-1
NPS
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CarMax
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About CarMax's Brand
CarMax has been a unique force in the used car industry since 1993. Through innovation and integrity, we’ve revolutionized the way people buy and sell used cars. And by changing the way we assist our customers, we’ve also changed the journey of our associates - providing careers in an exciting, collaborative work environment.
Brand at a Glance
66%
Customer Loyalty
2.9/5
Product Quality
2.9/5
Pricing
3/5
Customer Service
CarMax CMO
James R. Lyski
Mr. James R. Lyski, also known as Jim, has been Chief Marketing Officer of CarMax Inc. since August 8, 2014 and has been is Executive Vice President since May 8, 2017. Mr. Lyski has held marketing leadership positions at Cigna Healthcare Inc. and FedEx Corporation. Mr. Lyski served as Senior Vice President of CarMax Inc., since May 5, 2017 until May 8, 2017. He served as Chief Marketing Officer and Executive Vice President of The Scotts Miracle-Gro Company from April 2011 to January 17, 2014. He served as Chief Marketing Officer of The Nationwide Mutual Insurance Company. He served as Chief Marketing Officer and Executive Vice President of Nationwide Insurance Enterprise, Inc. since October 2006. Mr. Lyski served as Chief Marketing Officer, Executive Vice President and member of Office of the Chief Executive Officer of Nationwide Financial Services, Inc. since September 13, 2006. Mr. Lyski was responsible for corporate marketing, brand management, advertising and communications for all Nationwide companies. He served as Senior Vice President of strategy & product marketing of Cigna HealthCare, Inc. Prior to Cigna, he served as Chief Operating Officer of Atabok, Inc. since May 2000. Mr. Lyski headed all functional operations and supported the Chief Executive Officer in establishing Atabok as the global brand of choice for secure communications. Mr. Lyski has more than 20 years experience in brand management, marketing strategy and enterprise analytics for national consumer and B2B brands. He is an accomplished and experienced leader in the marketing industry. With a focus on product development and innovation, he has successfully led several companies through digital transformation initiatives. He served several key marketing positions at Federal Express over a period of 11 years, of which was Vice President of US Marketing. Mr. Lyski was responsible for all advertising, global brand management, promotions, sports and customer relationship marketing of FedEx. He led many strategic and special projects including the expansion of the FedEx brand and involvement in the movie Cast Away. He is president of the Board of Trustees for the Wexner Center Foundation. He has been a Director of Ansira, Inc. since August 1, 2017. Mr. Lyski holds an MBA in Marketing and BS in Journalism and Advertising from the University of Oregon.
CarMax NPS
CarMax's Net Promoter Score (NPS) is a -1 with 44% Promoters, 11% Passives, and 45% Detractors. Net Promoter Score tracks whether CarMax's customers would recommend using the product based on a scale of -100 to 100.
CarMax Overall NPS
| 44% | Promoters |
|---|---|
| 11% | Passives |
| 45% | Detractors |
CarMax NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jul 2021 -13 | Jul 2021 | -13 |
Aug 2021 -10 | Aug 2021 | -10 |
Sep 2021 -8 | Sep 2021 | -8 |
Oct 2021 -10 | Oct 2021 | -10 |
Nov 2021 -5 | Nov 2021 | -5 |
Dec 2021 -5 | Dec 2021 | -5 |
Jan 2022 1 | Jan 2022 | 1 |
Feb 2022 1 | Feb 2022 | 1 |
Mar 2022 0 | Mar 2022 | 0 |
Apr 2022 1 | Apr 2022 | 1 |
May 2022 2 | May 2022 | 2 |
Jun 2022 -1 | Jun 2022 | -1 |
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.
CarMax NPS by Gender
Male customers rated CarMax's NPS 3 points higher than Female customers.
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Male
-16
CarMax's NPS was rated -16 by Male customers on Comparably.
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34%
Promoters
16%
Passives
50%
Detractors
Female
-19
CarMax's NPS was rated -19 by Female customers on Comparably.
Sign Up to learn about CarMax's NPS Score rated by Female customers on Comparably.
38%
Promoters
5%
Passives
57%
Detractors
CarMax NPS by Ethnicity
CarMax's NPS was rated the highest by Hispanic or Latino customers, and the lowest by Asian or Pacific Islander customers.
Sign Up for Brand Profile PRO to get the full NPS by Ethnicity data of CarMax.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -21 | Caucasian | -21 |
Hispanic or Latino 17 | Hispanic or Latino | 17 |
African American/Black 0 | African American/Black | 0 |
Asian or Pacific Islander -40 | Asian or Pacific Islander | -40 |
Other -32 | Other | -32 |
CarMax NPS by Age
CarMax's NPS was rated the highest by customers ages 18-25, and the lowest by customers ages 31-35.
