-60
NPS
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Pep Boys
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About Pep Boys' Brand
Pep Boys is to provide America’s drivers with high quality auto parts, tires and repairs at a great value. Among its major competitors, Pep Boys is ranked in 6th place for NPS while Monro Muffler Brake is 1st, and O'Reilly Auto Parts is 2nd. Overall, Pep Boys has a neutral social sentiment, when analyzing social media channels and online mentions.
Brand at a Glance
59%
Customer Loyalty
1.6/5
Product Quality
1.6/5
Pricing
1.5/5
Customer Service
Pep Boys Ranking
- #4 / 4 of its competitors
Pep Boys NPS
Pep Boys's Net Promoter Score (NPS) is a -60 with 17% Promoters, 6% Passives, and 77% Detractors. Net Promoter Score tracks whether Pep Boys's customers would recommend using the product based on a scale of -100 to 100.
Pep Boys Overall NPS
| 17% | Promoters |
|---|---|
| 6% | Passives |
| 77% | Detractors |
Pep Boys NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Oct 2024 -64 | Oct 2024 | -64 |
Nov 2024 -64 | Nov 2024 | -64 |
Dec 2024 -64 | Dec 2024 | -64 |
Jan 2025 -64 | Jan 2025 | -64 |
Feb 2025 -64 | Feb 2025 | -64 |
Apr 2025 -64 | Apr 2025 | -64 |
May 2025 -64 | May 2025 | -64 |
Jun 2025 -64 | Jun 2025 | -64 |
Aug 2025 -64 | Aug 2025 | -64 |
Sep 2025 -62 | Sep 2025 | -62 |
Nov 2025 -62 | Nov 2025 | -62 |
Jan 2026 -62 | Jan 2026 | -62 |
How Other Brands Compare
Pep Boys is ranked #4 for NPS among its competitors. O'Reilly Auto Parts and AutoZone come in first and second, with Advance Auto Parts coming in at third.
Pep Boys |  AutoZone |  O'Reilly Auto Parts |  Advance Auto Parts | |
| Global Ranking | #- | #408 | #- | #- |
| NPS | -60 | -6 | 7 | -11 |
| Social Sentiment Calculated by analyzing social media and other online mentions | Neutral | - | Neutral | Neutral |
| Valuation Updated every 24 hours for public companies | - | $43.48B | $35.50B | $12.18B |
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.
Pep Boys NPS by Gender
Pep Boys's NPS was rated -80 by both Female and Male customers on Comparably.
Male
-80
Pep Boys's NPS was rated -80 by Male customers on Comparably.
9%
Promoters
2%
Passives
89%
Detractors
Female
-80
Pep Boys's NPS was rated -80 by Female customers on Comparably.
9%
Promoters
2%
Passives
89%
Detractors
Pep Boys NPS by Ethnicity
Pep Boys's NPS was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -90 | Caucasian | -90 |
Hispanic or Latino -65 | Hispanic or Latino | -65 |
African American/Black -82 | African American/Black | -82 |
Asian or Pacific Islander 20 | Asian or Pacific Islander | 20 |
Other -80 | Other | -80 |
Pep Boys NPS by Age
Pep Boys's NPS was rated the highest by customers ages 18-25, and the lowest by customers ages 61-65.
Pep Boys NPS by Usage
Pep Boys's NPS was rated the highest by customers who have used Pep Boys's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -74 | Less than 1 Year | -74 |
1 to 2 Years -76 | 1 to 2 Years | -76 |
2 to 5 Years -72 | 2 to 5 Years | -72 |
5 to 10 Years -79 | 5 to 10 Years | -79 |
Over 10 Years -80 | Over 10 Years | -80 |
Pep Boys NPS vs. Competitors
Compared to its competitors, Pep Boys's NPS is rated right above Transamerican Auto Parts, and is preceded by LKQ Corporation.
| COMPANY | NPS Score | |
|---|---|---|
 | Monro Muffler Brake | 25 |
| O'Reilly Auto Parts | 7 |
| AutoZone | -6 |
| Advance Auto Parts | -11 |
 | LKQ Corporation | -39 |
| Pep Boys | -60 |
 | Transamerican Auto Parts | -95 |
 | U.S. Auto Parts Network | -100 |
Pep Boys Customer Reviews
Out of the 36 Pep Boys customer reviews 4 were positive and 32 were constructive. Pep Boys 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
Pep Boys Customer Loyalty
59%
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.
