While its proprietary AI products and sticky client base set it apart from traditional IT firms, a hefty 40x valuation and high client concentration leave little room for error.
This difference shows up in client behaviour as well. Fractal’s net promoter score, used to gauge client satisfaction and advocacy, is above 80. According to the company, a score above 40 is considered great for a business-to-business firm. Existing clients continue to spend more over time, resulting in a net revenue retention rate consistently above 100%. Fractal’s AI systems are deeply embedded into customer workflows, making relationships far stickier than conventional outsourcing businesses.
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