Thomas Built Buses Reports Ninth Year with "World Class" Score

Thomas Built Buses, a leading manufacturer of school buses in North America, announced the company and its dealer network have achieved a “World Class” Net Promoter Score (NPS) for the ninth consecutive year. This recognition is the highest accolade any company can attain in its NPS, a distinction Thomas Built Buses has sustained for nearly a decade.

“For almost 10 years, Thomas Built has prioritized excellence in customer experience (CX), reflected in our continuous achievement of a world-class Net Promoter Score,” said Anca Matache, general manager of CX and service at Thomas Built Buses. “In the last year, we refreshed the survey that goes out to our customers and created a dedicated one for Jouley, our electric school bus. We are currently piloting the latest artificial intelligence (AI) technology to aid in post-processing of survey data to provide specific, customized and actionable levers to our dealer network for continued improvement. As always, we extend our gratitude to our dealer network for their commitment to ensuring customer satisfaction at every turn.”

Thomas Built achieved the score based on positive customer feedback provided following school bus deliveries made throughout 2023. The NPS is widely recognized as the leading indicator of customer loyalty. On a scale of 0 to 10, customers are asked how likely they are to recommend Thomas Built to a friend or colleague. Scores above 50 are considered “Excellent,” while scores above 80 are deemed “World Class.”