The services of Mitsui Fudosan are employed by a great many customers in an array of fields, ranging from office buildings to retail facilities, hotels, for-sale and rental condominiums and detached houses. To enhance the level of satisfaction of each and every one of these customers, we are conducting all sorts of questionnaire surveys and group interviews and taking other means to collect the opinions of our customers.
We embark on such efforts under the conviction that it is paramount to first listen to the opinions of our customers.

In the office buildings business, we are dedicated to creating a “secure,” “comfortable” and “convenient” office environment based on the concept of “Workers First”. We conduct CS surveys once a year at tenant companies occupying space in our office buildings to hear their various opinions and requests. The surveys are not conducted for only those persons in charge of contracts, but also for the office workers who actually use the office buildings.
Using the questionnaire surveys as a basis, Mitsui Fudosan is striving to create an office environment where workers can work safely and with peace of mind and is embarking on measures for enhancing the satisfaction of office workers, as well as the customers and visitors of the office buildings, by beginning with those measures that are feasible.
Specifically, we are undertaking various measures in stages, such as crime and disaster prevention, reinforcement of the system for monitoring suspicious individuals, improvement of the program for operating elevators, maintenance of common-use areas, separation of smoking areas, and maintenance of the facilities and restroom environments.

Mitsui Fudosan Residential Co., Ltd. is devoted to enhancing the level of satisfaction of the customers of properties in the for-sale condominium and detached housing businesses. Mitsui Fudosan Residential has set up two channels for accepting inquiries from customers in view of providing increasingly smooth customer service. One is the Customer Support Center for contracted customers, and the other is the After-Sales Service Centers for customers after they have moved into our properties.
The Customer Support Center primarily handles such inquiries as changes to loans and contract details, while the After-Sales Service Centers mainly handle consultations and problems relating to the facilities and equipment after the move. In particular, as of 2001, Mitsui Fudosan Residential has been managing the After-Sales Service Centers directly rather than via management companies. By directly managing customer support rather than outsourcing it to management companies, a structure is in place to more easily reflect customer opinions.
In addition, Mitsui Fudosan Residential also conducts customer surveys. Customers who have purchased our for-sale condominiums are asked at the time of contract to answer a questionnaire survey on customer service, marketing details and other processes up to that point in time, the results of which are utilized in future marketing activities. Furthermore, questionnaire surveys are also conducted from one to six months after the move as well as one and a half years after the move. Any matters that are noticed, concerns, improvements that are desired and other customer opinions at those times are collected and fed back to the relevant departments. For detached houses, we strive to enhance the comfortable living and level of satisfaction of our customers through collection of customer opinions by distributing CS questionnaire postcards to customers who visit our model houses, as well as taking other measures such as conducting post-move surveys.
In the rental housing business, a diagram of the actual layout of the room after furniture is placed is provided by some customers who move into our properties in order to examine how they use the rooms. Such information is also useful for improving the user-friendliness of the rooms in rental properties to be developed in the future as well as the level of satisfaction of our customers.

At Mitsui Garden Hotels, which are operated by Mitsui Fudosan Hotel Management Co., Ltd., CS enhancement is pursued by conducting questionnaire surveys of lodging guests, as well as taking other measures such as holding CS seminars for staff starting from fiscal 2007. In addition, a campaign for reaffirming the importance of “smiling” to customers and raising awareness of service quality and CS enhancement among all staff is being carried out through the Happy Smile Campaign.

In the retail facilities business, Mitsui Fudosan has declared as its brand statement “Growing Together,” which represents co-creation with customers and tenants. Retail facility operator LaLaport Management Co., Ltd. is embarking on a range of initiatives aiming at enhancing the satisfaction of customers visiting the retail facilities, while promoting closer collaboration with tenants.
For instance, the following are case examples of improvements made by reflecting the opinions received via the Customer Opinions Box and other means.

“Coffee Break” group interviews are also conducted with the cooperation of the customer membership organization LaLa Club. The interviews gather opinions and comments on facility operations and overall service. Such valuable opinions and comments are shared widely among relevant parties via the LaLa Committee, which includes tenant representatives among its members, monthly e-mail reports and other means, and are useful for improving the operation of facilities, creation of stores and other areas.
Moreover, at LaLaport SHIN-MISATO (Misato City, Saitama), which is scheduled to open in September 2009, a pedestrian deck will be installed from SHIN-MISATO Station and a hybrid fuel cell bus will operate a shuttle service between the facility and nearby facilities.

Introduction of initiatives conducted by the Mitsui Fudosan Group for actual projects