Thomas Built Buses Once Again Earns Top Customer Service Score

Thomas Built Buses announced this week that the company and its dealer network have once again achieved a “World Class” Net Promoter Score (NPS). This classification is the highest achievement any company can earn in its NPS, a feat Thomas Built has accomplished for the past eight years.

“At Thomas Built Buses, our commitment is to always strive for excellence, and it’s demonstrated by achieving a world-class Net Promoter Score for the eighth consecutive year,” said Kevin Bangston, president and CEO of Thomas Built. “Always inspired to innovate how to best put the needs of our students first, we are extremely proud of this accomplishment and thank our dealer network for their dedication to customer satisfaction every step of the way.”

In 2022, Thomas Built announced a new customer experience and service organization that specializes in unparalleled customer service for both dealer partners and customers. By leveraging Thomas Built’s stellar reputation, top-notch talent, shared resources from Daimler Truck North America and brand partners, and a steadfast commitment to diversity, equity and inclusion, the company is poised for continued success in the years to come, company officials said.

Thomas Built’s high score was achieved through positive customer feedback received upon delivery of school buses throughout 2022. This score reflects the company’s excellent customer service and superior dealer network support.

The NPS is the most widely used indicator of customer loyalty on the market. On a scale of 0 to 10, customers are asked how likely they are to recommend Thomas Built to a friend or colleague. Net Promoter Scores above 50 are considered “Excellent.” Scores above 80 are considered “World Class.”