Iron Mountain Incorporated
ironmountain.com ↗In their words
“I expect our 2025 churn to be below where we've been historically running...it's going to be 5% maybe even a little bit lower than that”
“Churn during the quarter was a more normal 1%, but this will vary over time”
“Churn in the quarter was about 1.4%, when normalized with a phoenix moveouts, which were anticipated when we acquired IO last year.”
Disclosed NPS over time
Every Net Promoter Score Iron Mountain Incorporated has published, by date.
NPS disclosures (6)
Iron Mountain uses Net Promoter Score (NPS) to measure customer satisfaction and loyalty
Iron Mountain uses Net Promoter Score in customer relationship surveys to measure satisfaction.
A customer Net Promoter Score of +54.2
…below: STRATEGIC OBJECTIVE MEASURE PERCENTAGE OF SHORT- TERM INCENTIVE TARGET BONUS GOALS RESULTS PAYOUT % (1) Customer-Centric Culture Net Promoter Score 10% Threshold (25%) Target (100%) Maximum (125%) 14.1 0% 16 17.5 19 Innovation Organic…
…MEASURE PERCENTAGE OF SHORT- TERM INCENTIVE TARGET BONUS GOALS RESULTS PAYOUT % (1) Customer- Centric Culture Net Promoter Score 10% Threshold (25%) Target (100%) Maximum (125%) 16 125% 10 11 11.3 Innovation Organic revenue from validated…
Retention disclosures (66)
Churn (Data Center): 2% (Q2 2026) — “Churn 2.0 % ... Rental Churn Rate - Represents data center leases which are not renewed or are terminated during the period.”
Retention rate (Records Management): 93.4% (Q2 2026) — “Records Management Retention Rate 93.4 % ... Calculated as one minus the result of dividing the total number of cubic feet of records removed...”
Churn (Data Center): 0.4% (Q1 2026) — “Churn 0.4 % ... Rental Churn Rate - Represents data center leases which are not renewed or are terminated during the period.”
Churn (Data Center): 1.7% (Q4 2025) — “Churn 1.7 % ... Rental Churn Rate - Represents data center leases which are not renewed or are terminated during the period.”
Retention rate (Records Management): 93.3% (Q4 2025) — “Records Management Retention Rate 93.3 % ... Calculated as one minus the result of dividing the total number of cubic feet of records removed...”
Retention rate (Records Management): 93.2% (Q3 2025) — “Records Management Retention Rate 93.2 % ... Calculated as one minus the result of dividing the total number of cubic feet of records removed...”
Churn (Data Center): 0.5% (Q2 2025) — “Churn 0.5 % ... Rental Churn Rate - Represents data center leases which are not renewed or are terminated during the period.”
Retention rate (Records Management): 93% (Q2 2025) — “Records Management Retention Rate 93.0 % ... Calculated as one minus the result of dividing the total number of cubic feet of records removed...”
Churn (Data Center): 0.3% (Q1 2025) — “Churn 0.3 % ... Rental Churn Rate - Represents data center leases which are not renewed or are terminated during the period.”
Retention rate (Records Management): 92.9% (Q1 2025) — “Records Management Retention Rate 92.9 % ... Calculated as one minus the result of dividing the total number of cubic feet of records removed...”
Churn (Data Center): 5% (FY2025 (expected)) — “I expect our 2025 churn to be below where we've been historically running...it's going to be 5% maybe even a little bit lower than that”
Churn (Data Center): 4.4% (Q4 2024) — “Churn 4.4 % ... Rental Churn Rate - Represents data center leases which are not renewed or are terminated during the period.”
Retention rate (Records Management): 92.6% (Q4 2024) — “Records Management Retention Rate 92.6 % ... Calculated as one minus the result of dividing the total number of cubic feet of records removed...”
Churn (Data Center): 0.5% (Q3 2024) — “Churn 0.5%”
Retention rate (Records Management): 92.7% (Q3 2024) — “Records Management Retention Rate 92.7 %”
Churn (Data Center): 1.2% (Q2 2024) — “Churn 1.2%”
Retention rate (Records Management): 92.8% (Q2 2024) — “Records Management Retention Rate 92.8 %”
Churn (Data Center): 0.9% (Q1 2024) — “Churn 0.9%”
Churn (Data Center): 1.7% (Q4 2023) — “Churn 1.7 % ... Rental Churn Rate - Represents data center leases which are not renewed or are terminated during the period.”
Retention rate (Records Management): 92.9% (Q4 2023) — “Records Management Retention Rate 92.9 % ... Calculated as one minus the result of dividing the total number of cubic feet of records removed...”
Churn (Data Center): 1% (Q3 2023) — “Rental Churn Rate - Represents data center leases which are not renewed or are terminated during the period.”
Iron Mountain has maintained consistent customer retention of approximately 98% over the years.
