UK SELF STORAGE INDUSTRY REPORT 2023
CUSTOMER SATISFACTION The majority of survey respondents view self storage as good value for money. However, the number of respondents that considered it poor value jumped during the pandemic and has remained at 19% this year. This was a period when operators were increasing prices due to low product availability and high demand. It will be interesting to see how value is perceived as the cost of living and inflationary pressures impact households and disposable income in 2023.
Customer satisfaction is higher than value for money, with 59% of customers very satisfied with their store. This is much higher than many other customer facing industries, especially when customers have limited options given the restriction of locations. When examining this over time, there was again a small increase in dissatisfaction last year and this did not correct itself this year.
SELF STORAGE
ANNUAL REPORT 2023
CUSTOMER SATISFACTION
100
2022 2021 2020 2019 2018
90
THOSE THAT CONSIDER SELF STORAGE GOOD VALUE FOR MONEY
80
70
70
2022 2021 2020 2019 2018
2023
60
60
50
50
40
2023
30
40
20
30
10
4 %
6 %
6 %
5 %
7 %
7 %
4 %
4 %
2 %
2 %
3 %
3 %
94 %
89 %
89 %
92 %
92 %
93 %
0
20
TOTAL SATISFIED
INDIFFERENT
TOTAL DISSATISFIED
%
10
60 %
20 %
20 %
66 %
66 %
66 %
68 %
14 %
16 %
19 %
19 %
61 %
18 %
21 %
21 %
12 %
17 %
17 %
0
YES
DON’T KNOW
NO
%
P. 88
P. 89
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