Thomas Built Buses and its dealer network received high marks in customer surveys, placing the manufacturer and its dealers in the “Wold Class” ranking for 2017.
After the delivery of each Thomas school bus order, customers are asked to participate in a customer satisfaction survey. As part of the survey, the customer is asked on a scale of zero to 10, how likely they are to recommend the Thomas dealer and its products to a friend or colleague. This Net Promoter Score is the most widely used indicator of customer loyalty. The “World Class” rating, within a range of 70 to 100, is the highest a company can receive in a Net Promoter Score.
“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. “We are pleased that our commitment to quality products, personalized care, and customer service is reflected in this score.”
In addition to Thomas Built Buses overall dealer network Net Promoter Score, individual dealers are also awarded a ranking based on surveys from their specific customer base. Sonny Merryman Inc., Virginia’s Thomas bus dealer, received a 92.86% overall Net Promoter Score in 2017, naming the company as not only a “World Class” dealer but also landing the company in the top of school bus dealers nationwide.
“We take our customers’ feedback very seriously. Like our manufacturing partner, Thomas Built Buses, we have a commitment to excellence. Hearing our customers voice their approval of our product and customer support is extremely satisfying,” stated president and CEO of Sonny Merryman Inc., Floyd Merryman.
An independent agency, The Daniel Group, administers all Thomas Built Buses customer surveys to promote objectiveness and consistency across the dealer network. The group provides customer feedback services to many manufacturers and suppliers within the pupil transportation industry.