According to a customer survey produced by independent agency The Daniel Group, Thomas Built Buses and its dealer network earned a “World Class” ranking for customer service in 2017.
Thomas Built Buses says after the delivery of each Thomas school bus order, customers are asked to participate in a customer satisfaction survey. As part of the survey, administered by The Daniel Group, 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,” says 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 also are awarded a ranking based on surveys from their specific customer base. Virginia’s Sonny Merryman Inc. was among the company’s highest ranked dealers with a 92.86 percent overall net promoter score in 2017.
“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 with our product and customer support is extremely satisfying,” says Floyd Merryman, president and CEO of Sonny Merryman Inc.
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.