Extra Space Storage

Extra Space Management, INC · 4.48★ · 24,766 installs

consumer-chosen

Evidence

11.2% of all ratings are 1–2★ (unhappiness index 17/100)

What to build

Engineer for instant response and advertise the speed difference.

Complaint themes

• Performance

  Perceived performance is a quality bar the incumbent has stopped meeting.

  Michele Rinderer store mgr.

  If I could give this a zero I would.

• Outdated interface

  Perceived age signals abandonment and makes migration easy to justify.

  Update: Cannot open gate with app

  If I could give this a zero I would.

• Missing capability

  Explicit feature asks — the closest thing to free product requirements.

  Update: Cannot open gate with app

  Update: Cannot open gate with app

• Support & responsiveness

  Users feel abandoned post-purchase; responsiveness is a cheap differentiator.

  Thanking Ed

  Thanking Ed