Customer Satisfaction
Creating value for customers by promoting DX
MIRARTH HOLDINGS Group believes that it is important to be close to our customers and to promote the provision of better services. We will promote the creation of value for our customers from the aspect of technology.
Building a customer information utilization platform
MIRARTH HOLDINGS believes that realizing our Group's purpose starts with staying close to our customers and delivering better services. To this end, we are working to build a customer data utilization platform by leveraging Treasure Data CDP, offered by Treasure Data Inc., a leading company in the field of Customer Data Platforms (CDP).
In building this platform, we aim to provide a higher quality customer experience by digitizing customer experiences and enabling all employees and stakeholders, including sales representatives, to deepen their understanding of customers.
Furthermore, we will use AI to thoroughly analyze customer feedback received through surveys and other means, and quickly reflect potential needs in product planning and service improvements.
Going forward, we will continue to deepen our relationships of trust with our customers and strive to create new value through optimal communication utilizing data.
Development of permanent apartment salons
LEBEN SALON AKIHABARA EXPERIENCE
Takara Leben has opened the comprehensive condominium gallery 'LEBEN SALON AKIHABARA EXPERIENCE' in Chiyoda-ku, Tokyo. This facility adopts the company's first VR (virtual reality) viewing system, installing one of the largest LED screens in Tokyo—about 8 meters tall—on three surfaces—on the walls and floors, allowing visitors to experience the layout, views, exterior of the condominium, and common areas in life-sized and impressive shapes.
In addition, by consolidating its sales functions into this centralized hub, the Company no longer needs to set up individual model rooms for each property. This approach reduces environmental impact and cuts costs. Moving forward, we plan to roll out this initiative nationwide, delivering immersive viewing experiences and building a more efficient sales network, and contributing to both sustainability and enhanced customer satisfaction.
LEBEN Salon Ikebukuro Proposal End
Takara Leben has opened the comprehensive condominium gallery 'LEBEN Salon Ikebukuro Proposal End' in Toshima-ku, Tokyo. At our salon, you can experience the appeal of their apartments through features such as the "Mirai Human Washing Machine," which became a major topic at the Osaka Expo, the "Miraregi Corner" that proposes resilience during disasters, two actual model rooms, as well as dedicated facilities and color selection.
The "Mirai Human Washing Machine" is a symbolic exhibit of the "Osaka Healthcare Pavilion," which drew the most attention at the 2025 Osaka-Kansai Expo. It is not just a bathing machine but a future healthcare solution that supports people's well-being. This was introduced as a new initiative by our company to provide a healthy and comfortable lifestyle, and demonstrations are available for trial with advance reservation.
LEBEN Salon Nagoya
Takara Leben has opened the comprehensive condominium gallery 'LEBEN Salon Nagoya' in Nagoya City, Aichi Prefecture.
In the Nagoya area, we plan to sell multiple condominiums in the future, and by selling them collectively at our salon, we aim to broaden our range of proposals to customers and improve sales cost efficiency.
LEBEN Salon Nagoya, following the "LEBEN SALON AKIHABARA EXPERIENCE," introduced a three-panel LED vision and VR (virtual reality) viewing system approximately 6.5 meters wide. This allows you to experience the immersive and lively experience of viewing a condominium. In addition to the viewing system, there is also a model room, allowing visitors to experience the concrete image of the condominium.
Conducting a survey
Sales Staff Survey
Takara Leben has been conducting surveys of model room visitors since fiscal 2019 to understand customers' impressions of sales staff and the company, aiming to increase customer satisfaction. In the survey, we received evaluations from various aspects regarding the sales staff's response, such as "whether we could make proposals that met the customer's needs," "whether the explanations were easy to understand and timed appropriately," and "whether we were able to respond with care and courtesy."
From fiscal year 2022, we adopted a survey response method using iPads and QR code scanning, and by fiscal year 2025, we were able to receive over 10,000 customer feedback. The aggregated results are fed back to each model room every month and shared within departments. Based on survey results, the hospital has been utilized to shorten service times and install nursing rooms to make it easier for customers with children to visit, providing customer service and creating a comfortable space. When we received suggestions to incorporate designs based on the land's landscape and history, we promptly coordinated internally with relevant departments, which was utilized in condominium development and product planning in the same area.
