Extra Space Storage Inc
In their words
“We only churn 5%, maybe 5% to 6% of our customers a month”
“The churn is less than 0.5% a month compared to our churn of 6% to 7%.”
“The churn is less than 0.5% a month compared to our churn of 6% to 7%.”
NPS disclosures (1)
Our NPS scores for departing customers are extraordinarily high. We do have some customers that will call the store manager or the call center and complain about a rent increase or want more information.
Retention disclosures (3)
Churn: 5.5% (Q4 2025) — “We only churn 5%, maybe 5% to 6% of our customers a month”
Churn (Extra Space Storage (core business)): 6.5% (Q2 2022) — “The churn is less than 0.5% a month compared to our churn of 6% to 7%.”
Churn (CubeSmart (acquired tenants)): 0.5% (Q2 2022) — “The churn is less than 0.5% a month compared to our churn of 6% to 7%.”
Lighthouse companies in Real estate & homebuilding
About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.