The Mitsui Fudosan Group sees satisfying each and every customer to be indispensable to boosting "quality." To realize customer satisfaction, we take measures to listen to the opinions of our customers, such as conducting all sorts of questionnaire surveys and group interviews.
In the office buildings business, we are dedicated to creating a “secure, comfortable and convenient” office environment based on the concept of “Workers First.” As part of such efforts, we conduct CS surveys once a year at tenant companies occupying space in our office buildings. In view of hearing opinions and requests from a wide audience, 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 results as a basis, Mitsui Fudosan is striving to create a safe and secure office environment and is embarking on measures for enhancing the satisfaction of office workers, visitors and other users of the office buildings, by beginning with those measures that are feasible.
Case Examples of Improvements Based on User Opinions
- Reinforcement of crime/disaster prevention and the system for monitoring suspicious individuals
- Improvement of the program for operating elevators
- Maintenance of common-use areas
- Separation of smoking areas
- Maintenance of the restroom facilities and environment
Diagram of actual layout by a rental condominium resident
Concerning the for-sale condominium and detached housing businesses, Mitsui Fudosan Residential Co., Ltd. is devoted to enhancing the customer satisfaction level.
Mitsui Fudosan Residential has set up two channels for accepting customer opinions. One is the Customer Support Center for contracted customers, and the other is the After-Sales Service Centers handling consultations and problems relating to the facilities and equipment for customers after they have moved into our properties. Particularly with After-Sales Service Centers, by managing the After-Sales Service Centers directly rather than via management companies, Mitsui Fudosan Residential has set up a structure to more easily reflect customer opinions.
In addition, Mitsui Fudosan Residential conducts customer surveys. For for-sale condominiums, on top of distributing CS questionnaire postcards to customers who visit our model rooms, customers who have purchased our for-sale condominiums are asked to answer a questionnaire survey at the time of contract, as well as one to six months after the move and one and a half years after the move. In this manner, customer opinions are collected and fed back to the relevant departments. For detached houses, we strive to enhance the customer satisfaction level by distributing CS questionnaire postcards to customers who visit our model houses, as well as conducting “CS Survey in 6th~12th Month After Move into Ready-Built House” every six months.
In the rental housing business, in view of enhancing customer satisfaction, the CS surveys are conducted once a year by working together with Mitsui Fudosan Housing Lease Co., Ltd. Such initiatives are being undertaken based on a structure we established by installing a “Product Planning Team” at Mitsui Fudosan in fiscal 2008 in view of analyzing questionnaire survey results in greater detail and reflecting such in projects. Moreover, we have customers who move into our properties provide a diagram of the actual layout of the room after furniture is placed in order to examine how they use the rooms. Based on such information, the position/number of lights and electric outlets are reviewed and various other improvements that reflect customer opinions are made.
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 using suggestion cards (postcards), as well as taking other measures such as holding seminars for staff.
CS-Related Training in Fiscal 2008
- CS seminars for staff
- Hotel school: Training on the five senses
- Japan national customer service instructors training
In addition, a campaign for reaffirming the importance of “smiling” and raising awareness of service quality and CS is carried out through the Happy Smile Campaign (in fiscal 2008, implemented between November and March). In conjunction, increasing focus is being placed on serving customers with a smile through such measures as adding “Were the staff smiling?” as a question on the suggestion card.
Holding of CS Contests
Mitsui Garden Hotels held CS Contests at all its hotels. Representatives of each hotel competed in customer service, etc. in daily activities in four categories: front desk services, room reservation services, catering and entertainment services, and cleanness services. The Contest commends outstanding staff selected from each category and, from among them, the one most outstanding staff.
In the retail properties business, we have declared as our brand statement “Growing Together,” which represents co-creation with customers and tenants.
Retail property operator LaLaport Management Co., Ltd. has set up Customer Opinions Boxes, holds “Coffee Break” group interviews with the cooperation of the customer membership organization LaLa Club, and embarks on a range of other initiatives aiming at enhancing the satisfaction of customers visiting the retail properties.
“Coffee Break” gathers opinions and comments on facility operations and overall service. Such 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 effectively used in the improvement of the operation of facilities, creation of stores and other areas.
Holding of Survey on and Improvement of Ladies' Restrooms and Nursing Rooms
In fiscal 2008, the “Retail Properties Design Request Form” was revised to reflect the “Report on Survey on Ladies' Restrooms and Nursing Rooms.”
The “Retail Properties Design Request Form” was revised based on a report on a questionnaire survey conducted of 400 customers of LaLaport YOKOHAMA (Tsuzuki-ku , Yokohama-shi, Kanagawa Prefecture) and LaLagarden KAWAGUCHI (Kawaguchi-shi, Saitama Prefecture) and after verifying actual conditions. Improvements were accordingly made, including installing toilets with a warm-water bidet function, increasing the number and size of nursing booths and expanding the range of equipment installed in baby resting rooms. Implementation also on facilities is being advanced in phases.
For the Whole Earth and for Everyone: “Eco Hello!” Activities Developed by Retail Properties
Hotel Development Department
Accommodations Business Division
Mitsui Fudosan Co., Ltd.
Planning meeting by female staff
Warm Hospitality Unique to Women for All Customers
About 30% of Mitsui Garden Hotels customers are women. In the case of Mitsui Garden Hotel Yotsuya (Shinjuku-ku, Tokyo), which opened in March 2009, the development proceeded with female staff at the core right from the planning and design stage so as to cater to needs specific to female customers. The aim was for a “warm hotel” that gives painstaking, meticulous attention to customers.
New attempts were made with guest rooms, such as designing the bathroom with a spacious layout featuring a shower space separate from the bathtub as well as a separate toilet and stand-alone sink, installing shower booths with no bathtub, and making the windows larger than the standard specifications so as to let in more natural light. The position of full-length mirrors, as well as built-in baggage racks, original hangers suited for the female figure, handheld clothes steamers and more were designed and placed in guest rooms to meet customer requests. In addition, the elevators that only stop at the floor of the guest's room provides high crime-prevention aspects and serves as the backbone of customer security and safety.
A hotel that female customers find comfortable is no doubt one that male customers will also find comfortable. Mitsui Garden Hotels indulges customers with “warmth” in mind in both the facilities and operational aspects.