This is just the point in summary here, people are looking for assurance that their information and funds is in safe hands, because the way scammers are on the rampage now on the internet, till proven otherwise, you just can't believe anything you see if not you will pay a bitter price when you have been scammed of your asset, that's why verbal assurance is not acceptable in things like this, more assurance is needed like reputation, prove of work done in the past and some reputable members testimonies on their experience when using your services is greatly needed.
You're just trying to go into details in explaining that many individuals that will likely be coming for this service will want to be sure that theres trust here, let's not forget that no one will be happy to lose his wallet especially when there is much fund in it and it will be worst if now finally get scammed while trying to recover the said wallet, I know this firm will be wondering why all this numerous trust, yea there should be because trust is something no one should joke with, wallet is very sensitive which I have mentioned before, so it shouldn't be a surprised if people keep trying to get more clarity on things that relate to it's possible recovery just as the company said there service is.