Only a third of used car buyers trust dealers and over half expect friction as part of their buying experience.
The latest Cazoo Consumer Insight Panel research, polling the views of 2,025 buyers, analysed the level of trust they have when purchasing used cars.
It found 35.5% trust dealers, 16.5% do not and the remaining 48% are sitting on the fence.
When asked to identify their main concerns, over two-thirds (68%) of all respondents cited the possibility of hidden faults or undisclosed damage, followed by unclear vehicle histories (45%), being overcharged (41%) and pushy sales tactics (36%).
Other concerns included poor aftersales support (25.5%) and hidden fees or finance terms (25%).
Over half of used car buyers (54%) said they expected friction or difficult negotiations, a sentiment highest among younger buyers aged 18-24.
The research also asked buyers what steps dealers could take to reduce friction and build trust.
Most (61%) said making full vehicle history reports more available, followed by independent vehicle inspections or warranties (42%), clear no-haggle pricing (42%) and verified customer reviews (40%).
Buyers also said they value dealer accreditation from a trade body (32%) and photographs or videos of dealerships (18%).
Lucy Tugby, Chief Marketing Officer of Cazoo, said: “Our latest Consumer Insight Panel identifies the role dealers can play in recognising how trust can address the pain points experienced by many used car buyers.
“Time and again we see how the best performing used car dealers are the ones with processes in place to ensure vehicles are described accurately and sold with independent inspections and warranties. “Through our ‘Honestly, Finally’ commitment, we support these practices by working closely with our dealer partners to make the car selling process more transparent.”