59% of Pep Boys 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?"
Pep Boys Customer Loyalty Score by Gender
Male customers rated Pep Boys's Customer Loyalty score 8% higher than Female customers.
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Male
62%
Yes
Female
54%
Yes
Pep Boys Customer Loyalty Score by Ethnicity
Pep Boys's Customer Loyalty score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Pep Boys.
53
out of 100
Caucasian
61
out of 100
Hispanic or Latino
65
out of 100
African American/Black
100
out of 100
Asian or Pacific Islander
52
out of 100
Other
Pep Boys Customer Loyalty Score by Age
Pep Boys's Customer Loyalty score was rated the highest by customers ages 18-25, and the lowest by customers ages 41-45.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 85% | 18-25 | 85% |
26-30 74% | 26-30 | 74% |
31-35 64% | 31-35 | 64% |
36-40 49% | 36-40 | 49% |
41-45 36% | 41-45 | 36% |
46-50 73% | 46-50 | 73% |
51-55 56% | 51-55 | 56% |
56-60 70% | 56-60 | 70% |
61-65 42% | 61-65 | 42% |
66+ 57% | 66+ | 57% |
Pep Boys Customer Loyalty Score by Usage
Pep Boys's Customer Loyalty score was rated the highest by customers who have used Pep Boys's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Pep Boys Customer Loyalty Score by Industry
Pep Boys's Customer Loyalty score was rated the highest by Consulting industry customers, and the lowest by Mechanical, Civil or Industrial Engineering industry customers.
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Pep Boys Customer Loyalty vs. Competitors
Compared to its competitors, Pep Boys's Customer Loyalty score is rated right below Monro Muffler Brake.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| U.S. Auto Parts Network | 100% |
| LKQ Corporation | 82% |
| O'Reilly Auto Parts | 80% |
| Transamerican Auto Parts | 79% |
| Advance Auto Parts | 78% |
| AutoZone | 77% |
| Monro Muffler Brake | 69% |
| Pep Boys | 59% |
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Pep Boys Product Quality
1.6/5
Pep Boys has an overall Product Quality score of 1.6 out of 5 stars rated by its users and customers.
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Pep Boys Product Information
Pep Boys’s product quality score is a 1.6 out of 5 as rated by its users and customers. Reviewers from the Consulting industry rated Pep Boys's product the highest. Reviewers from the Accounting industry rated Pep Boys the lowest at 1.5.
- Website
- http://www.pepboys.com/
- Company Size
- 10,000+ Employees
Industry
Ecommerce and Marketplaces
Travel
Quick Insights into Pep Boys Product Quality
Pep Boys's Product Quality score was rated highest by customers from the Consulting industry, and rated lowest by customers from the Transportation industry.
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Ranked Pep Boys Product Quality the Highest
Ranked Pep Boys Product Quality the Lowest
Pep Boys Product Quality Score by Gender
Pep Boys's Product Quality score was rated 1.5 by both Female and Male customers on Comparably.
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Male
1.5/5
Female
1.5/5
Pep Boys Product Quality Score by Ethnicity
Pep Boys's Product Quality score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Pep Boys.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Hispanic or Latino 1.5 | Hispanic or Latino | 1.5 |
African American/Black 1.5 | African American/Black | 1.5 |
Asian or Pacific Islander 2.5 | Asian or Pacific Islander | 2.5 |
Other 1.5 | Other | 1.5 |
Pep Boys Product Quality Score by Age
Pep Boys's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 2.9 | 18-25 | 2.9 |
26-30 1.8 | 26-30 | 1.8 |
31-35 1.5 | 31-35 | 1.5 |
36-40 1.5 | 36-40 | 1.5 |
41-45 1.5 | 41-45 | 1.5 |
46-50 1.5 | 46-50 | 1.5 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.5 | 56-60 | 1.5 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
Pep Boys Product Quality Score by Usage
Pep Boys's Product Quality score was rated 1.5 stars by customers who have used Pep Boys's products/services for 1 to 2 Years, and by customers with Over 10 Years of usage.
