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Thomas Built Buses Earns World Class Net Promoter Score

HIGH POINT, N.C. — Through research conducted by the Daniel Group, Thomas Built Buses, Inc. and its dealer network once again have achieved a “World Class” Net Promoter Score (NPS) for 2019, which is any score within the range of 70-100.

This classification is the highest achievement any company can achieve through its NPS, the company announced on Feb. 10. Thomas Built Buses has earned a “World Class” NPS for the past four years.

Thomas Built’s NPS 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.

Thomas Built Buses
Thomas Built Buses has earned a “World Class” NPS for the past four years.

“Our Net Promoter Score is one metric that we use to gauge whether we are meeting our customers’ needs,” said Caley Edgerly, Thomas Built Buses president and CEO. “While we always strive to improve, I am extremely proud of our Thomas Built Buses team and dealer network for their continued commitment to quality products, personalized care and superior customer service.”

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., which is 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. It 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.


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