Improved Customer Satisfaction and Comfort｜Health and Well-being｜Society | Sustainability

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Improved Customer Satisfaction and Comfort

Improved Customer Satisfaction and Comfort

Approach and Policies

Group Policy (Health and Comfort)

To address the social issues recognized in the Group Policy, the Group bears a key responsibility to communicate with stakeholders and provide products and services that reflect their needs. The Group cooperate with suppliers, universities, healthcare institutions, NPOs, and other organizations to improve customer satisfaction and comfort.

Management

Management (Health and Comfort)

Targets and Performance

Targets

The Group has set the following two targets to improve customer satisfaction and comfort.

Target 1. Improve Communication to Improve Customer Satisfaction and Comfort
Target 2. Enhance the Comfort of Customers

Results

1. Improve Communication to Improve Customer Satisfaction and Comfort

In fiscal 2019, the following questionnaires were conducted.

Residential Development Business Unit
・Livability Satisfaction Survey	・After-Contract Survey	・After-Delivery Survey
・After-Sales Services Survey	・Leased Condominium Residents Survey
Commercial Real Estate Business Unit
・Tenant Company Satisfaction Survey	・Fitness Satisfaction Survey
Property & Facility Management Business Unit
・Condominium Board of Directors Survey
Property Brokerage Business Unit
・Contracting Party Satisfaction Survey

Results of a Customer Satisfaction Survey Conducted Independently by Each Business Company

	FY2017	FY2018	FY2019	FY2020
Livability Satisfaction Survey one year after residents take up occupancy of PROUD	3.9（36）	3.9（25）	3.8（36）	3.8（31）
Post-contract survey on housing	―	―	4.0（27）	4.1（29）
Post-delivery survey on housing	―	―	3.8（33）	3.8（34）
Questionnaires for residents in leased condominiums (PROUD FLAT)	―	―	4.2（41）	4.1（58）
Questionnaires for residents in office buildings (PMO)	―	4.1（24）	4.2（46）	4.3（28）
Questionnaires on fitness satisfaction	―	3.4	3.4	3.4

Figures in parentheses indicate survey response rates (%).

Above results are all disclosed based on a five-point scale.

As the Fitness Satisfaction Survey was not conducted using a form of customer questionnaire, a response rate is not indicated.

Reference: External Evaluation
	FY2017	FY2018	FY2019	FY2020
Nikkei Condominium Brand Questionnaires^*	No. 1	No. 1	No. 1	No. 1
ORICON Customer Satisfaction Survey on new condominiums Tokyo metropolitan area after-sales follow-up	No. 1	No. 1	No. 1	No. 1
SANKEI LIVING SHIMBUN’s Women Research: Fitness Club Satisfaction selected by women	―	―	No. 1	No. 3
ORICON Customer Satisfaction Survey on real estate brokerage (Sale: detached housing)	No. 1	No. 1	No. 1	No. 1
SumaiSurfin: Management Company Satisfaction Survey Ranking	No. 1	No. 1	No. 1	No. 1

Indicates a first-place ranking given for most of the 10 question items in the questionnaire.

Result 2. Enhance the Comfort of Customers

	FY2017	FY2018	FY2019	FY2020
Number of Good Design Awards won (properties)	8	9	12	10

For more details, see the ESG data (Society).

Initiatives

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-sales services. The opinions of customers are reflected in business improvements and product planning.

Communication for Improving 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.

Disclosure of Information on Safety and Security

With the aim of gaining the understanding of customers regarding building safety and security, the Group has created a website for customers that have signed purchase agreements and posts progress reports on new construction and explanations of the details of major aspects of the construction.

Implementation of a Livability Satisfaction Survey and Other Surveys

Every year, the Group conducts the Post-contract Surveys and Post-delivery Surveys in the residential development business as well as a Livability Satisfaction Survey of PROUD condominium residents one year after moving in.

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 2020, we received opinions and requests regarding exclusive areas and common areas such as storage and common facilities overall, and we are considering improvement measures based on the opinions and requests.

Carrying out Tenant Company Satisfaction Surveys

Every year, the Group conducts a Tenant Company Satisfaction Survey relating to the Group’s services among tenants of retail facilities owned by the Group. The survey includes questions related to safety management (performance of security and security guards) and the working environment (air conditioning, smoking areas, and restrooms). We use the results of the survey to consider and implement improvement measures.

Measures Towards Good Design Award

The Group strives to provide socially and environmentally sustainable products and services. As part of this, it undertakes measures encouraged by the Good Design Award^*, which leads to improved customer comfort. The Good Design Awards are evaluated from the perspective of whether a design can enrich lives and society.
In fiscal 2020, Nomura Real Estate Holdings, Nomura Real Estate Development, Nomura Real Estate Partners, and Nomura Real Estate Life & Sports collectively won 10 Good Design Awards, marking the 19th 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. The purpose of the Award is to find and share exemplary design in many spheres with the potential to drive industrial growth and enrich lives.

News Release

Design Review Contest

Every year, the Group invites outside architects in residential development to conduct a design review. The architects look over the detached residences completed the previous fiscal year and also conduct a 360-degree review of the design, management, community, and other factors of several representative properties toward improving customer satisfaction. In fiscal 2020, the construction project of the wooden common building at PROUD City Kichijoji was shared and reviewed, which subsequently contributed to setting standards for wooden construction projects.