-16
NPS
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Carfax
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About Carfax's Brand
Shop for a used car with the right history on carfax.com. Buy with confidence with CARFAX vehicle history reports. Show Me the CARFAX! Among its major competitors, Carfax is ranked in 3rd place for NPS while CARS.COM is 1st, and TrueCar is 2nd.Their current valuation is $39.30B
Brand at a Glance
58%
Customer Loyalty
2.6/5
Product Quality
2.6/5
Pricing
2.5/5
Customer Service
Carfax Ranking
- #1 / 4 of its competitors
Carfax NPS
Carfax's Net Promoter Score (NPS) is a -16 with 37% Promoters, 10% Passives, and 53% Detractors. Net Promoter Score tracks whether Carfax's customers would recommend using the product based on a scale of -100 to 100.
Carfax Overall NPS
| 37% | Promoters |
|---|---|
| 10% | Passives |
| 53% | Detractors |
Carfax NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Apr 2024 -15 | Apr 2024 | -15 |
May 2024 -16 | May 2024 | -16 |
Jun 2024 -12 | Jun 2024 | -12 |
Jul 2024 -12 | Jul 2024 | -12 |
Aug 2024 -14 | Aug 2024 | -14 |
Oct 2024 -15 | Oct 2024 | -15 |
Dec 2024 -17 | Dec 2024 | -17 |
Jan 2025 -17 | Jan 2025 | -17 |
Feb 2025 -17 | Feb 2025 | -17 |
Apr 2025 -17 | Apr 2025 | -17 |
Sep 2025 -17 | Sep 2025 | -17 |
Nov 2025 -15 | Nov 2025 | -15 |
How Other Brands Compare
Carfax is ranked first for NPS among its competitors. CarGurus and AutoTrader come in second and third, with CDK Global coming in at #4. Among those competitors, it is the most valued company.
Carfax |  CarGurus |  AutoTrader |  CDK Global | |
| Global Ranking | #- | #531 | #- | #- |
| NPS | -16 | -16 | -23 | -29 |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | Neutral | - | Neutral |
| Valuation Updated every 24 hours for public companies | $39.30B | $2.47B | $7.51B | $6.19B |
What is NPS
Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"
Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.
Carfax NPS by Gender
Male customers rated Carfax's NPS 33 points higher than Female customers.
Male
-22
Carfax's NPS was rated -22 by Male customers on Comparably.
39%
Promoters
0%
Passives
61%
Detractors
Female
-55
Carfax's NPS was rated -55 by Female customers on Comparably.
17%
Promoters
11%
Passives
72%
Detractors
Carfax NPS by Ethnicity
Carfax's NPS was rated the highest by Other customers, and the lowest by Caucasian customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -47 | Caucasian | -47 |
African American/Black -34 | African American/Black | -34 |
Asian or Pacific Islander -34 | Asian or Pacific Islander | -34 |
Other 50 | Other | 50 |
Carfax NPS by Age
Carfax's NPS was rated the highest by customers ages 31-35, and the lowest by customers ages 66+.
Carfax NPS by Usage
Carfax's NPS was rated the highest by customers who have used Carfax's products/services for Over 10 Years, and the lowest by customers with 5 to 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -50 | Less than 1 Year | -50 |
1 to 2 Years 0 | 1 to 2 Years | 0 |
2 to 5 Years -45 | 2 to 5 Years | -45 |
5 to 10 Years -80 | 5 to 10 Years | -80 |
Over 10 Years 12 | Over 10 Years | 12 |
Carfax NPS vs. Competitors
Compared to its competitors, Carfax's NPS is rated right above CarGurus, and is preceded by TrueCar.
| COMPANY | NPS Score | |
|---|---|---|
 | CARS.COM | 40 |
 | TrueCar | -13 |
| Carfax | -16 |
| CarGurus | -16 |
| AutoTrader | -23 |
| CDK Global | -29 |
Carfax Customer Reviews
Out of the 9 Carfax customer reviews 4 were positive and 5 were constructive. Carfax customer reviews reflect that more than half of the customers expect a better service or product from the company and believe there is room for improvement.
All Reviews
Positive Reviews
Constructive Reviews
Carfax Customer Loyalty
58%
Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.
58% of Carfax users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
Sign Up to see the full customer demographics data and the people that answered "Yes" when asked "Would you consider yourself a loyal user/customer?"
