Iron Mountain doubled NPS survey response rates with two simple changes to their survey invite. In doing so they increased internal confidence in their analysis and internal engagement with the feedback process overall.
First, they changed the email invite “from” name to a real person, not a department.
Second, they radically slimmed down the wording in the invite and embedded the first question in the invite itself.
These were great outcomes for their Net Promoter program, so we sat down with two of Iron Mountain’s Australian customer experience managers to discover exactly what they did.