What you said
Written by katie test davis
We send a client survey every year, but this time, after a tough 2025 for all of us, the results hit differently.
We went in expecting the typical data on deliverables, deadlines and metrics.
What we found was that, in a year marked by twists, turns and uncertainty, you valued our steadiness and trusted our strategies. Our results showed we were the steady hand our partners could rely on. This feedback has us ready to jump into action this year to support you with the exact level of care and consistency you need.
I’m also incredibly proud to share that our Net Promoter Score jumped 11 points this year. We remain way (way) above the industry standard.
But, as always, I want to show our work and dive deep.
So here’s a closer look at what we learned from you in our survey this year.
You see reliability as our superpower.
Reliability is one of the most valuable things we offer. It may not be flashy, but it creates trust and matters to you. We take that seriously!
100 percent of clients agreed that "When Forthright says they are going to do something, they do it.”
That kind of consistency matters because when your organization is in the throes of chaos, you need partners who give you peace of mind. You need to know your agency will not only deliver, but also that we’ll think it all the way through with you.
You value strategy and brainpower, and we bring it.
Last year, we set out to make sure our clients see the strategy and leadership behind our execution. It worked.
100 percent of you agreed we "propose useful, actionable solutions" and also "use current research."
You love our frameworks and our strategic insights. You told us it's not just about the final result or document that lands in your box, it’s about the thinking that helped build it.
We help you feel confident in the strategy behind decisions.
Our approach can help create safety for you.
We noticed a subtle but important shift last year: our partners were under more pressure than ever. The stakes for every piece of communication felt higher.
That caution showed up in the survey results as a desire for more safety. You crave more review rounds, more “let's just double check that.”
Our survey showed that a thoughtful process feels like safety in a wobbly environment.
We’re on it in 2026. We want to keep making sure you feel secure every step of the way, so that the work feels just right.
That’s also why we’re doubling down on our core value of being data-driven. Research grounds us when we’re feeling extra cautious or opinions are flying around. You know you can count on our recommendations, because our team of data queens has asked the right questions, *really* dug for the facts and smartly analyzed them.
Moving forward, when we’re scoping projects, we’re going to ask more questions about what processes will help us maintain safety, together. We want to get it right with you.
In 2026, we’re focused on resilience through clarity.
Lastly, we asked a new question about what you see as your biggest challenges this year.
We heard that you’re navigating rapid policy shifts, feeling the weight of uncertainty, worrying about the unjust unraveling of DEI and fighting back against rampant misinformation. On top of that, you have big goals and limited capacity.
We’re taking your answers to heart, and we know it’s heavy work.
But here’s what we also see behind your answers and as we work alongside you: You’ve got this.
You’re staying focused on your mission.
You’re being incredibly thoughtful – prioritizing strategy and intentionality over reactivity.
We’re ready to be your partners in clarity in 2026, working to keep helping you steadily hold the line on your values AND reach your goals.
Reach out anytime!
PS - Speaking of being your partner in all things, did you hear that we launched a recruiting service? Let us find your next communication director for you.