Carfax Customer Loyalty Score by Gender
Male customers rated Carfax's Customer Loyalty score 10% higher than Female customers.
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Male
60%
Yes
Female
50%
Yes
Carfax Customer Loyalty Score by Ethnicity
Carfax's Customer Loyalty score was rated the highest by Other customers, and the lowest by Asian or Pacific Islander customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Carfax.
57
out of 100
Caucasian
40
out of 100
African American/Black
40
out of 100
Asian or Pacific Islander
100
out of 100
Other
Carfax Customer Loyalty Score by Age
Carfax's Customer Loyalty score was rated the highest by customers ages 31-35, and the lowest by customers ages 66+.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
31-35 100% | 31-35 | 100% |
36-40 55% | 36-40 | 55% |
46-50 78% | 46-50 | 78% |
56-60 55% | 56-60 | 55% |
61-65 55% | 61-65 | 55% |
66+ 46% | 66+ | 46% |
Carfax Customer Loyalty Score by Usage
Carfax's Customer Loyalty score was rated the highest by customers who have used Carfax's products/services for Over 10 Years, and the lowest by customers with 1 to 2 Years of usage.
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Carfax Customer Loyalty Score by Industry
Carfax's Customer Loyalty score was rated the highest by Accounting industry customers, and the lowest by Tech industry customers.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Industry data and uncover the answer to "Would you consider yourself a loyal user/customer?" by industry.
Carfax Customer Loyalty vs. Competitors
Compared to its competitors, Carfax's Customer Loyalty score is rated right below TrueCar.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| CDK Global | 74% |
| AutoTrader | 70% |
| CARS.COM | 68% |
| CarGurus | 65% |
| TrueCar | 60% |
| Carfax | 58% |
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Carfax Product Quality
2.6/5
Carfax has an overall Product Quality score of 2.6 out of 5 stars rated by its users and customers.
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Carfax Product Information
Carfax’s product quality score is a 2.6 out of 5 as rated by its users and customers. Reviewers from the Accounting industry rated Carfax's product the highest. Reviewers from the Tech industry rated Carfax the lowest at 3.4.
- Website
- http://www.carfax.com/
- Company Size
- 501-1,000 Employees
Industry
Tech
Big Data
Consumer Services
Quick Insights into Carfax Product Quality
Carfax's Product Quality score was rated highest by customers ages 31-35, and rated lowest by customers ages 66+.
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Ranked Carfax Product Quality the Highest
Ranked Carfax Product Quality the Lowest
Carfax Product Quality Score by Gender
Male customers rated Carfax's Product Quality score 0.8 stars higher than Female customers.
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Male
2.4/5
Female
1.6/5
Carfax Product Quality Score by Ethnicity
Carfax's Product Quality score was rated the highest by Other customers, and the lowest by Caucasian customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.9 | Caucasian | 1.9 |
African American/Black 2 | African American/Black | 2 |
Asian or Pacific Islander 2 | Asian or Pacific Islander | 2 |
Other 3.9 | Other | 3.9 |
Carfax Product Quality Score by Age
Carfax's Product Quality score was rated the highest by customers ages 31-35, and the lowest by customers ages 66+.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
31-35 5 | 31-35 | 5 |
36-40 3.9 | 36-40 | 3.9 |
46-50 2.1 | 46-50 | 2.1 |
56-60 2.2 | 56-60 | 2.2 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
Carfax Product Quality Score by Usage
Carfax's Product Quality score was rated the highest by customers who have used Carfax's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Carfax Product Quality Score by Industry
Carfax's Product Quality score was rated the highest by Accounting industry customers, and the lowest by Tech industry customers.
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Carfax Product Quality vs. Competitors
Compared to its competitors, Carfax's Product Quality score is rated right below AutoTrader.
| COMPANY | Product Quality Score | |
|---|---|---|
| CARS.COM | 4.1/5 |
| TrueCar | 3.5/5 |
| CarGurus | 2.9/5 |
| CDK Global | 2.9/5 |
| AutoTrader | 2.7/5 |
| Carfax | 2.6/5 |
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Carfax Pricing
Carfax ROI & Value For Money
2.6/5
Carfax has a value for money and ROI score of 2.6 out of 5 stars rated by its users and customers.
