What Consumers are Saying About Their F&I Experience:
The Good, The Bad and The Ugly


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CDK Global has completed a new study of recent car buyers and their experience with the F&I process. The insights from this study reveal the number one thing customers said dealers should do to improve the F&I experience and how a “no” in the Finance office has huge potential to become a “yes” in the Service department. They’ve also found that consumers are spending 3-4 hours in a dealership and that’s after they’ve already spent an average of 18 hours researching online.


In this webinar, you’ll learn:

  • Why personalizing the F&I experience is important to the future of your F&I revenue
  • The surprising differences on expectations between age groups and other consumer segments
  • How a tailored experience can drive improved customer satisfaction and increase repeat business
  • The potential costs of not keeping your customers engaged


Jeff Stafford

Chief Marketing Officer, Superior Integrated Solutions

Jeff Stafford is the Chief Marketing Officer at Superior Integrated Solutions. Jeff joined Superior in 2015 to help create and launch Darwin Automotive, the companies F&I selling system. Prior to joining Superior, Jeff spent 5 years at CDK Global where he served various roles, received two Board of Directors awards, and at the same time was appointed to CDK’s sales advisory board. After receiving his degree in Marketing / International Business from the University of Central Florida, he immediately jumped into the automotive industry where he helped take one of the first electronic F&I Menu companies - MenuVantage from Startup to Industry Leader. Jeff is also a graduate from the Automotive Training Academy.

Jeff’s 15 minutes of fame came when we landed on ABC’s SharkTank television series where he ended up getting a deal with Billionaire Mark Cuban for his fishing invention the ShellBobber. A father of three girls (and a boy on the way) when he can find the time, Jeff enjoys golfing and fishing.

Susan Bensinger

Director of Product Marketing - Front Office Solutions, CDK Global

Susan Bensinger is Director of Product Marketing, Front Office solutions and has broad ranging experience in the dealership technology business. Most of Susan’s career has been spent in dealerships working side by side with dealerships personnel on training and implementing technology solutions to solve complex issues facing each department. Prior to joining CDK, Susan worked for an OEM and consulting firms. Susan has a Bachelor of Science degree from Eastern Michigan University and an MBA from Pepperdine University.

Moderator: Phil Nussel

Online Editor
Automotive News

Presented By

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The Good, The Bad and The Ugly

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