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CarMax NPS by Usage
CarMax's NPS was rated the highest by customers who have used CarMax's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
Sign Up for Brand Profile PRO to get the full NPS by Usage data of CarMax.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -36 | Less than 1 Year | -36 |
1 to 2 Years -25 | 1 to 2 Years | -25 |
2 to 5 Years 6 | 2 to 5 Years | 6 |
5 to 10 Years 10 | 5 to 10 Years | 10 |
Over 10 Years -33 | Over 10 Years | -33 |
CarMax Customer Reviews
Out of the 24 CarMax customer reviews 10 were positive and 14 were constructive. CarMax 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
CarMax Customer Loyalty
66%
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.
66% of CarMax users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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CarMax Customer Loyalty Score by Gender
Male customers rated CarMax's Customer Loyalty score 7% higher than Female customers.
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Male
67%
Yes
Female
60%
Yes
CarMax Customer Loyalty Score by Ethnicity
CarMax's Customer Loyalty score was rated the highest by Hispanic or Latino 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 CarMax.
66
out of 100
Caucasian
70
out of 100
Hispanic or Latino
64
out of 100
African American/Black
46
out of 100
Asian or Pacific Islander
58
out of 100
Other
CarMax Customer Loyalty Score by Age
CarMax's Customer Loyalty score was rated the highest by customers ages 41-45, and the lowest by customers ages 61-65.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 63% | 18-25 | 63% |
26-30 78% | 26-30 | 78% |
31-35 67% | 31-35 | 67% |
36-40 55% | 36-40 | 55% |
41-45 85% | 41-45 | 85% |
46-50 66% | 46-50 | 66% |
51-55 61% | 51-55 | 61% |
56-60 64% | 56-60 | 64% |
61-65 33% | 61-65 | 33% |
66+ 55% | 66+ | 55% |
CarMax Customer Loyalty Score by Usage
CarMax's Customer Loyalty score was rated the highest by customers who have used CarMax's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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CarMax Customer Loyalty Score by Industry
CarMax's Customer Loyalty score was rated the highest by Architecture and Planning industry customers, and the lowest by Government and Public Policy industry customers.
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CarMax Product Quality
2.9/5
CarMax has an overall Product Quality score of 2.9 out of 5 stars rated by its users and customers.
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CarMax Product Information
CarMax’s product quality score is a 2.9 out of 5 as rated by its users and customers. Reviewers from the Business and Consumer Services industry rated CarMax's product the highest. Reviewers from the Automotive and Transportation industry rated CarMax the lowest at 1.5.
- Website
- https://www.carmax.com
- Company Size
- 10,000+ Employees
Industry
Retail
Quick Insights into CarMax Product Quality
CarMax's Product Quality score was rated highest by customers from the Business and Consumer Services industry, and rated lowest by customers from the Healthcare, Hospitals and Medicine industry.
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Ranked CarMax Product Quality the Highest
Ranked CarMax Product Quality the Lowest
CarMax Product Quality Score by Gender
Male customers rated CarMax's Product Quality score 0.2 stars higher than Female customers.
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Male
2.6/5
Female
2.4/5
CarMax Product Quality Score by Ethnicity
CarMax's Product Quality score was rated the highest by Hispanic or Latino customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of CarMax.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.6 | Caucasian | 2.6 |
Hispanic or Latino 3.5 | Hispanic or Latino | 3.5 |
African American/Black 2.7 | African American/Black | 2.7 |
Asian or Pacific Islander 1.8 | Asian or Pacific Islander | 1.8 |
Other 1.7 | Other | 1.7 |
CarMax Product Quality Score by Age
CarMax's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 31-35.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of CarMax.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.5 | 18-25 | 3.5 |
26-30 2.7 | 26-30 | 2.7 |
31-35 1.7 | 31-35 | 1.7 |
36-40 2.1 | 36-40 | 2.1 |
41-45 2.9 | 41-45 | 2.9 |
46-50 2.1 | 46-50 | 2.1 |
51-55 1.9 | 51-55 | 1.9 |
56-60 2.1 | 56-60 | 2.1 |
61-65 2.5 | 61-65 | 2.5 |
66+ 3.3 | 66+ | 3.3 |
CarMax Product Quality Score by Usage
CarMax's Product Quality score was rated the highest by customers who have used CarMax's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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CarMax Product Quality Score by Industry
CarMax's Product Quality score was rated the highest by Business and Consumer Services industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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CarMax Pricing
CarMax ROI & Value For Money
2.9/5
CarMax has a value for money and ROI score of 2.9 out of 5 stars rated by its users and customers.