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Carfax Pricing Plans
Not every product or service fits the needs of a certain user or industry. The users that rank the value for money and ROI highest are mainly from Accounting industry. The users from the Tech industry think that they had the lowest ROI from Carfax.
Quick Insights into Carfax ROI
Carfax's ROI score was rated highest by customers ages 31-35, and rated lowest by customers ages 66+.
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Ranked Carfax ROI the Highest
Ranked Carfax ROI the Lowest
Carfax ROI Score by Gender
Male customers rated Carfax's ROI score 0.8 stars higher than Female customers.
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Male
2.5/5
Female
1.7/5
Carfax ROI Score by Ethnicity
Carfax's ROI score was rated the highest by Other customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Carfax.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2 | Caucasian | 2 |
African American/Black 2.5 | African American/Black | 2.5 |
Asian or Pacific Islander 2 | Asian or Pacific Islander | 2 |
Other 3.7 | Other | 3.7 |
Carfax ROI Score by Age
Carfax's ROI score was rated the highest by customers ages 31-35, and the lowest by customers ages 66+.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
31-35 4.8 | 31-35 | 4.8 |
36-40 3.6 | 36-40 | 3.6 |
46-50 1.7 | 46-50 | 1.7 |
56-60 2.1 | 56-60 | 2.1 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
Carfax ROI Score by Usage
Carfax's ROI score was rated the highest by customers who have used Carfax's products/services for Over 10 Years, and the lowest by customers with 5 to 10 Years of usage.
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Carfax ROI Score by Industry
Carfax's ROI score was rated the highest by Accounting industry customers, and the lowest by Tech industry customers.
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Carfax Pricing vs. Competitors
Compared to its competitors, Carfax's ROI score is rated right below AutoTrader.
| COMPANY | Pricing Score | |
|---|---|---|
| CARS.COM | 3.8/5 |
| TrueCar | 3.4/5 |
| CarGurus | 2.8/5 |
| CDK Global | 2.8/5 |
| AutoTrader | 2.7/5 |
| Carfax | 2.6/5 |
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Carfax Customer Satisfaction (CSAT)
Carfax Customer Satisfaction (CSAT) Score
38 / 100
Carfax has an overall Customer Satisfaction score of 38 rated by its users and customers.
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Very Satisfied
22%
Satisfied
16%
Neither Satisfied nor Dissatisfied
12%
Dissatisfied
9%
Very Dissatisfied
41%
What is Customer Satisfaction (CSAT) Score
Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.
Quick Insights into Carfax Customer Satisfaction
Carfax's Customer Satisfaction score was rated highest by customers ages 31-35, and rated lowest by customers ages 66+.
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Ranked Carfax Customer Satisfaction the Highest
Ranked Carfax Customer Satisfaction the Lowest
Carfax Customer Satisfaction Score by Gender
Male customers rated Carfax's Customer Satisfaction score 19 points higher than Female customers.
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42 / 100
MaleVery Satisfied | 42% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 17% | |
Dissatisfied | 8% | |
Very Dissatisfied | 33% |
23 / 100
FemaleVery Satisfied | 12% | |
|---|---|---|
Satisfied | 11% | |
Neither Satisfied nor Dissatisfied | 6% | |
Dissatisfied | 0% | |
Very Dissatisfied | 71% |
Carfax Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Carfax's Customer Satisfaction (CSAT) score was rated 26% according to Caucasian users and customers.
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26 / 100
Very Satisfied
21%
Satisfied
5%
Neither Satisfied nor Dissatisfied
16%
Dissatisfied
0%
Very Dissatisfied
58%
CSAT according to African American/Black
Carfax's Customer Satisfaction (CSAT) score was rated 33% according to African American/Black users and customers.
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33 / 100
Very Satisfied
0%
Satisfied
33%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
67%
CSAT according to Asian or Pacific Islander
Carfax's Customer Satisfaction (CSAT) score was rated 33% according to Asian or Pacific Islander users and customers.
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33 / 100
Very Satisfied
33%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
67%
CSAT according to Other
Carfax's Customer Satisfaction (CSAT) score was rated 67% according to Other users and customers.
