KBB Customer Satisfaction Survey

Kelley Blue Book was formed in 1926, which became a standard guide in automotive trade in determining car value. By the 1960s, the company moved from a car dealership to a specialty publisher and focused on the production of its automobile price guide. In 1995 KBB created company website, which contained tips and pricing information from its hardcopy guide.

The company reports market value prices for new and used automobiles of all types, as well as motorcycles. For both new and used automobiles, KBB provides a Fair Market Range and Fair Purchase Price, based on actual transactions of what others are paying for a vehicle and adjusted regularly as market conditions change. For new automobiles, KBB also provides information about a car's MSRP and dealer invoice price. For used cars, KBB provides retail value, certified pre-owned value, trade-in value and private party value. Kelley Blue Book also offers expert and consumer vehicle reviews and ratings, and 5-Year Cost to own information for new cars.

KBB is the only vehicle valuation and information source trusted and relied upon by both consumers and the automotive industry. Each week the company provides the most market-reflective values in the industry on its top-rated website KBB.com. Kelley Blue Book’s KBB.com ranked highest in its category for brand equity by the 2014 Harris Poll EquiTrend study and has been named Online Auto Shopping Brand of the Year for three consecutive years.

Today most of the customers rely on Kelley Blue Book for car evaluation and reviews. Considering this in view, I created a survey report which describes KBB customer satisfaction. First I started with visiting website when customer buying new car, KBB lists all cars models with reviews and price on daily basis. When considering buying a car customer will look for many options like car value, reviews, reliability etc. All the information about the new cars are provided in KBB. Rating scale for this question includes “Always” which means customer always visits KBB for car reviews or price. “Mostly” means most of the times customer visit, which actually means customer majorly consider KBB and also he looks into other sources rarely. “Sometimes” which means customer considering KBB and also other sites. “Rarely” means customer considering other sites majorly and very rarely customer visiting KBB. “Never” means customer will never visit.
KBB posts car reviews by experts once car is released into market. Next question I asked is focused on the reviews of the cars. Customer satisfied with the reviews posted on each car. Attributes for this are