15
NPS
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Edmunds.com
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About Edmunds.com's Brand
With over 50 years of experience, Edmunds is the trusted guide in car shopping. Our website has in-depth video reviews, new and used listings, free appraisals, and calculators that verify a good price. Shoppers count on us at every step of their journey Among its major competitors, Edmunds.com is ranked in 2nd place for NPS while Openbay is 1st, and AutoWeb is 3rd.Their current market cap is $949.20M
Brand at a Glance
62%
Customer Loyalty
3.4/5
Product Quality
3.8/5
Pricing
3.8/5
Customer Service
Edmunds.com Ranking
- #1 / 4 of its competitors
Edmunds.com NPS
Edmunds.com's Net Promoter Score (NPS) is a 15 with 46% Promoters, 23% Passives, and 31% Detractors. Net Promoter Score tracks whether Edmunds.com's customers would recommend using the product based on a scale of -100 to 100.
Edmunds.com Overall NPS
| 46% | Promoters |
|---|---|
| 23% | Passives |
| 31% | Detractors |
Edmunds.com NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jan 2021 0 | Jan 2021 | 0 |
May 2021 66 | May 2021 | 66 |
Jul 2021 40 | Jul 2021 | 40 |
Sep 2021 17 | Sep 2021 | 17 |
Jan 2023 -1 | Jan 2023 | -1 |
Apr 2023 -13 | Apr 2023 | -13 |
Sep 2023 0 | Sep 2023 | 0 |
May 2024 9 | May 2024 | 9 |
Nov 2024 8 | Nov 2024 | 8 |
Mar 2025 16 | Mar 2025 | 16 |
How Other Brands Compare
Edmunds.com is ranked first for NPS among its competitors. CARQUEST and CarGurus come in second and third, with AutoTrader coming in at #4. Among those competitors, it is the lowest valued company behind CARQUEST.
Edmunds.com |  CarGurus |  CARQUEST |  AutoTrader | |
| Global Ranking | #- | #531 | #- | #- |
| NPS | 15 | -16 | -1 | -23 |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | Neutral | - | - |
| Valuation Updated every 24 hours for public companies | $949.20M | $2.47B | $12.12B | $7.51B |
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.
Edmunds.com NPS vs. Competitors
Compared to its competitors, Edmunds.com's NPS is rated right above AutoWeb, and is preceded by Openbay.
| COMPANY | NPS Score | |
|---|---|---|
 | Openbay | 100 |
| Edmunds.com | 15 |
 | AutoWeb | 0 |
| CARQUEST | -1 |
| CarGurus | -16 |
| AutoTrader | -23 |
Edmunds.com Customer Loyalty
62%
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.
62% of Edmunds.com users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Edmunds.com Customer Loyalty vs. Competitors
Compared to its competitors, Edmunds.com's Customer Loyalty score is rated right above AutoWeb, and is preceded by CarGurus.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Openbay | 100% |
| CARQUEST | 74% |
| AutoTrader | 70% |
| CarGurus | 65% |
| Edmunds.com | 62% |
| AutoWeb | 55% |
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Edmunds.com Product Quality
3.4/5
Edmunds.com has an overall Product Quality score of 3.4 out of 5 stars rated by its users and customers.
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Edmunds.com Product Information
Edmunds.com’s product quality score is a 3.4 out of 5 as rated by its users and customers.
- Website
- http://www.edmunds.com
- Company Size
- 201-500 Employees
Industry
Automotive and Transportation
Edmunds.com Product Quality vs. Competitors
Compared to its competitors, Edmunds.com's Product Quality score is rated right above AutoWeb, and is preceded by Openbay.
| COMPANY | Product Quality Score | |
|---|---|---|
| Openbay | 5/5 |
| Edmunds.com | 3.4/5 |
| AutoWeb | 3.2/5 |
| CARQUEST | 3.1/5 |
| CarGurus | 2.9/5 |
| AutoTrader | 2.7/5 |
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Edmunds.com Pricing
Edmunds.com ROI & Value For Money
3.8/5
Edmunds.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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Edmunds.com Pricing vs. Competitors
Compared to its competitors, Edmunds.com's ROI score is rated right above AutoWeb, and is preceded by Openbay.
| COMPANY | Pricing Score | |
|---|---|---|
| Openbay | 5/5 |
| Edmunds.com | 3.8/5 |
| AutoWeb | 3.7/5 |
| CARQUEST | 3/5 |
| CarGurus | 2.8/5 |
| AutoTrader | 2.7/5 |
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Edmunds.com Customer Satisfaction (CSAT)
Edmunds.com Customer Satisfaction (CSAT) Score
72 / 100
Edmunds.com has an overall Customer Satisfaction score of 72 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
43%
Satisfied
29%
Neither Satisfied nor Dissatisfied
14%
Dissatisfied
0%
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.
Edmunds.com Customer Satisfaction vs. Competitors
Compared to its competitors, Edmunds.com's Customer Satisfaction score is rated right above CARQUEST.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Edmunds.com | 72% |
| CARQUEST | 60% |
| AutoTrader | 35% |
| CarGurus | 14% |
| Openbay | 0% |
| AutoWeb | 0% |
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Edmunds.com Customer Service
3.8/5
Edmunds.com has an overall Customer Service score of 3.8 out of 5 stars rated by its users and customers.
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About Edmunds.com's Customer Service
Address
2401 Colorado Ave., Santa Monica, CA 90404
Website
http://www.edmunds.com
Phone Number
(855) 782-4711
Edmunds.com's Social Links
Edmunds.com Customer Service vs. Competitors
Compared to its competitors, Edmunds.com's Customer Service score is rated right above CarGurus, and is preceded by Openbay.
| COMPANY | Customer Service Score | |
|---|---|---|
| Openbay | 5/5 |
| Edmunds.com | 3.8/5 |
| CarGurus | 3/5 |
| CARQUEST | 2.9/5 |
| AutoTrader | 2.8/5 |
| AutoWeb | 2.2/5 |
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Edmunds.com as an Employer
2.8/5
Edmunds.com has a 2.8/5 stars for its overall company culture rated by their employees
bottom
30%
Consumer vs. Employees
Edmunds.com scored a 15 for Net Promoter Score and a -23 for Employee Net Promoter Score. NPS gauges how likely a customer of Edmunds.com would recommend the brand to a friend. ENPS measures how likely Edmunds.com employees would recommend working at Edmunds.com to a friend.
Net Promoter Score
15
NPS Score
| 46% | Promoters |
|---|---|
| 23% | Passive |
| 31% | Detractors |
Employee Net Promoter Score
-23
eNPS Score
| 29% | Promoters |
|---|---|
| 19% | Passive |
| 52% | Detractors |
