CarMax is the United States' largest used-car retailer and a Fortune 500 company. The first CarMax location opened in September 1993. As of March 2017, the company had 173 locations. Prior to the first store being built, DeVito/Verdi was hired as the advertising agency and creative resource. The company executed the campaign and additional TV advertisements over the course of a number of years in support of the launch and the initial wave of stores.
|Founded||September 1993; 23 years ago (1993-09) (as a subsidiary of Circuit City)|
|Headquarters||Goochland County, Virginia (Richmond mailing address)|
|Key people||William R.Tiefel, Chairman; Tom Reedy, CFO|
|Traded as||NYSE: KMX S&P 500 Component|
|Industry||New and used car retailer|
NPS is a customer loyalty metric that measures customers’ willingness to not only return for another purchase or service but also make a recommendation to their family, friends or colleagues.
It is a powerful and effective technique, which can greatly increase a company's revenue if used properly.
The main advantages of NPS are close correlation with a company's growth and easy collection, interpretation and communication of the data.
Yes, it is.
Net Promoter Score is a number from -100 from 100.
Scores higher than 0 are typically considered to be good and scores above 50 are considered to be excellent.
The industry average for Automotive Retailing, Services is 0.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If CarMax sends out NPS surveys immediately after purchase, they are tracking their customers' initial excitement and the checkout experience.
On the other hand, if they survey their customers a few weeks after the purchase they are also tracking how satisfied their customers are with their products and services over time.
Therefore, comparing the NPS score of CarMax with your own without any further context is not that useful.
What is extremely useful though, is using the NPS methodology to track the satisfaction of your customers over time. That's where Customer.guru comes in.
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We have estimated the Net Promoter Score of CarMax based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.