partnership with the trade. With more than 300,000 listings, the platform pairs a high-
quality consumer search experience with a fairer, more sustainable commercial model for dealers, designed to deliver consistent demand and support long-term growth.

Drawing on more than 20 years of marketplace expertise developed through the Motors business, Cazoo was transformed into a marketplace following the acquisition of the brand in June 2024 by Motors.co.uk
Limited.

In May 2026 Motors was rebranded as Cazoo, positioning itself as a credible alternative marketplace for buyers and dealers.

Cazoo is owned by O3 Industries and Novum Capital. For more information, visit https://dealer.cazoo.co.uk