Thomas Built Buses Earns Top Customer Feedback Rating for Fifth Time

For the fifth year in a row, Thomas Built Buses and its dealer network received high marks in customer surveys, resulting in a top Net Promoter Score for 2020.

Through research conducted by The Daniel Group, Thomas Built 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, according to a news release from the school bus manufacturer.

Thomas Built Buses has earned a “World Class” Network Promoter Score for the past five years.

“2020 was a unique year, to say the least,” said Caley Edgerly, president and CEO of Thomas Built Buses. “While schools across the country wrestled with remote and in-person learning, districts across the country converted their school buses to mobile classrooms and food delivery vehicles. In a way, school buses became more important than ever for many districts. I am grateful to our dealers for their commitment to meeting customer needs in such a difficult year. As an industry we all came together, and I am honored that collectively, the Thomas Built Buses team was able to answer the call in such a positive way.”

Thomas Built said in the news release that its Net Promoter Score was gained through positive customer feedback, based on delivery of school buses throughout 2020. The score reportedly reflects the company’s customer service and dealer network support, among other indicators.

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.