Churn (Data Center): 1.4% (Q2 2023) — “Churn 1.4%”
Retention rate (Records Management): 92.8% (Q2 2023) — “Records Management Retention Rate 92.8 %”
Churn (Data Center): 1.5% (Q1 2023) — “Churn 1.5 %”
Retention rate (Records Management): 93% (Q1 2023) — “Records Management Retention Rate 93.0 %”
Churn (Data Center): 0.2% (Q4 2022) — “Churn 0.2%”
Retention rate (Records Management): 93.3% (Q4 2022) — “Records Management Retention Rate 93.3 %”
Retention rate (Records Management): 93.4% (Q3 2022) — “Records Management Retention Rate 93.4 %”
Churn (Data Center): 0.6% (Q2 2022) — “Churn 0.6 %”
Churn (Data Center): 2% (Q1 2022) — “Churn 2.0 %”
Retention rate (Records Management): 93.8% (Q1 2022) — “Records Management Retention Rate 93.8 %”
Churn (Data Center): 0.8% (Q4 2021) — “Churn 0.8 %”
Retention rate (Records Management): 94.1% (Q4 2021) — “Records Management Retention Rate 94.1 %”
Iron Mountain reports a 98% customer retention rate.
Churn (Data Center): 1.9% (Q2 2021) — “Churn 1.9 % ... Rental Churn Rate - represents data center leases which are not renewed”
Churn (Data Center): 2.3% (Q1 2021) — “Churn 2.3 % ... Rental Churn Rate - represents data center leases which are not renewed”
Retention rate (Records Management): 94.4% (Q1 2021) — “Records Management Retention Rate 94.4 %”
Churn (Data Center): 3.9% (Q4 2020) — “Churn 3.9 % ... Rental Churn Rate - represents data center leases which are not renewed”
Retention rate (Records Management): 93.7% (Q4 2020) — “Records Management Retention Rate 93.7 %”
Churn (Data Center): 1.6% (Q3 2020) — “Churn 1.6 % ... Rental Churn Rate - represents data center leases which are not renewed”
Retention rate (Records Management): 94.1% (Q3 2020) — “Records Management Retention Rate 94.1 %”
Churn (Data Center): 0.8% (Q2 2020) — “Churn 0.8 % ... Rental Churn Rate - represents data center leases which are not renewed”
Retention rate (Records Management): 93.7% (Q2 2020) — “Records Management Retention Rate 93.7 %”
Churn (Data Center): 0.5% (Q1 2020) — “Churn 0.5 % ... Rental churn is calculated based on the MRR terminated in the period”
Retention rate (Records Management): 93.5% (Q1 2020) — “Records Management Retention Rate 93.5 %”
Churn (Data Center): 1.5% (Q4 2019) — “Churn 1.5 % ... Rental Churn Rate - represents data center leases which are not renewed”
Retention rate (Records Management): 93.6% (Q4 2019) — “Records Management Retention Rate 93.6 %”
Churn (Data Center): 2.4% (Q3 2019) — “Churn 2.4 % 0.7 % 5.1% 0.8% 1.1%”
Retention rate (Records Management): 93.5% (Q3 2019) — “Records Management Retention Rate 93.5 % 93.6 % 93.4% 93.4% 93.6%”
Churn (Data Center): 1% (Q2 2019) — “Churn during the quarter was a more normal 1%, but this will vary over time”
Churn (Data Center): 0.7% (Q2 2019) — “Churn 0.7 % 5.1% 0.8% 1.1% 0.8%”
Retention rate (Records Management): 93.6% (Q2 2019) — “Records Management Retention Rate 93.6 % 93.4% 93.4% 93.6% 93.8%”
Churn (Global Data Center): 1.4% (Q1 2019) — “Churn in the quarter was about 1.4%, when normalized with a phoenix moveouts, which were anticipated when we acquired IO last year.”
Churn (Data Center): 5.1% (Q1 2019) — “Churn 5.1% 0.8% 1.1% 0.8% 0.7%”
Retention rate (Records Management): 93.4% (Q1 2019) — “Records Management Retention Rate 93.4% 93.4% 93.6% 93.8% 94.0%”
Churn (Global Data Center): 3.2% (2018) — “The leasing was primarily enterprise in Federal Government customers in churn remains quite manageable at 3.2% in 2018.”
Churn (Global Data Center): 1% (Q3 2018) — “Year-to-date, we have executed 6.3 megawatts of new and expansion leases primarily with enterprise customers and the federal government while churn in the quarter was less than 1%.”
Retention rate (Global Data Center Business): 98% (annual) — “~98% annual customer retention rate”
Retention rate: 98% (Q4 2016) — “98% customer retention. So, the average customer stays with us for 50 years”
Retention rate: 90% — “Durable storage (90% renewal rate)”
Churn (Document Storage): 2% (annual) — “Less than 2% annual volume loss from terminations”
Churn: 6.3% (Q2 2015) — “annual volume churn rate of 6.3% as of Q2 2015”
Retention rate: 92.6% (YTD 2014) — “Volume Retention Rate (RM Global) 92.6%”
Churn: 2% (annual) — “annual losses of less than 3% (on a volume basis) attributable to customer terminations”
Retention rate (Enterprise Storage): 98% — “Customer retention ~98%”
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About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.