2026 Annual Client Satisfaction Results: Our Net Promoter Score Reaches +90

Jenn Rothenberg
March 30, 2026

At Financial Recovery Technologies, service is more than a support function, it’s a core part of our operating philosophy. Every year, we ask our clients for candid feedback to help us measure the quality of our service and identify opportunities to improve. We are proud to share highlights from our 2026 client satisfaction survey and the results that reflect our team’s continued commitment to delivering exceptional client experiences.

  • 98% are Highly Satisfied & Satisfied with FRT (89% are Highly Satisfied)

  • +90 Net Promoter Score (NPS)

  • 98% are Highly Satisfied & Satisfied with their FRT Service Account Manager (92% are Highly Satisfied)

For the Third Consecutive Year, Our NPS Exceeds Industry Benchmarks

One of the most significant findings from this year’s survey is our Net Promoter Score (NPS) of +90, an increase from +76 in 2025. The improvement reflects the trust our clients place in FRT and the strength of the relationships we build through proactive service, transparency, and responsiveness.

For the third consecutive year, our NPS has significantly exceeded financial services industry averages. While many organizations view client satisfaction as a metric, we see it as a reflection of our ability to consistently deliver value and earn our clients’ confidence year after year.

What Is Net Promoter Score and Why Does It Matter?

Net Promoter Score is one of the most widely used measures of client loyalty. It is calculated based on responses to a simple question: “How likely are you to recommend FRT to a colleague or peer?”

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.

The final NPS is calculated by subtracting the percentage of detractors from the percentage of promoters, resulting in a score that can range from -100 to +100. A score of +90 reflects an exceptionally high level of client loyalty and satisfaction.

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.

Service Continues to Be a Key Differentiator

We believe our results are driven by a combination of specialized class action expertise, operational excellence, and a service model built around dedicated account management. Our account managers serve as an extension of our clients’ teams, providing guidance, answering questions, and helping ensure each client receives the highest level of support possible.

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:

Very professional, friendly, approachable, helpful.

 

[AM] is always incredibly helpful and quick to respond to our queries.

 

[AM] is incredibly responsive and has a deep understanding of our organization’s unique needs. Her support is always prompt and effective whenever requested.

 

We are quite glad to have engaged with FRT about a year ago. The relationship is going very well. Thank you!

 

We recently onboarded with FRT after being with a previous class actions administrator and I cannot quantify the difference in client experience. We are absolutely delighted with the service received to date and FRT really are the best.

 

ABOUT FINANCIAL RECOVERY TECHNOLOGIES
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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.