Self Storage Report 2022-template-v8

SATISFACTION WITH SERVICE

ADDITIONAL SERVICES

When asked if they thought their store should offer additional services, 17% of customers said yes while 39% said they did not know. When given a list of potential services that could be offered, waste disposal was the most popular.

100%

90%

94%

93%

92%

92%

80%

89%

15%

WASTE DISPOSAL

70%

11%

MORE LIGHTING

60%

10%

SHELVING

9%

50%

EXTENDED/DIFFERENT OPENING TIMES

8%

ELECTRICITY/POWER

40%

7%

WI-FI

30%

PHONE APP FOR MANAGING YOUR ACCOUNT AND ACCESSING YOUR UNIT

6% 6% 6% 6%

20%

RECEIVING PARCELS ON YOUR BEHALF

10%

7%

6%

6%

5%

4%

HEATING

4%

3%

3%

2%

2%

0%

TOTAL SATISFIED

INDIFFERENT

TOTAL DISSATISFIED

LOGISTICS AND TRANSPORTATION

4% 4%

ONSITE HELP FROM STAFF

2018

2019

2020

2021

2022

OFFICE SPACE

3%

MORE LIFTS

Satisfaction levels dropped below 90% for the first time this year with a similar percentage point drop to that in the question of value. The industry historically has shown exceptional customer service once the customer is in store. This is evidenced through mystery shopping results as well as this survey. Next year’s results will help show if this is an anomaly or the start of a new trend. Dissatisfaction also rose slightly, but at 4% this is much lower than most other customer facing industries.

2% 2%

FULLY AUTOMATED STORE

BLUETOOTH ACCESS

1%

INSURANCE

0% 2% 4% 6% 8% 10% 12% 14% 16%

These results have not changed significantly from last year. The biggest change was lighting moving from 9% to 11%. This chart gives operators an idea of additional services that they could potentially charge customers for use as a value added service. Some operators do not like offering waste disposal as this can lead to overflowing bins and customers using the self storage store as a free dump for everything they don’t want. The cost of rubbish disposal is also rising.

96

95

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S E L F S T O R A G E A S S O C I A T I O N U K - C U S H M A N & W A K E F I E L D