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Multinational Self-Storage Organization Increases Review Volume by 228X

Customer

Industry

Year

Background

As a pioneer in the self-storage industry, this multinational storage space vendor opened its first self-storage facility in 1972. Today it operates thousands of unique and diverse company-owned locations in the United States and Europe, totaling more than 142 million net rentable square feet of real estate. Additional self-storage facilities add about 28 million rentable square feet of commercial and industrial space.

Recognizing that longevity and success in the storage industry shouldn’t be taken for granted, the organization enlisted the help of an online reputation management (ORM) solution provider to improve their Reputation Score, increase review requesting and responding, boost online review volume and learn how to manage and improve customer experience using insights from online reviews.

Challenges

This leading storage space vendor had little to no insight into customer sentiment about their facilities in various locations. With suboptimal (4.0) average ratings and a low overall Reputation Score (77), they knew they needed a systematic approach to requesting and responding to reviews.

The challenge would be empowering managers at each location with the tools, templates and training necessary to implement a consistent process.

Storage Industry Quick Facts

Solution

Reputation.com made it easy for the team at this organization to monitor and respond to reviews for all its storage facilities. The platform monitors reviews across search, maps and hundreds of review sites from a single dashboard. Then it aggregates the data and sends alerts to the team in real time. Additionally, location managers can leverage approved templates to streamline and standardize review response across locations.

By pulling all data into a single dashboard for analysis and reporting, location managers are armed with the information they need to make data-driven improvements that help to optimize customer experience.

Results

Since implementing Reputation.com, this multinational self-storage company has seen impressive results:

  • Online review volume skyrocketed from 1,635 to 372,600
  • Positive reviews increased by 10%
  • Average star rating improved from 4.4 to 4.8
  • Reputation Score increase 650 points, from 77 to 727

 

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