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Thomas Built Buses Receives “World Class” Net Promoter Score

Contact: Jennifer.Edwards@daimler.com or Katja.Bott@daimler.com 

HIGH POINT, N.C. – (February 5, 2018) –Thomas Built Buses, the leading manufacturer of school buses, and its dealer network, has received top marks from its customers, resulting in an outstanding Net Promoter Score℠ (NPS®) for 2017. Through research conducted by The Daniel Group, Thomas Built has achieved a “World Class” NPS, which is any score within the range of 70 – 100. Being classified as “World Class” is the highest achievement that a company can receive through their NPS.

Thomas Built’s NPS was gained through positive customer feedback, based on an ongoing series of surveys completed upon the delivery of school buses throughout the year. This score reflects the company’s superior customer service and training, top notch dealer network support, delivery quality and parts selection, among other indicators. 

“Thomas Built Buses still maintains many of the core values that were instilled in the company 100 years ago, including a legacy of excellence, passion, integrity, commitment to safety, and doing things right,” said Caley Edgerly, president and CEO of Thomas Built Buses. “All of us at Thomas Built Buses and within our dealer network strive for continuous improvement. We strive to be better, to build better buses, to provide better service and to continually meet the growing needs of the school bus industry. 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 zero to 10, customers are asked how likely they are to recommend Thomas Built Buses to a friend or colleague. Net Promoter Scores over 50 are considered “Excellent.”  Scores above 70 are considered “World Class.”

Thomas Built Buses’ performance compares favorably to many NPS leaders in North America, including Southwest Airlines and Amazon ranked as “Excellent,” and Apple and USAA with "World Class" scores.   


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 https://thomasbuiltbuses.com or at https://www.facebook.com/thomasbuiltbuses.  

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 zero to ten; nine and ten are promoters, seven and eight are passives and zero to six 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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