Customer Satisfaction

Customer Satisfaction Improvement Initiatives

Sales Staff Questionnaire

Takara Leben has been conducting a survey of model room visitors since fiscal year 2019 with the aim of understanding customers' images of sales staff and the company, and to ensure greater customer satisfaction. In the survey, we received evaluations on all aspects of the sales staff's response, including whether they were able to make proposals that met customers' needs, whether their explanations were easy to understand and appropriately timed, and whether they treated customers in a caring and courteous manner.

In FY2022, we introduced a survey response method using iPads and QR code readers, and received over 7,000 customer comments. The tally results are fed back to each model room every month and shared within the department to be used for customer service and creating comfortable spaces. When we received a suggestion to incorporate a design that took into account the landscape and history of the area, it was promptly communicated internally to the relevant departments and utilized in the development of condominiums and product planning in the same area.

Tenant Survey

Takara Leben Real Estate Investment Corporation conducts surveys of as many tenants as possible as part of its tenant-related initiatives, and strives to consider and implement measures to improve satisfaction levels. We have received valuable opinions from office and commercial properties (10 properties, 127 tenants), including satisfaction/full scores, desired renewal areas, and measures against the new coronavirus, which is expected to lead to the maintenance of good communication in the future.

In FY2022, based on feedback from several tenants at the Kawagoe West Building, we held a dialogue with tenants and installed a "Pythagora device" in the common area on the first floor as a measure to reduce stress caused by elevator waiting time. In addition to questions about commuting time and satisfaction with the management of residential properties, we also received a number of valuable comments that would be helpful for future property management, such as the introduction of renewable energy.
We will continue to conduct surveys on a regular basis and share the results with property management companies in an effort to continuously improve resident satisfaction.

Questionnaire on management operations

Leben Trust, a real estate leasing and management company, conducts surveys of owners of managed properties in order to understand their evaluations of and requests for management services and to provide better services. In the survey, we received evaluations and opinions regarding the overall management services we are entrusted with, including tenant recruitment, income and expense reports, building maintenance, and the responsiveness of our sales and property managers.
We will continue to provide more attentive services and improve our operations based on the evaluations and feedback we receive, with the aim of enhancing the value of real estate, which is an important asset for owners.

Establishment of Takara Leben Owners Club "DLPS"

To support the realization of comfortable lifestyles, Takara Leben has established the Takara Leben Owner's Club "DLPS", which provides housing and living services to subscribers of its original condominium brands "LEBEN," "THE LEBEN" and "NEBEL" series, and offers an application exclusively for subscribers.

DLPS is a membership organization that provides a variety of services related to housing and living, and is affiliated with services for advanced credit card members, including "Owner's Elite," which offers a premium experience, and preferential access to hotel facilities operated by DLPS, as well as a variety of other housing and living-related services provided by partner companies. Through the application, the company is working to increase customer loyalty to the Takara Leben brand by providing services such as a repair request service for exclusive areas as part of the "10 for all” peace-of-mind service and an exclusive area repair reserve system using electronic money.

Leben Community’s Community Activities

The Great East Japan Earthquake of 2011 prompted us to reassess the importance of community formation in condominiums. Leben Community believes that building direct personal relationships with condominium residents as part of everyday life not only produces greater livability, but also helps prevent crime and fosters greater assistance and support in times of need. This is why it provides support for the creation of communities of condominium residents.

Resident Get-Togethers

As part of its support for community building, Leben Community holds various events, such as "residents’ get-togethers," which help residents meet each other for the first time in newly built condominiums, where adults and children can enjoy snacks and games and make connections as a family. In addition, condominiums with multiple buildings support joint summer festival events that provide children with summer vacation memories through games and food stalls as well as workshops. As in the previous year, in fiscal year 2022, we did not hold a residents’ get-together in order to prevent the spread of the new COVID-19 infection.

COVID-19 Responses in Community Events

Leben Community, which provides condominium management services, believes that building "face-to-face" relationships among condominium residents on a regular basis not only makes life easier but also leads to crime prevention on a daily basis and mutual assistance in times of emergency, and it supports community building among residents through various events. In fiscal year 2022, we did not hold any events that would attract a large number of residents to prevent the spread of the new COVID-19, but we did hold seasonal and enjoyable events such as the installation of Tanabata and Christmas decorations that would not cause the 3Cs (closed spaces, crowded places, and close-contact settings).

Tenant health and comfort considerations

To improve tenant safety and comfort, Takara Leben Real Estate Investment Corporation is promoting the installation of AEDs, disaster reserves, emergency supplies in elevators, and digital signage to inform tenants of evacuation routes. We also promote tenant communication by displaying posters promoting stairway use and educating tenants about health promotion.