WFG National Title Insurance Co., a Williston Financial Group company, announced its final 2025 Net Promoter Score (NPS) results for direct operations.
WFG closed 2025 with an overall 4.9-star rating on a 5-point scale, holding strong year-over-year, and achieved a collective NPS of 94 across all direct operations. In a business environment where an NPS above 70 is widely regarded as “world-class” across all industries, WFG’s sustained score of 94 underscores the consistency, discipline and people-first mindset embedded across its operations, according to a release.
“These results validate a core belief we’ve held since day one: customer experience is not a differentiator, it’s the foundation,” Steve Ozonian, president and CEO of Williston Financial Group, said in a release. “When you commit to putting the customer at the center of everything you do, measure what matters and hold yourself accountable to high standards, the results follow. A 94 NPS is not just a number. It reflects trust earned, relationships strengthened and teams delivering at the highest level.”
The 2025 results reflect the collective efforts of WFG’s escrow, title, sales, and operations teams, supported by leadership that consistently reinforces service excellence and operational rigor.
“At its core, Net Promoter Score is a listening tool, and we take that responsibility seriously,” Marta Drobyn, SVP, director of customer experience, said. “Our teams don’t just collect feedback; they act on it. Sustaining a 94 NPS requires daily discipline, cross-functional collaboration and a genuine commitment to meeting customers where they are and continuously improving how we serve them.”
Net Promoter Score is widely regarded as the gold standard for measuring customer loyalty and satisfaction. WFG began formally tracking NPS in 2017, making 2025 the company’s eighth consecutive year of measuring, analyzing, and acting on customer feedback as part of its long-term customer experience strategy.