Thomas Built Buses Receives “World Class” Net Promoter Score Again in 2018


HIGH POINT, N.C. – January 28, 2019 – Through research conducted by The Daniel Group, Thomas Built Buses and its dealer network once again have achieved a “World Class” Net Promoter ScoreSM (NPS®) for 2018, which is any score within the range of 70 – 100.  This classification is the highest achievement any company can achieve through its NPS.

Thomas Built’s NPS, which was higher than the 2017 score, was gained through positive customer feedback received upon delivery of school buses throughout the year. This score reflects the company’s superior customer service and top-notch 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 benefitting from our hard work. We are pleased that our commitment to quality products, personalized care and customer service is reflected in this score.”

The NPS is the most widely-used indicator of customer loyalty. On a scale of 0 to 10, customers are asked how likely they are to recommend Thomas Built Buses to a friend or colleague. Net Promoter Scores above 50 are considered “Excellent.” Scores above 70 are considered “World Class.”


About Thomas Built Buses

Founded in 1916, Thomas Built Buses is a leading manufacturer of school buses in North America. Since the first Thomas Built bus rolled off the assembly line, the company has been committed to delivering the smartest and most innovative buses in North America. Learn more at or at

Thomas Built Buses, Inc., headquartered in High Point, N.C., is a subsidiary of Daimler Trucks North America LLC, the largest heavy-duty truck manufacturer in North America and a leading manufacturer of class 4-8 vehicles. Daimler Trucks North America produces and markets commercial vehicles under the Freightliner, Western Star and Thomas Built Buses nameplates. Daimler Trucks North America is a Daimler company.

About Net Promoter

The Net Promoter® Score (NPS) of a company is a common measure of customer loyalty and is calculated by taking the percentage of customers who are promoters (P) and subtracting the percentage who are detractors (D), based on their response to the ‘Ultimate Question:’ "How likely is it that you would recommend this company to a friend or a colleague?" Responses are measured on a scale of 0-10; 9 and 10 are promoters, 7 and 8 are passives and 0-6 are detractors. Companies that use the score find a tight link between profitable growth and NPS. In most industries, including financial services, retail, technology and telecommunications, the NPS leader has grown at more than twice the rate of the competition. A Net Promoter® system is a way of doing business that requires a true commitment by company leadership. It combines a reliable metric, loyalty economics and root cause analysis to form a virtuous cycle of closed-loop learning and action.

Net Promoter® is a registered trademark of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.


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