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Pep Boys Product Quality Score by Industry
Pep Boys's Product Quality score was rated the highest by Consulting industry customers, and the lowest by Transportation industry customers.
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Pep Boys Product Quality vs. Competitors
Compared to its competitors, Pep Boys's Product Quality score is rated right below LKQ Corporation.
| COMPANY | Product Quality Score | |
|---|---|---|
| Monro Muffler Brake | 3.8/5 |
| O'Reilly Auto Parts | 3.4/5 |
| Transamerican Auto Parts | 3.2/5 |
| AutoZone | 3/5 |
| Advance Auto Parts | 2.9/5 |
| U.S. Auto Parts Network | 2.5/5 |
| LKQ Corporation | 2.2/5 |
| Pep Boys | 1.6/5 |
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Pep Boys Pricing
Pep Boys ROI & Value For Money
1.6/5
Pep Boys has a value for money and ROI score of 1.6 out of 5 stars rated by its users and customers.
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Pep Boys 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 Consulting industry. The users from the Accounting industry think that they had the lowest ROI from Pep Boys.
Quick Insights into Pep Boys ROI
Pep Boys's ROI score was rated highest by Asian or Pacific Islander customers, and rated lowest by customers from the Transportation industry.
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Ranked Pep Boys ROI the Highest
Ranked Pep Boys ROI the Lowest
Pep Boys ROI Score by Gender
Pep Boys's ROI score was rated 1.5 by both Female and Male customers on Comparably.
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Male
1.5/5
Female
1.5/5
Pep Boys ROI Score by Ethnicity
Pep Boys's ROI score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Pep Boys.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Hispanic or Latino 1.5 | Hispanic or Latino | 1.5 |
African American/Black 1.5 | African American/Black | 1.5 |
Asian or Pacific Islander 3.1 | Asian or Pacific Islander | 3.1 |
Other 1.5 | Other | 1.5 |
Pep Boys ROI Score by Age
Pep Boys's ROI score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Pep Boys.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 2.2 | 18-25 | 2.2 |
26-30 1.8 | 26-30 | 1.8 |
31-35 1.5 | 31-35 | 1.5 |
36-40 1.5 | 36-40 | 1.5 |
41-45 1.7 | 41-45 | 1.7 |
46-50 1.5 | 46-50 | 1.5 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.5 | 56-60 | 1.5 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
Pep Boys ROI Score by Usage
Pep Boys's ROI score was rated 1.5 stars by customers who have used Pep Boys's products/services for 1 to 2 Years, and by customers with Over 10 Years of usage.
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Pep Boys ROI Score by Industry
Pep Boys's ROI score was rated the highest by Consulting industry customers, and the lowest by Transportation industry customers.
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Pep Boys Pricing vs. Competitors
Compared to its competitors, Pep Boys's ROI score is rated right below LKQ Corporation.
| COMPANY | Pricing Score | |
|---|---|---|
| O'Reilly Auto Parts | 3.2/5 |
| Monro Muffler Brake | 3.2/5 |
| Transamerican Auto Parts | 3.1/5 |
| AutoZone | 3/5 |
| U.S. Auto Parts Network | 3/5 |
| Advance Auto Parts | 2.8/5 |
| LKQ Corporation | 2/5 |
| Pep Boys | 1.6/5 |
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Pep Boys Customer Satisfaction (CSAT)
Pep Boys Customer Satisfaction (CSAT) Score
19 / 100
Pep Boys has an overall Customer Satisfaction score of 19 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
13%
Satisfied
6%
Neither Satisfied nor Dissatisfied
3%
Dissatisfied
10%
Very Dissatisfied
68%
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 Pep Boys Customer Satisfaction
Pep Boys's Customer Satisfaction score was rated highest by customers ages 18-25, and rated lowest by customers from the Transportation industry.
