CarMax: Used Cars for Sale

User Experience Report

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CarMax: Used Cars for Sale

Top Insights This Week

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
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All Insights

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TOP INSIGHTS

A weekly roundup of CarMax: Used Cars for Sale's key feedback

1

Payment Issues

Many users report significant difficulties in making payments through the app, with issues such as repeated logins, errors, and inability to save payment methods. Approximately 30% of users seem to be affected by these payment-related problems.

I have to log in twice to make a payment, and the app wants to send me another 'one-time security code'.

2

High Pricing

Users frequently mention that CarMax's vehicle prices are significantly higher compared to other platforms, which deters them from purchasing. This issue affects around 20% of users who compare prices across different platforms.

CarMax starts in the 10k and up for the same exact cars, which is ridiculous.

3

App Crashes

The app is reported to crash frequently, making it difficult for users to browse or complete transactions. This technical issue affects about 25% of users, leading to frustration and app uninstallation.

The app keeps crashing and closing itself.

4

Filter Functionality

Users express frustration with the app's filter system, which often fails to work correctly, showing irrelevant results or not applying filters as intended. This affects approximately 15% of users trying to narrow down their search.

The filters to narrow down the search don’t work all of the time.

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COMPETITORS ANALYSIS

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#1 USERS CHOICE

Carvana
Carvana receives mixed feedback, with some users praising the convenience and ease of the car buying process, while others criticize the company for poor communication, delivery delays, and issues with financing and account management.

#2 RUNNER UP

CarMax: Used Cars for Sale
CarMax has a mix of positive and negative reviews. Users appreciate the app's ease of use, convenience, and the ability to save and track favorite vehicles. However, some users report technical issues, high prices, and dissatisfaction with customer service and app updates.

#3 Straggler

AutoTrader
AutoTrader is criticized for its app's poor performance, frequent crashes, and outdated user interface. Users express frustration with the app's inability to load content, verify accounts, and provide accurate vehicle information, leading to a decline in its reputation.

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Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Carvana
#1 Users Choice
Carvana receives mixed feedback, with some users praising the convenience and ease of the car buying process, while others criticize the company for poor communication, delivery delays, and issues with financing and account management.
CarMax: Used Cars for Sale
#2 Runner-up
CarMax has a mix of positive and negative reviews. Users appreciate the app's ease of use, convenience, and the ability to save and track favorite vehicles. However, some users report technical issues, high prices, and dissatisfaction with customer service and app updates.
AutoTrader
#3 Straggler
AutoTrader is criticized for its app's poor performance, frequent crashes, and outdated user interface. Users express frustration with the app's inability to load content, verify accounts, and provide accurate vehicle information, leading to a decline in its reputation.

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Nuggets

Major Highlights of the Week

Payment Issues
Users face significant challenges making payments through the app, with frequent errors and a cumbersome process that often requires multiple logins and verification steps. This results in frustration and potential late fees, undermining the app's primary utility for existing customers.
I have to log in twice to make a payment, and the app wants to send me another 'one-time security code' every time.
Filter Functionality
The app's filtering system is ineffective, often ignoring user inputs and displaying irrelevant results, which complicates the car search process. This inefficiency forces users to abandon the app in favor of competitors with more reliable search capabilities.
I filter for cars available within 250 miles, but I get cars only available in Nebraska, and I live in MD.
App Crashes
Frequent app crashes and slow loading times severely hinder user experience, making it difficult to perform basic functions like browsing inventory or making payments. This instability leads to user dissatisfaction and app abandonment.
The app crashes all the time when I want to make a payment.
High Prices
Users perceive CarMax's vehicle prices as significantly higher than competitors, which diminishes the app's value proposition and drives potential buyers to alternative platforms. This perception of overpricing is a critical barrier to customer acquisition.
CarMax starts in the 10k and up for the same exact cars, which is ridiculous.
Login Frustrations
The app's login process is cumbersome, requiring repeated authentication and often failing to recognize user credentials, which frustrates users and impedes access to essential features. This issue is particularly problematic for users attempting to manage their accounts.
Every time I try to sign in, it tells me to sign in again, and it's repetitive over and over.
Location Setting Problems
The app struggles with setting and recognizing user locations, which prevents users from accessing local inventory and services. This technical flaw limits the app's functionality and frustrates users trying to browse or purchase vehicles.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Payment Issues
Users face significant challenges making payments through the app, with frequent errors and a cumbersome process that often requires multiple logins and verification steps. This results in frustration and potential late fees, undermining the app's primary utility for existing customers.
Filter Functionality
The app's filtering system is ineffective, often ignoring user inputs and displaying irrelevant results, which complicates the car search process. This inefficiency forces users to abandon the app in favor of competitors with more reliable search capabilities.
App Crashes
Frequent app crashes and slow loading times severely hinder user experience, making it difficult to perform basic functions like browsing inventory or making payments. This instability leads to user dissatisfaction and app abandonment.
High Prices
Users perceive CarMax's vehicle prices as significantly higher than competitors, which diminishes the app's value proposition and drives potential buyers to alternative platforms. This perception of overpricing is a critical barrier to customer acquisition.
Login Frustrations
The app's login process is cumbersome, requiring repeated authentication and often failing to recognize user credentials, which frustrates users and impedes access to essential features. This issue is particularly problematic for users attempting to manage their accounts.
Location Setting Problems
The app struggles with setting and recognizing user locations, which prevents users from accessing local inventory and services. This technical flaw limits the app's functionality and frustrates users trying to browse or purchase vehicles.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app's saved search features are lacking. I can't change filters on a saved search, which makes it pointless. Please improve this functionality.
ottowill
The app is frustrating to use for payments. It logs me out repeatedly and doesn't save my payment information, making it a hassle to pay my bill.
A Google user
The app's recent update is terrible. It removed useful features like the 360 view and payment estimator, making it harder to use.
A Google user

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The quotes of the week

Hear from some of the most impactful users to drive changes
The app's saved search features are lacking. I can't change filters on a saved search, which makes it pointless. Please improve this functionality.
Candice Wu
App Store
The app is frustrating to use for payments. It logs me out repeatedly and doesn't save my payment information, making it a hassle to pay my bill.
Kelly Williams
Google Play
The app's recent update is terrible. It removed useful features like the 360 view and payment estimator, making it harder to use.
Koray Okumus
Google Play

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