42
NPS
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Kelley Blue Book
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About Kelley Blue Book's Brand
Kelley Blue Book provides The Trusted Resource(R) which provides vehicle buyers and sellers with information on new and used-vehicles. Among its major competitors, Kelley Blue Book is ranked in 1st place for NPS while CARS.COM is 2nd, and Edmunds.com is 3rd.
Brand at a Glance
79%
Customer Loyalty
3.1/5
Product Quality
3.1/5
Pricing
3.6/5
Customer Service
Kelley Blue Book Ranking
- #1 / 4 of its competitors
Kelley Blue Book NPS
Kelley Blue Book's Net Promoter Score (NPS) is a 42 with 71% Promoters, 0% Passives, and 29% Detractors. Net Promoter Score tracks whether Kelley Blue Book's customers would recommend using the product based on a scale of -100 to 100.
Kelley Blue Book Overall NPS
| 71% | Promoters |
|---|---|
| 0% | Passives |
| 29% | Detractors |
Kelley Blue Book NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jun 2021 -100 | Jun 2021 | -100 |
Sep 2021 0 | Sep 2021 | 0 |
Oct 2021 33 | Oct 2021 | 33 |
Feb 2022 50 | Feb 2022 | 50 |
Jul 2022 20 | Jul 2022 | 20 |
Aug 2022 33 | Aug 2022 | 33 |
Aug 2023 43 | Aug 2023 | 43 |
How Other Brands Compare
Kelley Blue Book is ranked first for NPS among its competitors. CARS.COM and CarGurus come in second and third, with AutoTrader coming in at #4.
Kelley Blue Book |  CarGurus |  AutoTrader |  CARS.COM | |
| Global Ranking | #- | #531 | #- | #- |
| NPS | 42 | -16 | -23 | 40 |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | Neutral | - | - |
| Valuation Updated every 24 hours for public companies | - | $2.47B | $7.51B | $1.21B |
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.
Kelley Blue Book NPS vs. Competitors
Compared to its competitors, Kelley Blue Book's NPS is rated right above CARS.COM.
| COMPANY | NPS Score | |
|---|---|---|
| Kelley Blue Book | 42 |
| CARS.COM | 40 |
 | Edmunds.com | 15 |
 | TrueCar | -13 |
| CarGurus | -16 |
| AutoTrader | -23 |
Kelley Blue Book Customer Loyalty
79%
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.
79% of Kelley Blue Book 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?"
Kelley Blue Book Customer Loyalty vs. Competitors
Compared to its competitors, Kelley Blue Book's Customer Loyalty score is rated right above AutoTrader.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Kelley Blue Book | 79% |
| AutoTrader | 70% |
| CARS.COM | 68% |
| CarGurus | 65% |
| Edmunds.com | 62% |
| TrueCar | 60% |
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Kelley Blue Book Product Quality
3.1/5
Kelley Blue Book has an overall Product Quality score of 3.1 out of 5 stars rated by its users and customers.
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Kelley Blue Book Product Information
Kelley Blue Book’s product quality score is a 3.1 out of 5 as rated by its users and customers.
- Website
- http://www.kbb.com
- Company Size
- 201-500 Employees
Industry
Tech
Consumer Services
Travel
Kelley Blue Book Product Quality vs. Competitors
Compared to its competitors, Kelley Blue Book's Product Quality score is rated right above CarGurus, and is preceded by Edmunds.com.
| COMPANY | Product Quality Score | |
|---|---|---|
| CARS.COM | 4.1/5 |
| TrueCar | 3.5/5 |
| Edmunds.com | 3.4/5 |
| Kelley Blue Book | 3.1/5 |
| CarGurus | 2.9/5 |
| AutoTrader | 2.7/5 |
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Kelley Blue Book Pricing
Kelley Blue Book ROI & Value For Money
3.1/5
Kelley Blue Book has a value for money and ROI score of 3.1 out of 5 stars rated by its users and customers.
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Kelley Blue Book Pricing vs. Competitors
Compared to its competitors, Kelley Blue Book's ROI score is rated right above CarGurus, and is preceded by TrueCar.
| COMPANY | Pricing Score | |
|---|---|---|
| CARS.COM | 3.8/5 |
| Edmunds.com | 3.8/5 |
| TrueCar | 3.4/5 |
| Kelley Blue Book | 3.1/5 |
| CarGurus | 2.8/5 |
| AutoTrader | 2.7/5 |
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Kelley Blue Book Customer Satisfaction (CSAT)
Kelley Blue Book Customer Satisfaction (CSAT) Score
75 / 100
Kelley Blue Book has an overall Customer Satisfaction score of 75 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
50%
Satisfied
25%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
25%
Very Dissatisfied
0%
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.
Kelley Blue Book Customer Satisfaction vs. Competitors
Compared to its competitors, Kelley Blue Book's Customer Satisfaction score is rated right above Edmunds.com.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Kelley Blue Book | 75% |
| Edmunds.com | 72% |
| CARS.COM | 63% |
| TrueCar | 45% |
| AutoTrader | 35% |
| CarGurus | 14% |
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Kelley Blue Book Customer Service
3.6/5
Kelley Blue Book has an overall Customer Service score of 3.6 out of 5 stars rated by its users and customers.
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About Kelley Blue Book's Customer Service
Address
195 Technology, Irvine, CA 92618
Website
http://www.kbb.com
Phone Number
(180) 025-8326
Kelley Blue Book Customer Service vs. Competitors
Compared to its competitors, Kelley Blue Book's Customer Service score is rated right above TrueCar, and is preceded by Edmunds.com.
| COMPANY | Customer Service Score | |
|---|---|---|
| CARS.COM | 3.9/5 |
| Edmunds.com | 3.8/5 |
| Kelley Blue Book | 3.6/5 |
| TrueCar | 3.5/5 |
| CarGurus | 3/5 |
| AutoTrader | 2.8/5 |
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Kelley Blue Book as an Employer
2.4/5
Kelley Blue Book has a 2.4/5 stars for its overall company culture rated by their employees
bottom
30%
Consumer vs. Employees
Kelley Blue Book scored a 42 for Net Promoter Score and a -33 for Employee Net Promoter Score. NPS gauges how likely a customer of Kelley Blue Book would recommend the brand to a friend. ENPS measures how likely Kelley Blue Book employees would recommend working at Kelley Blue Book to a friend.
Net Promoter Score
42
NPS Score
| 71% | Promoters |
|---|---|
| 0% | Passive |
| 29% | Detractors |
Employee Net Promoter Score
-33
eNPS Score
| 0% | Promoters |
|---|---|
| 67% | Passive |
| 33% | Detractors |