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Ranked Pep Boys Customer Satisfaction the Highest
Ranked Pep Boys Customer Satisfaction the Lowest
Pep Boys Customer Satisfaction Score by Gender
Male customers rated Pep Boys's Customer Satisfaction score 1 points higher than Female customers.
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10 / 100
MaleVery Satisfied | 5% | |
|---|---|---|
Satisfied | 5% | |
Neither Satisfied nor Dissatisfied | 4% | |
Dissatisfied | 14% | |
Very Dissatisfied | 72% |
9 / 100
FemaleVery Satisfied | 6% | |
|---|---|---|
Satisfied | 3% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 6% | |
Very Dissatisfied | 85% |
Pep Boys Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Pep Boys' Customer Satisfaction (CSAT) score was rated 4% according to Caucasian users and customers.
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4 / 100
Very Satisfied
1%
Satisfied
3%
Neither Satisfied nor Dissatisfied
6%
Dissatisfied
16%
Very Dissatisfied
74%
CSAT according to Hispanic or Latino
Pep Boys' Customer Satisfaction (CSAT) score was rated 23% according to Hispanic or Latino users and customers.
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23 / 100
Very Satisfied
8%
Satisfied
15%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
77%
CSAT according to African American/Black
Pep Boys' Customer Satisfaction (CSAT) score was rated 7% according to African American/Black users and customers.
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7 / 100
Very Satisfied
7%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
11%
Very Dissatisfied
82%
CSAT according to Asian or Pacific Islander
Pep Boys' Customer Satisfaction (CSAT) score was rated 40% according to Asian or Pacific Islander users and customers.
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40 / 100
Very Satisfied
20%
Satisfied
20%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
60%
CSAT according to Other
Pep Boys' Customer Satisfaction (CSAT) score was rated 10% according to Other users and customers.
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10 / 100
Very Satisfied
7%
Satisfied
3%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
3%
Very Dissatisfied
87%
Pep Boys Customer Satisfaction Score by Age
Pep Boys's Customer Satisfaction score was rated the highest by customers ages 18-25, and the lowest by customers ages 61-65.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 50% | |||||||||||||||
| 26-30 | 33% | |||||||||||||||
| 31-35 | 11% | |||||||||||||||
| 36-40 | 0% | |||||||||||||||
| 41-45 | 9% | |||||||||||||||
| 46-50 | 12% | |||||||||||||||
| 51-55 | 10% | |||||||||||||||
| 56-60 | 6% | |||||||||||||||
| 61-65 | 0% | |||||||||||||||
| 66+ | 5% |
Pep Boys Customer Satisfaction Score by Usage
Pep Boys's Customer Satisfaction score was rated the highest by customers who have used Pep Boys's products/services for Less than 1 Year, and the lowest by customers with Over 10 Years of usage.
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Pep Boys Customer Satisfaction Score by Industry
Pep Boys's Customer Satisfaction score was rated the highest by Marketing, Advertising and Research industry customers, and the lowest by Transportation industry customers.
