Connected Services Shape What Drivers Expect From Their Next Vehicle

Drivers are increasingly treating built-in digital services as part of the vehicle buying decision. In Verra Mobility’s survey of 2,000 U.S. adults, 72% said they expect their next vehicle to function like a smartphone, with apps and services built in. More than half, 51%, said connected features could influence them to choose a different make or model, or pay for a higher trim.

That expectation comes with a practical distinction: the survey counted services that use a vehicle’s embedded communications, not features accessed through a phone connection such as Apple CarPlay or Android Auto. The findings therefore point to growing interest in functions integrated into the vehicle itself, rather than phone mirroring alone.

Use is rising, and buyers are paying attention

For the first time in Verra Mobility’s surveys, a majority of respondents reported actively using at least one manufacturer-provided connected service. The share reached 54%, up from 49% in the company’s 2024 survey. Familiarity with the term “connected vehicle” also increased, reaching 69% from 60% two years earlier.

The respondents all owned or leased a 2019-or-newer vehicle and were at least 18 years old in May, when the survey was conducted. That puts the results in the context of drivers whose vehicles are relatively recent, rather than the full population of car owners. Even within that group, the rise in reported use suggests these services are becoming a more familiar part of vehicle ownership.

“The story of this year’s survey is that consumers have arrived at the connected vehicle category, and they’re bringing real expectations with them,” said Cathi Chinn, Verra Mobility’s innovation vice president. She said drivers expect vehicles to behave like other connected devices and singled out embedded payments, mobility services and safety features as areas where the industry faces pressure to deliver. Her remarks are available here.

Age stands out in the adoption figures. Among drivers aged 18–24, 67% actively used at least one connected service, compared with 44% of those aged 55–64. Connected features were also more likely to affect purchase choices for younger respondents: 69% of the 18–24 group said they would influence a vehicle purchase, against 40% among those aged 55–64. The pattern suggests automakers may need to make these functions clear to buyers across age groups, rather than assume that familiarity or interest is uniform.

In-vehicle digital wallets also drew more interest from younger drivers. The concept appealed to 63% of respondents aged 18–24 and 61% of those aged 25–34, compared with 44% across all respondents. Those results indicate a potential audience for vehicle-based transactions, although the survey does not establish how often interested drivers would use a wallet or which services they would pay for.

Convenience has to solve everyday tasks

Respondents put safety at the top of their service wish list when asked which category appealed most if cost were no object. Accident and theft protection ranked first at 31%, followed by maintenance and payments. Separately, 59% said they believe connected vehicles make driving safer. That figure captures respondents’ views; it does not measure whether connected services reduce collisions or theft.

Trip support was another common request. Some 72% said they would value proactive suggestions for parking, fuel or charging locations, as well as help handling toll transactions. And 43% had already signed up for an app or service through their vehicle’s infotainment system related to parking, EV charging or tolling. These are familiar ownership chores where an integrated service could reduce the need to find a separate app or manage each transaction on its own.

Sixty-six percent said they would value not having to connect a smartphone each time they entered the vehicle. That preference helps explain the appeal of embedded services: the convenience is not just access to more features, but having them ready when the driver starts a trip. For drivers comparing models, the survey makes the quality and usefulness of those built-in functions a consideration alongside the number of features offered.

Data confidence remains a weak point

Interest in tangible benefits has not translated into greater confidence about vehicle data. Sixty-six percent said they would share driving and location information in exchange for benefits such as insurance discounts, automatic toll payments and emergency services, matching the 2024 result. Yet only 14% said they fully understood what data their vehicle collects, down from 22% in 2024. More than half, 54%, expressed at least some concern about vehicle data collection.

Those concerns have a technical basis beyond the survey’s own measures. Northeastern University researchers, in a large-scale study of connected vehicles, found that vehicles and companion apps contact numerous third-party domains, including advertisers and trackers. They also reported that vehicle-specific information is tied to individual consumers, and that companion apps expose vehicle identification numbers and another type of personally identifiable information, such as email addresses, to three companies. The study’s findings are summarized here.

Buyers’ appetite for connected features also sits alongside unease about complexity and cost. In Enterprise Mobility’s October 2025 “On the Move” survey, 54% of Americans said new cars had too much technology, while 72% worried about repair costs if something broke. Nearly seven in ten respondents, 68%, said they would give up the latest technology for a more affordable vehicle. More than half preferred a mix of touchscreens and physical buttons.

For automakers, the findings point to a two-part test: built-in services need to make routine driving tasks easier, and drivers need a clearer account of what information those services collect. Connected features may help distinguish one vehicle from another, but their value to buyers will depend on whether convenience feels worth the added complexity and whether the data trade feels understandable.

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