40
NPS
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CARS.COM
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About CARS.COM's Brand
Among its major competitors, CARS.COM is ranked in 2nd place for NPS while Kelley Blue Book is 1st, and Edmunds.com is 3rd.Their current market cap is $1.21B
Brand at a Glance
68%
Customer Loyalty
4.1/5
Product Quality
3.8/5
Pricing
3.9/5
Customer Service
CARS.COM CMO
Brooke Ricketts
Brooke Ricketts serves as the Chief Marketing Officer for Cars.com. Brooke started at Cars.com in December of 2016. Brooke is based in the Greater Chicago Area.
CARS.COM Ranking
- #1 / 4 of its competitors
CARS.COM NPS
CARS.COM's Net Promoter Score (NPS) is a 40 with 64% Promoters, 12% Passives, and 24% Detractors. Net Promoter Score tracks whether CARS.COM's customers would recommend using the product based on a scale of -100 to 100.
CARS.COM Overall NPS
| 64% | Promoters |
|---|---|
| 12% | Passives |
| 24% | Detractors |
CARS.COM NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Feb 2023 64 | Feb 2023 | 64 |
Mar 2023 55 | Mar 2023 | 55 |
Apr 2023 53 | Apr 2023 | 53 |
May 2023 48 | May 2023 | 48 |
Jun 2023 42 | Jun 2023 | 42 |
Jul 2023 44 | Jul 2023 | 44 |
Nov 2023 39 | Nov 2023 | 39 |
Apr 2024 37 | Apr 2024 | 37 |
Oct 2024 38 | Oct 2024 | 38 |
Nov 2024 40 | Nov 2024 | 40 |
Feb 2025 42 | Feb 2025 | 42 |
Jun 2025 40 | Jun 2025 | 40 |
How Other Brands Compare
CARS.COM is ranked first for NPS among its competitors. CarMax and Carfax come in second and third, with CarGurus coming in at #4. Among those competitors, it is the lowest valued company behind Carfax.
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.
CARS.COM NPS by Gender
CARS.COM's NPS was rated 57 by Male customers on Comparably.
Male
57
CARS.COM's NPS was rated 57 by Male customers on Comparably.
71%
Promoters
15%
Passives
14%
Detractors
Female
N/A
CARS.COM's NPS is not yet rated by Female customers.
0%
Promoters
0%
Passives
0%
Detractors
CARS.COM NPS by Ethnicity
CARS.COM's NPS was rated 75 points by Caucasian customers on Comparably.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 75 | Caucasian | 75 |
CARS.COM NPS by Age
CARS.COM's NPS was rated 100 points by customers ages 36-40 on Comparably.
CARS.COM NPS by Usage
CARS.COM's NPS was rated the highest by customers who have used CARS.COM's products/services for 1 to 2 Years, and the lowest by customers with 2 to 5 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
1 to 2 Years 100 | 1 to 2 Years | 100 |
2 to 5 Years 33 | 2 to 5 Years | 33 |
Over 10 Years 34 | Over 10 Years | 34 |
CARS.COM NPS vs. Competitors
Compared to its competitors, CARS.COM's NPS is rated right above Edmunds.com, and is preceded by Kelley Blue Book.
| COMPANY | NPS Score | |
|---|---|---|
 | Kelley Blue Book | 42 |
| CARS.COM | 40 |
 | Edmunds.com | 15 |
 | CarMax | -8 |
 | TrueCar | -13 |
 | Carfax | -16 |
 | CarGurus | -16 |
 | AutoTrader | -23 |
 | Carvana | -26 |
 | CDK Global | -29 |
 | Cox Media Group | -29 |
 | The Reynolds and Reynolds Company | -36 |
CARS.COM Customer Reviews
Out of the 2 CARS.COM customer reviews 2 were positive and 0 were constructive. CARS.COM customer reviews reflect that all customers have a favorable experience using the products/services of the company.
CARS.COM Customer Loyalty
68%
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.
68% of CARS.COM users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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CARS.COM Customer Loyalty Score by Gender
CARS.COM's Customer Loyalty score was rated 74 by Male customers on Comparably.
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Male
74%
Yes
Female
N/A
Yes
CARS.COM Customer Loyalty Score by Ethnicity
CARS.COM's Customer Loyalty score was rated 78% by Caucasian customers on Comparably.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of CARS.COM.
78
out of 100
Caucasian
CARS.COM Customer Loyalty Score by Age
CARS.COM's Customer Loyalty score was rated 100% by customers ages 36-40 on Comparably.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
36-40 100% | 36-40 | 100% |
CARS.COM Customer Loyalty Score by Usage
CARS.COM's Customer Loyalty score was rated the highest by customers who have used CARS.COM's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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CARS.COM Customer Loyalty Score by Industry
CARS.COM's Customer Loyalty score was rated 70% by Tech industry customers.