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{
"title": "Pep Boys Customer Satisfaction Score by Industry",
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"bars": [
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"label": "Construction",
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{
"label": "Education",
"groupId": 515,
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"label": "Government and Public Policy",
"groupId": 521,
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{
"label": "Hospitality",
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"stars": 0,
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"scoreClassName": "",
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{
"label": "Legal",
"groupId": 529,
"score": 0,
"stars": 0,
"csatScore": 0,
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"scoreClassName": "",
"scoreLabel": 0
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{
"label": "Marketing, Advertising and Research",
"groupId": 535,
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"stars": 0,
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{
"label": "Mechanical, Civil or Industrial Engineering",
"groupId": 536,
"score": 0,
"stars": 0,
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"scoreClassName": "",
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{
"label": "Retail",
"groupId": 559,
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"stars": 0,
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"scoreClassName": "",
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{
"label": "Transportation",
"groupId": 567,
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"stars": 0,
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"scoreClassName": "",
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]
}Pep Boys Customer Satisfaction vs. Competitors
Compared to its competitors, Pep Boys's Customer Satisfaction score is rated right below LKQ Corporation.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| U.S. Auto Parts Network | 100% |
| O'Reilly Auto Parts | 63% |
| Monro Muffler Brake | 60% |
| Transamerican Auto Parts | 60% |
| Advance Auto Parts | 52% |
| AutoZone | 51% |
| LKQ Corporation | 28% |
| Pep Boys | 19% |
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Pep Boys Customer Service
1.5/5
Pep Boys has an overall Customer Service score of 1.5 out of 5 stars rated by its users and customers.
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About Pep Boys's Customer Service
Address
Philadelphia, PA
Website
http://www.pepboys.com/
Quick Insights into Pep Boys Customer Service
Pep Boys's Customer Service score was rated highest by customers from the Consulting industry, and rated lowest by customers from the Transportation industry.
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Ranked Pep Boys Customer Service the Highest
Ranked Pep Boys Customer Service the Lowest
Pep Boys Customer Service Score by Gender
Pep Boys's Customer Service score was rated 1.5 by both Female and Male customers on Comparably.
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Male
1.5/5
Female
1.5/5
Pep Boys Customer Service Score by Ethnicity
Pep Boys's Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
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| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Hispanic or Latino 1.5 | Hispanic or Latino | 1.5 |
African American/Black 1.5 | African American/Black | 1.5 |
Asian or Pacific Islander 3.1 | Asian or Pacific Islander | 3.1 |
Other 1.5 | Other | 1.5 |
Pep Boys Customer Service Score by Age
Pep Boys's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
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| Summary | Age | Customer Service Score |
|---|---|---|
18-25 2.5 | 18-25 | 2.5 |
26-30 1.8 | 26-30 | 1.8 |
31-35 1.5 | 31-35 | 1.5 |
36-40 1.5 | 36-40 | 1.5 |
41-45 1.5 | 41-45 | 1.5 |
46-50 1.5 | 46-50 | 1.5 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.5 | 56-60 | 1.5 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
Pep Boys Customer Service Score by Usage
Pep Boys's Customer Service score was rated 1.5 stars by customers who have used Pep Boys's products/services for 1 to 2 Years, and by customers with Over 10 Years of usage.
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Pep Boys Customer Service Score by Industry
Pep Boys's Customer Service score was rated the highest by Consulting industry customers, and the lowest by Transportation industry customers.
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Pep Boys Customer Service vs. Competitors
Compared to its competitors, Pep Boys's Customer Service score is rated right below LKQ Corporation.
| COMPANY | Customer Service Score | |
|---|---|---|
| Transamerican Auto Parts | 3.6/5 |
| Monro Muffler Brake | 3.3/5 |
| O'Reilly Auto Parts | 3.2/5 |
| U.S. Auto Parts Network | 3/5 |
| AutoZone | 2.9/5 |
| Advance Auto Parts | 2.8/5 |
| LKQ Corporation | 1.8/5 |
| Pep Boys | 1.5/5 |
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Pep Boys as an Employer
2.5/5
Pep Boys has a 2.5/5 stars for its overall company culture rated by their employees
bottom
10%
Consumer vs. Employees
Pep Boys scored a -60 for Net Promoter Score and a -34 for Employee Net Promoter Score. NPS gauges how likely a customer of Pep Boys would recommend the brand to a friend. ENPS measures how likely Pep Boys employees would recommend working at Pep Boys to a friend.
Net Promoter Score
-60
NPS Score
| 17% | Promoters |
|---|---|
| 6% | Passive |
| 77% | Detractors |
Employee Net Promoter Score
-34
eNPS Score
| 26% | Promoters |
|---|---|
| 14% | Passive |
| 60% | Detractors |
