European Self Storage Industry Report 2025

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European Self Storage Industry Report 2025

European Self Storage Annual Industry Report 2025

Multi-channel approach required for enquiries

The survey also explored how people prefer to contact a store to make a booking, revealing notable regional variations. In Portugal, customers are more likely to visit a store in person. This can be advantageous for operators, as walk-in customers are less likely to visit multiple locations, resulting in higher conversion rates. However, it also means that if a customer chooses a competitor’s store to visit, there is little opportunity to be considered.

In Sweden, where technology adoption is generally more advanced and the proportion of unmanned stores is higher than average, reliance on walk-ins is lower. Instead, customers are more inclined to use online chat and email. Despite these regional differences, no single contact method dominates across all markets.

Breaking the data down by age reveals trends consistent with earlier findings: younger demographics are more likely to use social media and online chat, and less likely to email or visit a store in person. The 55+ age group is more inclined to visit a store to make a booking. Gender differences are also apparent, with men more likely to visit a store, while women show a preference for calling by phone or sending an email.

While it may be tempting for operators to steer customers towards phone or in-person interactions, methods that often make the sales process easier and improve conversion rates, this data highlights the importance of offering a true multi-channel approach. Providing multiple contact options ensures that customer preferences are met. It will be interesting to monitor whether the use of social media and online chat continues to grow over time, particularly as AI reshapes the way people interact with businesses online.

How would you prefer to contact a store to make a booking?

How would you prefer to contact a store to make a booking? (By gender)

35%

35%

30%

30%

25%

10% 15% 20% 25%

20%

15%

10%

5%

5%

0%

0%

By calling the self storage store directly on the phone

By visiting the self storage store in person

By using email to directly contact self storage store

By using social media, WhatsApp or another messaging service to contact the store

By using online chat

None of these

Don't know

By calling the self storage store directly on the phone

By visiting the self storage store in person

By using email to directly contact self storage store

By using social media, WhatsApp or another messaging service to contact the store

By using online chat

None of these

Don't know

Male

Female

Germany

Netherlands

Sweden

Portugal

UK

CBRE RESEARCH AND FEDESSA

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