NMBS still supporting Troy members six months on from the business’s closure

The buying society has carried out a Net Promoter Score assessment, which shows what the new customers make of the change to NMBS.

Six months ago, major UK buying group Troy (UK) Limited went into administration. The independent engineering distributor was founded in 1986, serving the engineering, industrial and trade sectors.

Its demise was the latest shockwave to hit the market, already feeling the impact of inflation, rising borrowing rates and uncertain trading conditions within the merchanting and building supplies sector.

But there are glimpses of positivity in this tale too. As the news about Troy’s administration spread, NMBS stepped forward to offer immediate support to both independent merchants and suppliers within Troy’s member community.

Since then, real progress has been made. Some 159 of Troy’s members have now successfully moved to NMBS. This showcases the successful transition that many members have made to NMBS, which has been critical to preserving the relationships between suppliers and independent merchants.  

Almost 140 former Troy suppliers have now formalised agreements with NMBS. Many former Troy merchants are enjoying the practical and financial advantages of NMBS membership. With purchases flowing again, merchants are benefiting from consistent rebate payments with the same supplier relationships they had with Troy.

This shift has allowed members and suppliers to continue doing business with minimal interruption. Centralised support through NMBS’s platforms, including simplified credit, invoice handling and product data access, has helped former Troy stakeholders retain momentum and avoid downtime.

As part of the induction process, NMBS wanted to understand what really matters to its newest members. As part of this, former Troy members were asked to take part in an independent Net Promoter Score survey, conducted by Six Pillars Consulting, to gather unfiltered views on how the transition was working in practice.

New members joining from Troy returned a NPS of 55 indicating notably high satisfaction levels and a strong endorsement of NMBS service quality and support. These scores are far above the average benchmark for B2B organisations, where typical NPS scores often sit in the 30-40 range. The aim is to get new members quickly up to even higher levels, as existing NMBS members from the same sectors score an exceptional 67.

Respondents praised the successful introduction to NMBS, especially during the influx of so many new members that the Troy administration caused. Other respondents also commented on the strong relationships that have already been built with the team and the extensive stock range that NMBS provides access to.

One respondent added: “When we joined NMBS in February 2025, following the closure of Troy, we honestly didn’t know what to expect. We’d been with our previous buying group for nearly 40 years and thought it suited us well. But almost immediately we saw the difference. Our team attended the NMBS Exhibition and left full of ideas and impressed by the professionalism and opportunities on offer. Looking back, we wish we’d made the move sooner."

This detailed listening process is part of NMBS’s commitment to transparency and member engagement. Those who gave a score below eight out of ten were contacted personally by the NMBS team to discuss any concerns and to agree on actions to improve their experience.

Chris Hayward, CEO at NMBS, said: “This has been a powerful demonstration of NMBS’s role in action and how we strive to support the independent sector and its suppliers as much as possible. The ability to preserve supplier access while introducing new financial benefits to the Troy community has been critical to this successful transitional period.

“We’re proud of the momentum so far and grateful to the suppliers and merchants who have chosen to continue their journey with us.

“I’d like to take this opportunity to thank the whole NMBS team for its hard work over the last six months, which has allowed this situation to be handled efficiently and with as little impact to our new suppliers and merchants as possible. The high NPS scores and strong member feedback are a testament to their efforts to ensure this transition was not just seamless but also as supportive as possible for our new members.”