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CARS.COM Customer Loyalty vs. Competitors
Compared to its competitors, CARS.COM's Customer Loyalty score is rated right above The Reynolds and Reynolds Company, and is preceded by AutoTrader.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Kelley Blue Book | 79% |
| Cox Media Group | 78% |
| CDK Global | 74% |
| AutoTrader | 70% |
| CARS.COM | 68% |
| The Reynolds and Reynolds Company | 68% |
| CarMax | 66% |
| CarGurus | 65% |
| Edmunds.com | 62% |
| TrueCar | 60% |
| Carvana | 59% |
| Carfax | 58% |
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CARS.COM Product Quality
4.1/5
CARS.COM has an overall Product Quality score of 4.1 out of 5 stars rated by its users and customers.
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CARS.COM Product Information
CARS.COM’s product quality score is a 4.1 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated CARS.COM's product the highest.
- Website
- http://www.cars.com
- Company Size
- 1,001-5,000 Employees
Industry
Tech
Content
Media
Quick Insights into CARS.COM Product Quality
CARS.COM's Product Quality score was rated highest by customers who have used CARS.COM's products/services for 1 to 2 Years, and rated lowest by customers who have used CARS.COM's products/services for Over 10 Years.
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Ranked CARS.COM Product Quality the Highest
Ranked CARS.COM Product Quality the Lowest
CARS.COM Product Quality Score by Gender
CARS.COM's Product Quality score was rated 4 by Male customers on Comparably.
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Male
4/5
Female
N/A
CARS.COM Product Quality Score by Ethnicity
CARS.COM's Product Quality score was rated 4.5 stars by Caucasian customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of CARS.COM.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 4.5 | Caucasian | 4.5 |
CARS.COM Product Quality Score by Age
CARS.COM's Product Quality score was rated 4.6 stars by customers ages 36-40 on Comparably.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
36-40 4.6 | 36-40 | 4.6 |
CARS.COM Product Quality Score by Usage
CARS.COM's Product Quality score was rated the highest by customers who have used CARS.COM's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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CARS.COM Product Quality Score by Industry
CARS.COM's Product Quality score was rated 4.6 stars by Tech industry customers.
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CARS.COM Product Quality vs. Competitors
Compared to its competitors, CARS.COM's Product Quality score is rated right above TrueCar.
| COMPANY | Product Quality Score | |
|---|---|---|
| CARS.COM | 4.1/5 |
| TrueCar | 3.5/5 |
| Edmunds.com | 3.4/5 |
| Kelley Blue Book | 3.1/5 |
| The Reynolds and Reynolds Company | 3.1/5 |
| CarMax | 3/5 |
| CarGurus | 2.9/5 |
| CDK Global | 2.9/5 |
| AutoTrader | 2.7/5 |
| Carfax | 2.6/5 |
| Cox Media Group | 2.6/5 |
| Carvana | 2.3/5 |
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CARS.COM Pricing
CARS.COM ROI & Value For Money
3.8/5
CARS.COM has a value for money and ROI score of 3.8 out of 5 stars rated by its users and customers.
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CARS.COM 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 Tech industry.
Quick Insights into CARS.COM ROI
CARS.COM's ROI score was rated highest by customers who have used CARS.COM's products/services for 1 to 2 Years, and rated lowest by customers who have used CARS.COM's products/services for Over 10 Years.
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Ranked CARS.COM ROI the Highest
Ranked CARS.COM ROI the Lowest
CARS.COM ROI Score by Gender
CARS.COM's ROI score was rated 3.8 by Male customers on Comparably.
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Male
3.8/5
Female
N/A
CARS.COM ROI Score by Ethnicity
CARS.COM's ROI score was rated 4.6 stars by Caucasian customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of CARS.COM.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 4.6 | Caucasian | 4.6 |
CARS.COM ROI Score by Age
CARS.COM's ROI score was rated 5 stars by customers ages 36-40 on Comparably.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
36-40 5 | 36-40 | 5 |
CARS.COM ROI Score by Usage
CARS.COM's ROI score was rated the highest by customers who have used CARS.COM's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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CARS.COM ROI Score by Industry
CARS.COM's ROI score was rated 3.8 stars by Tech industry customers.
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CARS.COM Pricing vs. Competitors
Compared to its competitors, CARS.COM's ROI score is rated right above Edmunds.com.
| COMPANY | Pricing Score | |
|---|---|---|
| CARS.COM | 3.8/5 |
| Edmunds.com | 3.8/5 |
| TrueCar | 3.4/5 |
| The Reynolds and Reynolds Company | 3.2/5 |
| Kelley Blue Book | 3.1/5 |
| CarMax | 2.8/5 |
| CarGurus | 2.8/5 |
| CDK Global | 2.8/5 |
| AutoTrader | 2.7/5 |
| Carfax | 2.6/5 |
| Carvana | 2.5/5 |
| Cox Media Group | 2.4/5 |
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CARS.COM Customer Satisfaction (CSAT)
CARS.COM Customer Satisfaction (CSAT) Score
63 / 100
CARS.COM has an overall Customer Satisfaction score of 63 rated by its users and customers.
Sign Up to see the full customer demographics data and the people that answered "How would you rate your overall satisfaction with the service you received?"
