Site Information • Section 9 As indicated in Chart 9.7, more than 60 percent of self-
storage customers rented from the first facility they con- tacted. Slightly more than 27 percent contacted one other facility before renting, and only 12.4 percent contacted more than one other facility.
What information do renters seek before choosing a
self-storage facility? Table 9.7 indicates that the majority of renters (80.9 percent) inquire about pricing, while the main question for 57.3 percent of renters is availability of units. Unit size is sought by 65.6 percent of renters. While we pre- viously noted preferred travel times, only 36.7 percent of renters inquire about facility location. Hours of operation is a concern for 30.3 percent of renters, with 29.4 asking about features of the units.
While nearly 76 percent of renters do not require any
special needs at the facility, 15.7 require wheelchair access, as seen in Table 9.8. Approximately 11.5 percent require hearing impaired access, and 10.8 require access for visual impairment.
Credit cards are the predominant method of payment. Approximately
10.2 percent of renters pay by credit card at the facility office or by phone, with 6.9 percent paying by automatic credit card payment.
As seen in Table 9.9, once a unit is rented by a customer,
33.5 percent rent a moving truck from the facility. Dollies and carts are rented by 20.4 percent of renters. However, boxes, tape, and moving supplies top the list of items bought or rented from a facility at 34.9 percent.
Cash and checks are the preferred payment method of
renters at 13.5 percent and 13.2 percent, respectively, fol- lowed by 11.8 percent who prefer paying by money order (see Table 9.10 on page 90). Automatic recurring payments (ACH) are preferred by 10 percent of renters.
Credit cards are the predominant method of payment.
Approximately 10.2 percent of renters pay by credit card at the facility office or by phone, with 6.9 percent paying by automatic credit card payment. Additionally, 2.9 percent pay with a smartphone credit card app. Added to the mix, 9.9 percent pay at a facility kiosk using either credit cards, check, or cash. Non-automatic online banking is the pay- ment source for 4.6 percent of renters. With the growing use of apps, three percent of renters use a phone banking app to pay their rent, while 2.9 percent pay using a smartphone storage facility app.
2021 Self-Storage Almanac 89 The features worth paying extra for can be seen in Table
9.11 on page 90. Pest control is one of the top items that rent- ers are willing to pay more for (34.5 percent). Electronic gates are also considered one of the top facility features renters will pay extra for (33 percent). Climate-control is an item that renters consider worth paying for, with 27.8 percent prefer- ring to pay extra for air-conditioned units, 26.7 preferring humidity control, and 16.9 preferring heated units.
Electronic access and 24-hour access are also features that
renters will pay extra for, at 33.0 percent and 26.8 percent, respectively. Discounted rates for long-term rental is thought to be worth paying extra for by 24.6 of the renters surveyed in the 2019 Self-Storage Demand Study, with 19.9 percent will- ing to pay extra for flexible contracts. Other features worth paying extra for include fire sprinklers (23.7 percent), indi- vidual unit door alarms (22.9 percent), and emergency call buttons or alarms near the unit (18.1 percent).
Wheelchair Access to Unit
Assistance for Hearing Impaired to Access Unit Assistance for Visually Impaired to Access Unit Other
None of the Above Source: SSA 2019 Self Storage Demand Study
Bought boxes, tape, or other moving supplies Rented Moving trucks Rented Dollies / carts
Source: SSA 2019 Self Storage Demand Study
34.9% 33.5% 20.4%
15.7% 11.5% 10.8% 1.7%
75.7%
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