In view of improving the products and services provided, the Mitsui Fudosan Group aims to achieve greater customer satisfaction (CS) by establishing a framework for proactive and constant communication with customers.
Initiatives are made to listen to feedback from customers at each business. CS surveys are conducted for tenant companies of office buildings, tenants of condominiums and detached housing, hotel guests, etc., the results of which are used to make improvements in various ways. In the retail properties business, opinions and comments are extensively gathered by installing Customer Opinions Boxes and holding “Coffee Break” group interviews with the cooperation of the customer membership organization LaLa Club. Such opinions and comments are effectively used in the improvement of the operation of facilities, creation of stores and other areas.
Mitsui Fudosan Residential Co., Ltd. engages in “Mitsui Open Communication (MOC)” activities for providing for-sale condominiums and detached housing that are more comfortable and are of a higher satisfaction level. Feedback directly obtained from customers via quantitative questionnaire surveys, group interviews, property visits, etc. are effectively used in the creation of residences. These are used to form relationships of trust with customers and improve the quality of products and services by “being thoroughly customer-oriented.”
In fiscal 2009, we commenced the MOC questionnaire survey “Monthly MOC" on the Minnano Sumai website. A questionnaire survey is held by setting a theme every month and the results of the previous month are also announced to serve as reference for product development.
Examples of MOC Used in Product Development
Below are examples of cases where MOC questionnaire surveys on detached housing were followed through to provide security and safety to customers.
* The posted content may vary depending on property. Please confirm the table of specifications and drawings in the pamphlets of the respective properties for details.
Plaque and pin badges that are awarded to the LaLa Star
Retail property operator LaLaport Management Co., Ltd. believes that employee satisfaction (ES) of the staff serving customers or providing service leads to CS and, as such, works on training staff and raising motivation.
As part of such initiatives, the LaLa Star system for commending model staff was launched in fiscal 2009. This is a system that commends staff who have received recognition in feedback from customers obtained via the Customer Opinions Boxes set up within properties, phone or other means. Such initiatives will continue to be taken in an effort to enhance customer satisfaction by having all staff working at retail properties aim for a LaLa Star.
Initiatives for Enhancing ES of Retail Tenant Staff
LaLaport Management Co., Ltd. also undertakes the following initiatives to raise the motivation of retail tenant staff (all are implemented at certain retail properties).
·Sell lunches for retail tenant staff
Introduced lunches that retail tenant staff can purchase from mobile catering vehicles in the hopes that doing so will allow them to spend their break time well and maintain their health through a well-balanced diet.
·Support use of on-site day care centers
Use of on-site day care centers was made easier by taking such measures as subsidizing some of the usage fees so that retail tenant staff who have children can work with peace of mind.
·Distribute novelties
Eco-friendly reusable shopping bags, portable chopsticks, tumblers and other novelties are distributed as commemorative items for the first/second anniversary since opening and other occasions at each retail property.
CS Contest
Mitsui Fudosan Hotel Management Co., Ltd., the operator of Mitsui Garden Hotels, holds a CS Meeting twice a month. The Meeting is attended by directors and persons in charge of the respective departments. At the Meeting, issues pointed out in feedback from customers are shared and efforts are made to take prompt response there and then, such as considering ways to improve and changing the way the matter is managed.
Moreover, the 2nd CS Contest was held in February 2010. 33 representatives of each hotel participated in the Contest to compete in customer service, etc. in daily activities and thereby enhance CS.
