Consumer Issues

Policy

The Mitsui Fudosan Group emphasizes communication with customers, and we address customer feedback and requests with great seriousness. By working to resolve and address various consumer issues, we will promote neighborhood creation from the customer's perspective, and improve the quality of services provided to customers.

Listening to Customers

The Mitsui Fudosan Group undertakes a variety of activities as a part of efforts to listen to customers’ comments. CS surveys are conducted encompassing a wide area including tenant companies, residents of condominiums and detached housing as well as hotel guests. The feedback gained through these surveys is extremely helpful in improving the Group’s initiatives. We carefully monitor customer feedback received through boxes placed for this purpose at some of our commercial properties. These opinions and comments are used to improve operations in facilities and other areas, including store planning and design.

Examples of Improvements Based on User Opinions
Office Buildings
  • Crime prevention
  • Smoking area separation
  • Improvements to common-use areas
  • Improvements to elevator operating programs
  • Improvements to restroom facilities
  • Meetings to observe elevator rescue drills
  • Tours to observe building facilities
Retail Facilities
  • Installation of additional coin lockers and larger coin lockers
  • Refurbishments/enlargements made to kids spaces
  • Installation of air purifiers and microwave ovens in baby rooms
  • Installation of curtains in diaper changing rooms
  • Replacement of flooring materials and wallpaper in nursing rooms
  • Refurbishments to women’s restrooms
  • Increase in number of stroller pick-up locations (increase number of strollers)
  • Increase in stroller drop-off locations
  • Increase in cart drop-off locations
  • Improvements to parking lot signs
  • Installation of additional benches and signs within each property
  • Improvements to smoking room doors
  • Changes to rules on pets (reassess areas where pets are allowed)
Logistics Facilities
  • Improvements to smoking areas in common areas
  • Increase in vehicle/bicycle parking areas
  • Enhancement of shared amenities (setting up of Christmas trees, Kadomatsu Japanese New Year’s decorations, message cards, etc.)

Barrier Free and Universal Design

For all aspects of life, whether it be work, home life, recreation, or relaxation, the Mitsui Fudosan Group promotes the creation of urban environments and buildings that are easy for everyone to use, regardless of their cultural background, language, nationality, age, sex, or disability.
Moreover, in our office buildings and other development projects, we examine ease-of-access using public transport and evaluate accessibility for people with disabilities. We ensure our measures are within the scope stipulated by laws and regulations, and in some cases make additional efforts.

Selected as a Leading Project for Sustainable Buildings by the Ministry of Land, Infrastructure, Transport and Tourism (MLIT)

Mitsui Home’s endeavor to make temperature and humidity equipment barrier free was selected as a fiscal 2017 Leading Project for Sustainable Homes by the MLIT. Seeking to make home life more healthy, secure, and convenient, the system combines duct-type air-conditioning systems and IoT technology to suppress indoor dust and thereby reduce cleaning frequency. The project also enables users to do such things as remotely fill their bathtubs. In this way, the burden and time spent on housework is lessened.

Selected as a Leading Project for Sustainable Buildings by the Ministry of Land, Infrastructure, Transport and Tourism (MLIT)

Our Efforts to Improve Customer Satisfaction (CS)

The Mitsui Fudosan Group works diligently to improve the quality of its customer-oriented products and services while consistently promoting communication as a part of efforts to satisfy each and every customer.

All-Japan Customer Service Role-Playing Contest

Every August, Mitsui Fudosan Retail Management holds the All-Japan Customer Service Role-Playing Contest for representatives who qualify through preliminary competitions at nationwide commercial facilities. The contest aims to increase the value of visiting retail properties for customers by raising the quality of customer interaction and service that can only be found at real stores.

Contest participants
Contest participants
Held 9th All-Out CS Contest

On February 8, 2017, Mitsui Fudosan Hotel Management held its 9th All-Out CS (Customer Satisfaction) Contest. A total of 20 participants took to the stage and demonstrated the customer service skills they have refined through their daily work in the form of roleplay, and reaffirmed the pleasure and importance of greeting the customer with a smile.

Contest participants
Contest participants

Efforts to Improve Employee Satisfaction (ES)

By providing better work environments for employees in Mitsui Fudosan Group facilities, whom we regard as important partners, and in turn improving employee satisfaction (ES), we believe we can also enhance the level of customer service to lead to improved customer satisfaction (CS).

Going forward, we will continue to improve our system and the functionality of facilities used by employees, and work to provide a working environment where all employees can comfortably work.

Our Efforts to Improve ES (Some Examples)

Renovation of Employee Lounges into Restful Spaces

To improve the ES of employees working at commercial facilities, we are remodeling employee lounges.

These cheerful, spacious lounges with a café atmosphere are decorated in a highly individualized style for each facility, and are restful spaces where employs can spend some relaxing time. Convenience has been enhanced by installing vending machines for foods and convenience store products.

LaLaport TOYOSU
LaLaport TOYOSU
LAZONA Kawasaki Plaza
LAZONA Kawasaki Plaza
LaLa Garden NAGAMACHI
LaLa Garden NAGAMACHI

Tools for Communication with Our Customers

The Mitsui Fudosan Group offers a variety of communication tools to help build relationships with customers. In terms of content, these tools actively disseminate and exchange information primarily in areas such as housing, and support for improved customer safety, security and environmental awareness. 

Mitsui Fudosan Residential Lease
Guide Book for Moving In
A guidebook for customers issued by Mitsui Fudosan Residential Lease summarizes the key points of life in rental housing.
Mitsui Fudosan Residential
31sumai (Mitsui’s residence)
A comprehensive information website for housing operated by Mitsui Fudosan Residential.
Mitsui Fudosan Residential
Everyone’s Home
A communication forum where everyone talks about homes.
Mitsui Fudosan Group
Healthy Forests and the Secrets of Trees
This family-oriented pamphlet showcases the Mitsui Fudosan Group’s forest conservation activities.
Mitsui Home Co., Ltd.
Environmental and Social Activities
Tokyo Midtown Management Co., Ltd
On the Green