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CarMax 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 Automotive and Transportation industry think that they had the lowest ROI from CarMax.
Quick Insights into CarMax ROI
CarMax's ROI score was rated highest by customers from the Accounting industry, and rated lowest by customers from the Healthcare, Hospitals and Medicine industry.
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Ranked CarMax ROI the Highest
Ranked CarMax ROI the Lowest
CarMax ROI Score by Gender
Male customers rated CarMax's ROI score 0.4 stars higher than Female customers.
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Male
2.8/5
Female
2.4/5
CarMax ROI Score by Ethnicity
CarMax's ROI score was rated the highest by Hispanic or Latino customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of CarMax.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.7 | Caucasian | 2.7 |
Hispanic or Latino 3.3 | Hispanic or Latino | 3.3 |
African American/Black 2.7 | African American/Black | 2.7 |
Asian or Pacific Islander 2.3 | Asian or Pacific Islander | 2.3 |
Other 1.7 | Other | 1.7 |
CarMax ROI Score by Age
CarMax's ROI score was rated the highest by customers ages 18-25, and the lowest by customers ages 56-60.
Sign Up for Brand Profile PRO to get the full ROI by Age data of CarMax.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.5 | 18-25 | 3.5 |
26-30 2.8 | 26-30 | 2.8 |
31-35 2.1 | 31-35 | 2.1 |
36-40 2.7 | 36-40 | 2.7 |
41-45 2.9 | 41-45 | 2.9 |
46-50 2 | 46-50 | 2 |
51-55 2.1 | 51-55 | 2.1 |
56-60 1.5 | 56-60 | 1.5 |
61-65 2.1 | 61-65 | 2.1 |
66+ 3.4 | 66+ | 3.4 |
CarMax ROI Score by Usage
CarMax's ROI score was rated the highest by customers who have used CarMax's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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CarMax ROI Score by Industry
CarMax's ROI score was rated the highest by Accounting industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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CarMax Customer Satisfaction (CSAT)
CarMax Customer Satisfaction (CSAT) Score
49 / 100
CarMax has an overall Customer Satisfaction score of 49 rated by its users and customers.
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Very Satisfied
38%
Satisfied
11%
Neither Satisfied nor Dissatisfied
11%
Dissatisfied
7%
Very Dissatisfied
33%
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 CarMax Customer Satisfaction
CarMax's Customer Satisfaction score was rated highest by Hispanic or Latino customers, and rated lowest by customers from the Government and Public Policy industry.
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Ranked CarMax Customer Satisfaction the Highest
Ranked CarMax Customer Satisfaction the Lowest
CarMax Customer Satisfaction Score by Gender
Male customers rated CarMax's Customer Satisfaction score 8 points higher than Female customers.
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45 / 100
MaleVery Satisfied | 32% | |
|---|---|---|
Satisfied | 13% | |
Neither Satisfied nor Dissatisfied | 6% | |
Dissatisfied | 3% | |
Very Dissatisfied | 46% |
37 / 100
FemaleVery Satisfied | 37% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 7% | |
Dissatisfied | 9% | |
Very Dissatisfied | 47% |
CarMax Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
CarMax's Customer Satisfaction (CSAT) score was rated 42% according to Caucasian users and customers.
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42 / 100
Very Satisfied
32%
Satisfied
10%
Neither Satisfied nor Dissatisfied
3%
Dissatisfied
10%
Very Dissatisfied
45%
CSAT according to Hispanic or Latino
CarMax's Customer Satisfaction (CSAT) score was rated 100% according to Hispanic or Latino users and customers.
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100 / 100
Very Satisfied
100%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to African American/Black
CarMax's Customer Satisfaction (CSAT) score was rated 56% according to African American/Black users and customers.
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56 / 100
Very Satisfied
56%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
44%
CSAT according to Asian or Pacific Islander
CarMax's Customer Satisfaction (CSAT) score was rated 20% according to Asian or Pacific Islander users and customers.
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20 / 100
Very Satisfied
20%
Satisfied
0%
Neither Satisfied nor Dissatisfied
20%
Dissatisfied
0%
Very Dissatisfied
60%
CSAT according to Other
CarMax's Customer Satisfaction (CSAT) score was rated 23% according to Other users and customers.
