Thomas Built Buses Receives Top Customer Feedback Rating
Through customer surveys completed on the delivery of school buses in 2018, the manufacturer achieves the highest category of Net Promoter Score.
Through customer surveys completed on the delivery of school buses in 2018, Thomas Built Buses achieved the highest category of Net Promoter Score.
Through customer surveys completed on the delivery of school buses in 2018, Thomas Built Buses achieved the highest category of Net Promoter Score.
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.
More Management
School Bus Contractors Expand Through New Deals, Acquisitions & Partnerships
STA's Canadian division acquires Ontario-based G&L Stevenson Transport while Durham School Services adds a new district contract in California, First Student adds a New Jersey contract, and Minnesota Coaches acquires Halo Transportation.
Read More →
Logan Bus Company Rolls Out AI Phone System for NYC School Bus Families
A summer pilot found that AI agents could handle most routine calls, freeing up time for customer service staff to focus on emergencies and complex family concerns.
Read More →
From Intent to Impact: What I Learned About Leadership from TAPT
A Texas transportation supervisor shares lessons on self-awareness, accountability, managing stress and building trust — and why investing in leadership development matters at every stage of your career.
Read More →
NAPT Names 2026 Award Recipients
Who earned national recognition for their work in student transportation? This year, NAPT named five recipients of its 2026 awards for service, safety, and leadership.
Read More →
2026 State of Student Transportation Report
Driver shortages. Rising costs. Growing safety expectations. More data, but not enough time to act on it. The 2026 State of Student Transportation Report reveals what transportation leaders say is putting the most pressure on their operations—and where they’re investing next. See how your priorities compare.
Read More →
How to De-Escalate an Angry Person: 5 Steps for Handling Workplace Conflict
What makes emotions run high, and how should you handle an angry colleague or parent? Follow these steps for staying calm, listening, showing empathy, and resolving conflict.
Read More →
What Readiness Looks Like This School Year
Learn about the challenges shaping the 2026–2027 school year, from persistent driver shortages and budget pressure to technology and readiness gaps. See how school districts are responding and adapting in Zonar’s 2026 Back-to-School Readiness Report.
Read More →
Changing Lanes: Executive Moves at Summit School Services, Zum, STA, Cummins, Transit Technologies, Driventic, & Cadex
See who's been hired, promoted, and appointed to leadership positions at various school transportation industry suppliers and private contractors.
Read More →
Industry Moves: Companies Expand Fleet Service & EV Infrastructure Footprints
The new facilities and regional hubs could mean faster access to shop equipment, charging support, and transportation technology for fleet operators.
Read More →
Doing More With Less: How Transportation Directors Can Prioritize Safety Amid Budget Uncertainty
With diesel prices soaring and nearly one-third of transportation directors expecting budget cuts, maintaining student safety has never been more challenging. Download this guide to learn how leading districts are prioritizing risk, funding critical safety technology, and building stronger budget cases with data.
Read More →