Enhancing Customer Satisfaction
- Initiatives for Communicating with Clients
- Mitsubishi Estate Group Declaration on Customer Respect
- "Five Eyes" to Create Quality Residences
- Responsible Advertising Activities
- Owner's Survey
- Introducing the NPS Scheme to Increase Client Loyalty in the Condominium Business
- Improving Client Satisfaction with Architectural Design Management Operations
Initiatives for Communicating with Clients
The Mitsubishi Estate Group Code of Conduct contains the following declaration: "We will strive to earn the trust of our clients." We aim to create safe, reliable and improved products and services through communication with our clients.
When we receive comments or complaints from clients, the customer service personnel of each department receives them and, normally, field staff are sent to the site to handle issues in person. We respond to opinions from clients sincerely, fairly, and impartially. Mitsubishi Estate collects matters that should be handled by the whole Group, reports them to management, and makes the necessary changes in its business activities. For items where correction is needed, the relevant departments all work together to handle the matter promptly.
Mechanisms for Communicating with Clients
Mitsubishi Estate Group Declaration on Customer Respect
The Mitsubishi Estate Group established the Mitsubishi Estate Group Declaration on Customer Respect on April 1, 2018.
"Five Eyes" to Create Quality Residences
Mitsubishi Jisho Residence strives to ensure that all customers continue to feel the same joy in their home as long as they live there. To that end, the company provides homes that will last a lifetime using the "Five Eyes" quality management standard to ensure the quality of residences from various perspectives. The Five Eyes consist for five areas of focus: Check Eyes, Eco Eyes, Custom Eyes, Life Eyes and Community Eyes.
Commitment to solid building quality
Mitsubishi Jisho Residence checks quality from the design stage to construction and completion, not only the items stipulated in the Japanese government's Housing Performance Indication System, but also items under its own standards. Information on this process is disclosed to customers.
Commitment to supporting affordable, pleasant, environmentally responsible lifestyles
The company delivers condominiums built in line with the ideal of a home that is gentle on both the environment and the resident, where people can live in an environmentally friendly way without having to take on any major burdens.
Commitment to providing homeowners with the pleasure of designing their own living space
The company helps with the home's design after the contract is signed until the home is handed over, aiming to spread the joy of creating a living space that is unique to each resident, giving them the pleasure of selecting and creating their own home.
Commitment to safety and security to protect customers' lifestyles
The company implements crime prevention measures to ensure that customers can live in safety and with peace of mind, and takes highly effective disaster preparedness measures.
Commitment to prosperous, refined lifestyles throughout the lifespan
Mitsubishi Jisho Residence wants to continue to foster customer ties that last for the long term, from the time they begin living in their condominium. The company builds personal relationships with residents and provides extensive support to help them live with peace of mind.
Five Eyes provides evidence of painstaking attention to detail, ensuring that The Parkhouse condominiums are residences for a lifetime. The Five Eyes standards are consistently followed in developing condominiums.
Check Eyes: Condominium Quality Management and Performance Indication System
To allow buyers of its homes to live in both comfort and security, Mitsubishi Estate Residence checks quality from the design stage to construction and completion, checking not only the items stipulated in the Japanese government's Housing Performance Indication System but also items under its own standards. Information on the condominium's quality at all stages from planning, construction, after completion and after sale is disclosed to clients as well. That is Check Eyes, Mitsubishi Estate Residence's condominium quality management and performance indication system.
Responsible Advertising Activities
Mitsubishi Estate Residence Co., Ltd. has created a "Real Estate Advertisement Creation Manual" that we revise as necessary. We interpret the regulations and conduct our business in conformance with our obligations established by the real estate advertising rules set forth in the "Fair Competition Codes Concerning Indication of Real Estate" and "Fair Competition Codes Concerning Limitations on Premiums Provided by Real Estate Businesses." In view of specific cases experienced in the course of conducting our business, we have clarified our policies with regard to various scenarios and have compiled them in an easy-to-understand, practical manual.
It can be used as a guide for sales activities and designing advertisements, of course, but we also provide it to people associated with the real estate business to be applied as a reference manual for conducting activities in an autonomously ethical manner. We strive to ensure we never betray our customers' trust by encouraging false expectations or by failing to inform customers of things that would be to their disadvantage.
Mitsubishi Estate Home has converted the owner's survey it carries out to improve customer service into a database and is sharing it with the rest of the company. According to the results of the 2018 survey, over 91% of owners were either "Satisfied" or "Fairly Satisfied" with management at the time of handing over, a highly positive evaluation carried on from the previous year. Combining each of the evaluation categories, 83% of owners were also "Satisfied" or "Fairly Satisfied" with their properties one year after handing over, which was also positive feedback for us. This is the outcome of focusing on strengthening our customer service in the course of a residential development project that offers home consulting from the meeting stage to long lasting after service. We will strive to provide better customer service in the future through product planning and by improving our responses from a client's viewpoint.
Introducing the NPS Scheme to Increase Client Loyalty in the Condominium Business
For our clients, the purchase of a condominium is a life-changing decision. Mitsubishi Estate Residence has introduced the Net Promoter System (NPS) to measure client loyalty not only before they make the purchase but also after they move in. Surveys are administered to clients at every phase — from the initial visit to contract signing to handing over, a year after moving in and two years after moving in — to gauge client endorsement levels. The reasons given are also noted and presented to the relevant departments as feedback to help improve products and services. While the comments received are occasionally harsh, the NPS scheme is still a valuable resource that helps the company boost client loyalty even higher.
Improving Client Satisfaction with Architectural Design Management Operations
Mitsubishi Jisho Sekkei strives to improve client satisfaction as part of its ISO 9001 quality management system. The company has compiled a list of "Don'ts" for design management operations which is shared on the company's intranet. Moreover, when a project is complete, the whole project is analyzed and assessed using the level of compliance with the client's requests as the standard.
Results of FY2019 Client Survey
(Evaluation and Requests for Improvement when Ordering Designs or Construction)
Number of respondents: 11