Improving customer satisfaction and well-being

Approach and Policies

The Nomura Real Estate Group constructs buildings and spaces that serve as foundations for the lives and businesses of stakeholders and subsequently provides operation, management, and services over the long-term.
In the face of changes in social structures and diversification of individual values related to houses and offices, as well as lifestyles and work styles, communicating with stakeholders and providing products and services that reflect their needs is an important responsibility of the Group.
Based on this awareness, the Group cooperates with suppliers, universities, healthcare institutions, NPOs, and other organizations to raise customer satisfaction and well-being.

Management

Management Structure

The officers responsible for each business unit have been put in charge of these issues for the Group and carry out measures to raise customer satisfaction and well-being.
In addition, the CSR Committee, which comprises Nomura Real Estate Holdings and Group company directors and others and is chaired by the Nomura Real Estate Holdings executive vice president and Group COO, deliberates on and decides related policies and action plans. The CSR Committee annually sets targets regarding the improvement of customer satisfaction and well-being, and is monitoring progress.

Targets

The Group has set the following two targets to improve customer satisfaction and well-being.

・Improve communication to raise customer satisfaction
・Enhance well-being of customers

Integrated Development, Sales, and Management System

In an effort to provide high-quality products and services and raise customer satisfaction, the Group has integrated development, sales, and management and provides integrated services including land acquisition, architectural design, marketing and sales, and post-occupancy management and after-services. The opinions of customers are reflected in business improvements and product planning.

Communication for raising customer satisfaction

The Group communicates with customers through questionnaires and interviews. The results of questionnaires are used in business improvements and the next generation of products and services.

Implementation of a Livability Satisfaction Survey

Every year the Group conducts a Livability Satisfaction Survey of PROUD condominium residents one year after they moved in. In fiscal 2018, 1,536 households, which accounted for 24.6% of the households surveyed, responded to the survey. More than 80% of customers indicated that they were "extremely satisfied" or "satisfied."

Results of Livability Satisfaction Survey Reflected in Products and Services

The Group investigated improvement measures based on the opinions and requests expressed in the Livability Satisfaction Survey, and some opinions and requests relating to design were reflected in Design and Construction Standards and Quality Manuals.
In fiscal 2018, we received opinions and requests relating to kitchens, toilets, balconies, parking facilities, and other facilities in exclusive areas and common areas, and we are investigating improvement measures.

Carrying out Satisfaction Surveys of Tenant Companies

Every year the Group conducts a Tenant Satisfaction Survey relating to the Group's services among tenants of retail facilities owned by the Group. Based on the results of the survey, we consider and implement improvement measures.
In fiscal 2018, we started conducting a satisfaction questionnaire for tenant companies of PMO office buildings at the time of contract renewal starting from October and the comprehensive evaluation result marked 4.1 points on a 5-point scale.

Measures Towards Good Design Award

The Group undertakes measures towards Good Design Award* with the aim of providing socially and environmentally sustainable products and services.
The Good Design Awards presented by the Japan Institute of Design Promotion are evaluated from the perspective of whether a design can enrich lives and society.
In fiscal 2018, the Group received awards for nine projects. This was the 17th consecutive year in which the Group won Good Design Awards.

* The Good Design Award: Japan's unique comprehensive design evaluation and commendation system, operated by the Japan Institute of Design Promotion.

【Award-Winning Projects】
・"Makeshift HUB base" * Selected for Best 100
・PROUD TOWER Kibakoen
・PROUD Shinjuku Nakaochiai
・ZUTTOCITY-PROUD CITY Tsukaguchi
・TERRASSE NAYABASHI (PROUD TOWER Sakae)
・PROUD Komagome Tresage
・PROUD Shirokanedai
・The Master's Garden Yokohama Kamiooka
・Roka Koen The Residence

News Release

PROUD Shirokanedai

Design Review Contest

Every six months, the Group invites outside architects and conducts a Design Review, an in-house contest that recognizes residences with excellent plans and designs from among the detached and lease residences completed during that period.

【Evaluation Points】
・Plan and design
・Responses to social and environmental issues
・Community development
・Contribution to the local community

Performance

Promotion Measures

Fiscal 2018 performance against the set targets was as set forth below.

* Unless otherwise indicated, the reporting scope is the Group.

Improve Communication to Raise Customer Satisfaction

In fiscal 2018, the following questionnaires were conducted:*Figures in brackets indicate survey response rates

【Residential Development Business Unit】
・Livability Satisfaction Survey (24.6%)
・After-Service Questionnaire (Condominiums: 71.1%; Detached houses: 44.8%)
・Survey at hand-over event (39.6%)
・Leased Condominium Residents Survey
【Commercial Real Estate Business Unit】
・PMO Tenant Business Satisfaction Survey
【Property & Facility Management Business Unit】
・Condominium Board of Directors Questionnaire
・Fitness Gym Customer Questionnaire
【Property Brokerage Business Unit】
・Contracting Party Satisfaction Survey (62.5%)

Improvements in Well-being

FY 2016 FY 2017 FY 2018
Number of Good Design Awards Won 3 properties 8 properties 9 properties