2025 Annual Client Satisfaction Results: Why Net Promoter Score Matters

Jenn Rothenberg
April 9, 2025

At Financial Recovery Technologies, our service model is a core part of our operating philosophy, and we take pride in measuring it annually. We wanted to share highlights from our 2025 client satisfaction survey and showcase how our clients feel about working with FRT.

  • 98% are Highly Satisfied & Satisfied with FRT (83% are Highly Satisfied)

  • +76 Net Promoter Score (NPS)

  • 97% are Highly Satisfied & Satisfied with their FRT Service Account Manager (89% are Highly Satisfied)

For the second year in a row, our Net Promoter Score (NPS) is +76. You may be wondering, what is Net Promoter Score and why should I care? Is it a valuable metric or just business jargon?

NPS measures client loyalty. It is one of the simplest metrics we use to gauge client loyalty by asking a single question: ‘On a scale of 0-10, how likely are you to recommend our product/service to your peers and colleagues?’

Based on ratings, clients are placed into three groups:

  1. Promoters: Respondents who have given a 9 or 10 fall under the promoter group. They are more likely to actively recommend the product or service.
  2. Passives: Clients who give a 7 or 8 are passive – they aren’t your biggest champions, but they are not dissatisfied, either.
  3. Detractors: Clients who give anything below a 6 are detractors. They are unhappy with your service and may even discourage peers from using it.

To calculate Net Promoter Score, you simply take the percentage of Promoters and subtract the percentage of Detractors. The final score can range from -100 to +100.

With clients likely to recommend FRT to their peers, we believe our high NPS is emblematic of our strong client satisfaction, loyalty and service delivery standards. We also see NPS as a critical differentiator in a market where even the smallest details can carry big consequences for investors. Clients have a dedicated account manager who is responsive to feedback and ensures that clients receive the best possible experience and support. But don’t just take our word for it, here’s what some of our clients told us:

Your staff is always on top of the Class Action filings.

 

[AM] is always very responsive and helpful. Onboarding process was very smooth and always pleasant speaking with the team.

 

[AM] is a phenomenal addition to our internal team. Proactive and always generous with her time, she has been a game changer for us the last 2 years.

 

Our account manager is one of the best customer relationship managers I’ve worked with for any vendor.  He is knowledgeable, responsive, and a very clear communicator. Top notch.

 

Many thanks [AM] for the incredible daily support. Many thanks also to the whole legal team for the sound suggestions when needed.

 

 

 

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Founded in 2008, Financial Recovery Technologies (FRT) is a leading technology-based services firm that helps the investment community identify eligibility, file claims and collect funds made available in securities and other class action settlements. Offering the most comprehensive range of claim filing and monitoring services available, we provide best-in-class eligibility analysis, disbursement auditing and client reporting, and deliver the highest level of accuracy, accountability and transparency available. For more information, go to www.frtservices.com.

 

This communication and the content found by following any link herein are being provided to you by Financial Recovery Technologies (FRT) for informational purposes only and does not constitute advice. All material presented herein is believed to be reliable but FRT makes no representation or warranty with respect to this communication or such content and expressly disclaims any implied warranty under law. Opinions expressed in this communication may change without prior notice. Firms should always seek legal and financial advice specific to their unique situation and objectives.