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67 / 100
Very Satisfied
67%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
33%
Carfax Customer Satisfaction Score by Age
Carfax's Customer Satisfaction score was rated the highest by customers ages 31-35, and the lowest by customers ages 66+.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 31-35 | 100% | |||||||||||||||
| 36-40 | 50% | |||||||||||||||
| 46-50 | 34% | |||||||||||||||
| 56-60 | 25% | |||||||||||||||
| 61-65 | 0% | |||||||||||||||
| 66+ | 0% |
Carfax Customer Satisfaction Score by Usage
Carfax's Customer Satisfaction score was rated the highest by customers who have used Carfax's products/services for Over 10 Years, and the lowest by customers with 5 to 10 Years of usage.
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Carfax Customer Satisfaction Score by Industry
Carfax's Customer Satisfaction score was rated 60 points by Tech industry customers.
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{
"title": "Carfax Customer Satisfaction Score by Industry",
"text": "Carfax's Customer Satisfaction score was rated 60 points by Tech industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 60,
"stars": 0,
"csatScore": 60,
"text": "Carfax's Customer Satisfaction score is rated by Tech customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 60
}
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}Carfax Customer Satisfaction vs. Competitors
Compared to its competitors, Carfax's Customer Satisfaction score is rated right above AutoTrader, and is preceded by TrueCar.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| CARS.COM | 63% |
| TrueCar | 45% |
| Carfax | 38% |
| AutoTrader | 35% |
| CDK Global | 32% |
| CarGurus | 14% |
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Carfax Customer Service
2.5/5
Carfax has an overall Customer Service score of 2.5 out of 5 stars rated by its users and customers.
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About Carfax's Customer Service
Address
5860 Trinity Parkway, Suite 600, Centreville, VA 20120
Website
http://www.carfax.com/
Phone Number
703-934-2664
Carfax's Social Links
Quick Insights into Carfax Customer Service
Carfax's Customer Service score was rated highest by customers ages 31-35, and rated lowest by customers ages 66+.
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Ranked Carfax Customer Service the Highest
Ranked Carfax Customer Service the Lowest
Carfax Customer Service Score by Gender
Male customers rated Carfax's Customer Service score 0.7 stars higher than Female customers.
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Male
2.4/5
Female
1.7/5
Carfax Customer Service Score by Ethnicity
Carfax's Customer Service score was rated the highest by Other customers, and the lowest by Caucasian customers.
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0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.9 | Caucasian | 1.9 |
African American/Black 2.6 | African American/Black | 2.6 |
Asian or Pacific Islander 2 | Asian or Pacific Islander | 2 |
Other 3.7 | Other | 3.7 |
Carfax Customer Service Score by Age
Carfax's Customer Service score was rated the highest by customers ages 31-35, and the lowest by customers ages 66+.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
31-35 4.9 | 31-35 | 4.9 |
36-40 3.5 | 36-40 | 3.5 |
46-50 2 | 46-50 | 2 |
56-60 2.1 | 56-60 | 2.1 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
Carfax Customer Service Score by Usage
Carfax's Customer Service score was rated the highest by customers who have used Carfax's products/services for Over 10 Years, and the lowest by customers with 5 to 10 Years of usage.
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Carfax Customer Service Score by Industry
Carfax's Customer Service score was rated the highest by Accounting industry customers, and the lowest by Tech industry customers.
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Carfax Customer Service vs. Competitors
Compared to its competitors, Carfax's Customer Service score is rated right below CDK Global.
| COMPANY | Customer Service Score | |
|---|---|---|
| CARS.COM | 3.9/5 |
| TrueCar | 3.5/5 |
| CarGurus | 3/5 |
| AutoTrader | 2.8/5 |
| CDK Global | 2.8/5 |
| Carfax | 2.5/5 |
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Carfax as an Employer
4.1/5
Carfax has a 4.1/5 stars for its overall company culture rated by their employees
top
20%
Consumer vs. Employees
Carfax scored a -16 for Net Promoter Score and a 15 for Employee Net Promoter Score. NPS gauges how likely a customer of Carfax would recommend the brand to a friend. ENPS measures how likely Carfax employees would recommend working at Carfax to a friend.
Net Promoter Score
-16
NPS Score
| 37% | Promoters |
|---|---|
| 10% | Passive |
| 53% | Detractors |
Employee Net Promoter Score
15
eNPS Score
| 46% | Promoters |
|---|---|
| 23% | Passive |
| 31% | Detractors |
