Harnessing AI and automation for seamless storage solutions
Company Snapshot
National Storage Affiliates (NSA) is a leading self-administered, self-managed real estate investment trust specializing in self-storage facilities across the United States. Operating 1000+ properties in 37 states plus Puerto Rico, totaling 70 million rentable square feet, NSA has become one of the most prominent players in the industry.
- 1,119
- Dec 2018
Background
NSA’s strategy centers around deeply understanding customers and creating locally tailored marketing campaigns. From first search to final rental, they work to deliver a seamless journey while balancing human touch with automation.
With Birdeye, NSA uses Reviews to automatically request feedback after key customer touchpoints, track reviews across hundreds of platforms, and generate more reviews with less effort. On-brand AI replies help them scale customer engagement across locations, ensuring every response sounds consistent and human while matching their tone.
“The Birdeye team assisted us in creating tailored triggers for feedback requests, ensuring a seamless process that doesn't inconvenience our customers. We've seamlessly integrated these digital requests with our manual, in-person requests to achieve a well-balanced mix of feedback.”
Turning Feedback Into Loyalty
Managing negative feedback and retention is central to NSA’s engagement model. With Birdeye, positive reviews receive timely, brand-safe replies, while critical comments follow structured escalation so the right teams can resolve issues quickly. This systematized approach transforms moments of friction into opportunities to build trust.
NSA also relies on Surveys to measure customer sentiment at scale. Customized surveys capture feedback at pivotal moments (e.g., post-reservation, post-move-in/out). AI summaries and sentiment scores surface patterns fast, so teams can identify what’s working, where friction exists, and how to take action. When a response indicates a risk, Birdeye make it easy to follow up and close the loop.
Insights That Drive Growth
Beyond day-to-day feedback, NSA depends on Insights to uncover bigger-picture patterns and make data-driven decisions.
With AI-powered dashboards, they can:
- Benchmark performance across locations.
- Understand customer sentiment by category or channel.
- Identify churn risks and growth opportunities.
This has been critical for strategies like optimizing rate adjustments. By layering customer sentiment with market data, NSA adapts pricing in a way that meets both business goals and customer expectations.
With tools like the Birdeye Score, NSA gets a unified view of their brand health, while industry and location benchmarking helps them see where they lead and where they need to improve. AI recommendations then point to specific actions teams can take, whether that’s fine-tuning local operations or adjusting broader engagement strategies.
“One of the big reasons why we decided to partner with Birdeye was to leverage Insights. Birdeye helps shed some light on reasons for churn so we continually work towards lowering risk and increasing retention.”
The Birdeye Advantage
Partnering with Birdeye enables NSA to run consistent, AI-assisted customer engagement across hundreds of facilities without sacrificing local nuance.
Additionally, Birdeye offers:
- Review Generation Agent: Optimizes timing, content, and channel (text, email, QR) to increase review volume with less effort.
- Review Summary & Review Insights: Summarize sentiment across large volumes of reviews; spot emerging themes by location or topic.
- Review Reports & Reputation Score: Track reputation trends and review counts across locations; share reports with local teams.
- Omnichannel Signals: Bring together reviews, surveys, and local SEO data in one place for a complete view of discoverability and customer experience.
Industry-specific AI: Understands context, sarcasm, and industry terms to improve classification and recommendations at scale.
Strategize with Birdeye
NSA is an excellent example of how a large, multi-location brand can transform the customer voice into a growth engine. By automating review requests, capturing sentiment through surveys, and using Insights AI to benchmark performance and surface trends, they’ve built a reliable feedback loop that connects local execution with centralized strategy.
Whether you’re focused on growing reviews, strengthening retention, benchmarking performance, or elevating brand health across markets, Birdeye provides the AI and automation to make it easier and measurable. Start building your strategy today!
Call 1-800-561-3357 ext 1 or email sales@birdeye.com for a free demo.
Birdeye: The Obvious Choice
Winning over 400 awards for 10 quarters in a row, Birdeye is the most-awarded and highest-rated customer experience software for businesses of all sizes.