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23 / 100
Very Satisfied
15%
Satisfied
8%
Neither Satisfied nor Dissatisfied
15%
Dissatisfied
8%
Very Dissatisfied
54%
CarMax Customer Satisfaction Score by Age
CarMax's Customer Satisfaction score was rated the highest by customers ages 18-25, and the lowest by customers ages 31-35.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of CarMax.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 66% | |||||||||||||||
| 26-30 | 50% | |||||||||||||||
| 31-35 | 13% | |||||||||||||||
| 36-40 | 33% | |||||||||||||||
| 41-45 | 40% | |||||||||||||||
| 46-50 | 50% | |||||||||||||||
| 51-55 | 33% | |||||||||||||||
| 56-60 | 33% | |||||||||||||||
| 61-65 | 25% | |||||||||||||||
| 66+ | 55% |
CarMax Customer Satisfaction Score by Usage
CarMax's Customer Satisfaction score was rated the highest by customers who have used CarMax's products/services for 5 to 10 Years, and the lowest by customers with 1 to 2 Years of usage.
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CarMax Customer Satisfaction Score by Industry
CarMax's Customer Satisfaction score was rated the highest by Business and Consumer Services industry customers, and the lowest by Government and Public Policy industry customers.
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{
"title": "CarMax Customer Satisfaction Score by Industry",
"text": "CarMax's Customer Satisfaction score was rated the highest by Business and Consumer Services industry customers, and the lowest by Government and Public Policy industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 46,
"stars": 0,
"csatScore": 46,
"text": "CarMax's Customer Satisfaction score is rated by Tech customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 46
},
{
"label": "Accounting",
"groupId": 495,
"score": 67,
"stars": 0,
"csatScore": 67,
"text": "CarMax's Customer Satisfaction score is rated by Accounting customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 67
},
{
"label": "Automotive and Transportation",
"groupId": 500,
"score": 25,
"stars": 0,
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"scoreClassName": "",
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"groupId": 504,
"score": 75,
"stars": 0,
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"scoreClassName": "max",
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{
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"groupId": 515,
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"groupId": 521,
"score": 0,
"stars": 0,
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"scoreClassName": "",
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{
"label": "Healthcare, Hospitals and Medicine",
"groupId": 522,
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]
}CarMax Customer Service
3/5
CarMax has an overall Customer Service score of 3 out of 5 stars rated by its users and customers.
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About CarMax's Customer Service
Address
12800 Tuckahoe Creek Pkwy, Richmond, VA 23238
Website
https://www.carmax.com
Phone Number
(800) 519-1511
CarMax's Social Links
Quick Insights into CarMax Customer Service
CarMax's Customer Service score was rated highest by customers from the Banking and Financial Services industry, and rated lowest by customers from the Government and Public Policy industry.
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Ranked CarMax Customer Service the Highest
Ranked CarMax Customer Service the Lowest
CarMax Customer Service Score by Gender
Male customers rated CarMax's Customer Service score 0.4 stars higher than Female customers.
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Male
2.8/5
Female
2.4/5
CarMax Customer Service Score by Ethnicity
CarMax's Customer Service score was rated the highest by Hispanic or Latino customers, and the lowest by Asian or Pacific Islander customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of CarMax.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 2.3 | Caucasian | 2.3 |
Hispanic or Latino 3.4 | Hispanic or Latino | 3.4 |
African American/Black 2.7 | African American/Black | 2.7 |
Asian or Pacific Islander 1.9 | Asian or Pacific Islander | 1.9 |
Other 2.2 | Other | 2.2 |
CarMax Customer Service Score by Age
CarMax's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 46-50.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of CarMax.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 3.5 | 18-25 | 3.5 |
26-30 2.6 | 26-30 | 2.6 |
31-35 2.1 | 31-35 | 2.1 |
36-40 2.7 | 36-40 | 2.7 |
41-45 2.7 | 41-45 | 2.7 |
46-50 1.9 | 46-50 | 1.9 |
51-55 2.3 | 51-55 | 2.3 |
56-60 2.2 | 56-60 | 2.2 |
61-65 2.2 | 61-65 | 2.2 |
66+ 3 | 66+ | 3 |
CarMax Customer Service Score by Usage
CarMax's Customer Service score was rated the highest by customers who have used CarMax's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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CarMax Customer Service Score by Industry
CarMax's Customer Service score was rated the highest by Banking and Financial Services industry customers, and the lowest by Government and Public Policy industry customers.
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CarMax as an Employer
4.3/5
CarMax has a 4.3/5 stars for its overall company culture rated by their employees
top
5%
Consumer vs. Employees
CarMax scored a -1 for Net Promoter Score and a 32 for Employee Net Promoter Score. NPS gauges how likely a customer of CarMax would recommend the brand to a friend. ENPS measures how likely CarMax employees would recommend working at CarMax to a friend.
Net Promoter Score
-1
NPS Score
| 44% | Promoters |
|---|---|
| 11% | Passive |
| 45% | Detractors |
Employee Net Promoter Score
32
eNPS Score
| 57% | Promoters |
|---|---|
| 18% | Passive |
| 25% | Detractors |