Very Satisfied
45%
Satisfied
18%
Neither Satisfied nor Dissatisfied
14%
Dissatisfied
9%
Very Dissatisfied
14%
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 CARS.COM Customer Satisfaction
CARS.COM's Customer Satisfaction score was rated highest by customers ages 36-40, and rated lowest by customers who have used CARS.COM's products/services for Over 10 Years.
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Ranked CARS.COM Customer Satisfaction the Highest
Ranked CARS.COM Customer Satisfaction the Lowest
CARS.COM Customer Satisfaction Score by Gender
CARS.COM's Customer Satisfaction score was rated 86 by Male customers on Comparably.
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86 / 100
MaleVery Satisfied | 57% | |
|---|---|---|
Satisfied | 29% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 14% |
CARS.COM Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
CARS.COM's Customer Satisfaction (CSAT) score was rated 100% according to Caucasian users and customers.
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100 / 100
Very Satisfied
50%
Satisfied
50%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
CARS.COM Customer Satisfaction Score by Age
CARS.COM's Customer Satisfaction score was rated 100 points by customers ages 36-40 on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of CARS.COM.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 36-40 | 100% |
CARS.COM Customer Satisfaction Score by Usage
CARS.COM's Customer Satisfaction score was rated 67 points by customers who have used CARS.COM's products/services for 2 to 5 Years, and by customers with Over 10 Years of usage.
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CARS.COM Customer Satisfaction Score by Industry
CARS.COM's Customer Satisfaction score was rated 100 points by Tech industry customers.
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"label": "Tech",
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}CARS.COM Customer Satisfaction vs. Competitors
Compared to its competitors, CARS.COM's Customer Satisfaction score is rated right above The Reynolds and Reynolds Company, and is preceded by Edmunds.com.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Kelley Blue Book | 75% |
| Edmunds.com | 72% |
| CARS.COM | 63% |
| The Reynolds and Reynolds Company | 58% |
| CarMax | 52% |
| TrueCar | 45% |
| Cox Media Group | 41% |
| Carfax | 38% |
| Carvana | 38% |
| AutoTrader | 35% |
| CDK Global | 32% |
| CarGurus | 14% |
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CARS.COM Customer Service
3.9/5
CARS.COM has an overall Customer Service score of 3.9 out of 5 stars rated by its users and customers.
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About CARS.COM's Customer Service
Address
300 S Riverside, Chicago, IL 60606
Website
http://www.cars.com
Phone Number
3126015000
CARS.COM's Social Links
Quick Insights into CARS.COM Customer Service
CARS.COM's Customer Service score was rated highest by customers who have used CARS.COM's products/services for 1 to 2 Years, and rated lowest by customers who have used CARS.COM's products/services for Over 10 Years.
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Ranked CARS.COM Customer Service the Highest
Ranked CARS.COM Customer Service the Lowest
CARS.COM Customer Service Score by Gender
CARS.COM's Customer Service score was rated 3.6 by Male customers on Comparably.
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Male
3.6/5
Female
N/A
CARS.COM Customer Service Score by Ethnicity
CARS.COM's Customer Service score was rated 4.4 stars by Caucasian customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of CARS.COM.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 4.4 | Caucasian | 4.4 |
CARS.COM Customer Service Score by Age
CARS.COM's Customer Service score was rated 4.6 stars by customers ages 36-40 on Comparably.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
36-40 4.6 | 36-40 | 4.6 |
CARS.COM Customer Service Score by Usage
CARS.COM's Customer Service score was rated the highest by customers who have used CARS.COM's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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CARS.COM Customer Service Score by Industry
CARS.COM's Customer Service score was rated 3.8 stars by Tech industry customers.
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CARS.COM Customer Service vs. Competitors
Compared to its competitors, CARS.COM's Customer Service score is rated right above Edmunds.com.
| COMPANY | Customer Service Score | |
|---|---|---|
| CARS.COM | 3.9/5 |
| Edmunds.com | 3.8/5 |
| The Reynolds and Reynolds Company | 3.6/5 |
| Kelley Blue Book | 3.6/5 |
| TrueCar | 3.5/5 |
| CarGurus | 3/5 |
| CarMax | 2.8/5 |
| AutoTrader | 2.8/5 |
| CDK Global | 2.8/5 |
| Carfax | 2.5/5 |
| Cox Media Group | 2.5/5 |
| Carvana | 2.4/5 |
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CARS.COM as an Employer
3.7/5
CARS.COM has a 3.7/5 stars for its overall company culture rated by their employees
top
40%
Consumer vs. Employees
CARS.COM scored a 40 for Net Promoter Score and a 4 for Employee Net Promoter Score. NPS gauges how likely a customer of CARS.COM would recommend the brand to a friend. ENPS measures how likely CARS.COM employees would recommend working at CARS.COM to a friend.
Net Promoter Score
40
NPS Score
| 64% | Promoters |
|---|---|
| 12% | Passive |
| 24% | Detractors |
Employee Net Promoter Score
4
eNPS Score
| 46% | Promoters |
|---|---|
| 12% | Passive |
| 42% | Detractors |
