NPS Intelligence (beta)

We think we're at pretty interesting points in time in those markets in terms of our lead volume relative to some of our competitors, our lead quality, our dealer satisfaction, our consumer NPS.

It's growing more positive for our customers, and our NPS scores. Most importantly, as we're working on our product market fit.

And we're hoping for that great NPS or consumer experience to do that. So you'll see this product not be launched to thousands of our dealers, we're going to launch it.

…Our Net Promoter Score remained extremely high, with 90% of buyers stating that they would recommend CarGurus to a friend. Transaction enablement.

While we have achieved remarkably high seller Net Promoter Scores, we aim to uphold the quality of the offering as it expands. To achieve this, we are testing with select dealers and intake tool designed to establish trust between consumers and dealers…

You heard about the NPS score, we're getting from our customers on it thus far. They're getting a great return on that subscription investment.

Our focus on empowering customers to take control of their shopping experience has yielded impressive results as indicated by Net Promoter Scores that are up to two times higher for customers who use Digital Deal.

The seamless user experience has resulted in a remarkably high Net Promoter Scores for both consumers and dealers. And so, as of the beginning of this year, we have increased the price of our Digital Deal offering to better align with the value we are…

These toolsets ultimately drive a smoother consumer experience, which is the reason we have been able to effortlessly maintain such a high Net Promoter Score of 8 [ph].

And aggressively focus on do optimizing that transaction in NPS for the customer. The arbitration process, I talked about focusing on it, improving the process so that your margin goes up overall, that's an investment that improves the business result,…

…of payment, remote inspections and exceptional customer service CONVENIENT PICK-UP OR DROP-OFF Self-service pick-up or vehicle drop-off 50 INSTANT MAX CASH OFFER TRANSACTIONS1 7,000 6,000 5,000 4,000 3,000 2,000 1,000 0 NPS: 89 3Q’21 4Q’21 1Q’22 1.

And I think the ultimate testament is that our consumer satisfaction and NPS of Instant Max Cash Offer is extremely high right now. And we're – that's something that is we talked about expansion before.

Churn (US dealers (ABR-related)): 40% (Q2 2023) — “we won back approximately 40% of the involuntary churn cohort in the subsequent quarter and brought back those dealers at more appropriately priced listings rates and higher spend”