Case Study: National Storage Affiliates achieves 332% more reviews and higher ratings with Birdeye

How National Storage Affiliates improved their CX at scale with Birdeye

National Storage Affiliates (NSA) is a self‑administered real estate investment trust managing 784 self‑storage locations across the U.S. and Puerto Rico. NSA found their previous tenant‑experience vendor’s reporting and dashboard didn’t provide useful, location‑level visibility. In December 2018 they switched to Birdeye, implementing Birdeye Reviews and Birdeye Insights to centralize feedback and reputation management across their subsidiary brands.

Birdeye automated review requests (using SFTP contact uploads and location‑specific messaging), real‑time alerts, response workflows, and deep reporting so NSA’s corporate marketing team could monitor and act on trends. As a result, Birdeye helped drive a 332% increase in quarterly review count, an average rating boost of 0.3 stars (from 4.4 to 4.7), a 37% lift in Net Promoter Score, and an immediate ~40% jump in reviews—improving visibility and CX across all 784 locations.

National Storage Affiliates

Rob Loveless

Digital Marketing Specialist