Case Study: Extra Space Storage boosts NPS, slashes research costs and speeds case creation with Qualtrics

Extra Space Storage - Customer Case Study

Extra Space Storage is the second-largest owner/operator of self-storage properties in the U.S., managing 1,000 locations across 35 states with over 600,000 units. Facing data-collection and accuracy issues, the company needed a universal research platform and an automated case-creation process to support its voice-of-the-customer (VoC) program and improve customer experience.

By implementing the Qualtrics Research Suite, Extra Space centralized VoC management, captured NPS, integrated issue follow-up with Salesforce, and leveraged segmentation and feedback for product and event improvements. The program boosted NPS by 2–3% annually, cut outsourced research costs by 80%, reduced case-creation time by 70%, and extended high-value customer stays, increasing revenue.

Extra Space Storage

Alejandro Romero

Extra Space Storage