HIGH POINT, N.C. — Thomas Built Buses and its dealer network received high marks in customer surveys, resulting in a top Net Promoter Score for 2018, the school bus manufacturer announced on Monday.
Through research conducted by The Daniel Group, Thomas Built Buses achieved a “World Class” Net Promoter Score. The “World Class” rating, within the range of 70 to 100, is the highest that a company can receive in a Net Promoter Score.
Thomas Built Buses said that its Net Promoter Score, which was higher than the company’s rating in 2017, was gained through positive customer feedback received upon delivery of school buses throughout the year. This score reportedly reflects the company’s customer service and dealer network support, among other indicators.
“We are thrilled to once again this year receive a World Class NPS and to learn that our score increased over last year’s,” said Caley Edgerly, Thomas Built Buses president and CEO. “All of us at Thomas Built Buses and within our dealer network strive for continuous improvement, and this recognition is evidence that our customers are benefiting from our hard work. We are pleased that our commitment to quality products, personalized care, and customer service is reflected in this score.”
The Net Promoter Score is a widely used indicator of customer loyalty. On a scale of zero to 10, customers are asked how likely they are to recommend a company to a friend or colleague.