| Regarding the service provided by the sales representative who assisted the customer. | FY2024 | ||||
|---|---|---|---|---|---|
| Unsatisfied | Somewhat dissatisfied | Both I can't say it. |
Somewhat satisfied | satisfaction | |
| The time taken for the overall explanation and the time allocation | 0% | 2% | 8% | 22% | 67% |
| Guidance and proposals tailored to the customer's needs. | 0% | 1% | 5% | 23% | 71% |
| The speed at which we explain and respond to customers' questions (concerns). | 0% | 1% | 5% | 20% | 74% |
| The amount and clarity of information regarding the property and surrounding environment. | 0% | 0% | 5% | 22% | 72% |
| Explanation of financial planning and life planning. | 0% | 1% | 17% | 23% | 58% |
| Explanation of management and after-sales service | 0% | 0% | 15% | 25% | 60% |
| Attentiveness to customers and courteous service. | 0% | 0% | 4% | 15% | 80% |
| Regarding the service provided by the sales representative who assisted the customer. | FY2025 | ||||
|---|---|---|---|---|---|
| Unsatisfied | Somewhat dissatisfied | Both I can't say it. |
Somewhat satisfied | satisfaction | |
| The time taken for the overall explanation and the time allocation | 0% | 2% | 7% | 23% | 68% |
| Guidance and proposals tailored to the customer's needs. | 0% | 1% | 4% | 23% | 72% |
| The speed at which we explain and respond to customers' questions (concerns). | 0% | 0% | 4% | 20% | 75% |
| The amount and clarity of information regarding the property and surrounding environment. | 0% | 0% | 4% | 22% | 74% |
| Explanation of financial planning and life planning. | 0% | 1% | 15% | 23% | 61% |
| Explanation of management and after-sales service | 0% | 1% | 14% | 25% | 60% |
| Attentiveness to customers and courteous service. | 0% | 0% | 3% | 15% | 81% |
Tenant Survey
MIRARTH Real Estate Investment Corporation is working to improve tenant satisfaction by conducting surveys with as many tenants as possible and considering and implementing measures to enhance their satisfaction. Targeting offices and commercial facilities (14 properties, 163 tenants), we have gathered valuable feedback regarding satisfaction levels and areas for renovation, which will help maintain good communication in the future.
In December 2025, we conducted a tenant survey to understand the current situation, including requests for expanding the scope of cleaning for handrails, windows, and sashes, as well as the status of smoking on the streets. Based on this, we are considering revising smoking areas and formulating construction plans that take into account needs regarding plumbing. In addition, for residential properties, we received many valuable opinions that will be useful for future property management, including questions about commuting time and satisfaction with management, as well as suggestions for introducing renewable energy.
We will continue to conduct surveys regularly and share the results with property management companies to continuously strive to improve resident satisfaction.
Initiatives to improve customer loyalty
Takara Leben Owners' Club "DLPS"
To support the realization of a comfortable lifestyle, Takara Leben operates the Takara Leben Owners Club "DLPS," a membership organization for subscribers of the original condominium brands "LEBEN," "THE LEBEN," and "NEBEL." "DLPS" offers a wide range of services related to housing and daily life through a dedicated app. You can seamlessly enjoy various benefits from partner companies, including premium "Owners Elite" in partnership with premium credit card member services, which enhance your lifestyle. Additionally, within the app, based on the "10 for ALL" security service provided for eligible properties, it makes it easy to request repairs to private areas, and we have introduced a system for "private area repair accumulation" using electronic money. This promotes proper maintenance and the preservation of asset value after handover, striving to enhance convenience and peace of mind for residents.
Furthermore, in collaboration with group companies, we enhance total support such as arranging house cleaning and consultations for relocation. By being close to every aspect of daily life, Takara Leben enhances customer loyalty to the brand and contributes to realizing a sustainable and prosperous lifestyle.
- * DLPS: A platform that provides services and information related to housing and lifestyle, with the aim of improving customer satisfaction after moving in, creating group synergies, and cultivating loyal customers.
Community Activities in the Leben Community
In the wake of the Great East Japan Earthquake in 2011, the importance of community building in condominiums is being reevaluated. Leben Community, which provides condominium management services, supports the formation of communities among condominium residents, believing that building face-to-face relationships daily not only makes life easier, but also helps prevent crime and provides help and reassurance in times of emergency.
Social Gatherings for Residents
As part of our support for community building, Leben Community holds various events such as 'Resident Social Gatherings' in newly built condominiums where residents can meet each other for the first time, allowing both adults and children to enjoy sweets and games while building family connections. Additionally, in apartments with multiple buildings, we support joint summer festival events that provide children with memories of summer vacation through games, food stalls, and workshops.
Promoting Tenant Communication
At MIRARTH Real Estate Advisory, which manages assets under entrusted management by MIRATH Real Estate Investment Corporation, we have introduced facilities for disaster prevention measures and improved comfort in properties owned by the corporation, promoting tenant communication.
Health and Safety Considerations for Tenants
In addition to AEDs, stockpiles for disasters, and digital signage to inform people of evacuation routes, we have installed emergency chairs in the elevators that serve as emergency stockpiles, emergency toilets, stools, and luggage storage.
Also, posters promoting the use of stairways are displayed to raise awareness among the residents regarding health.
Installation of EV charging infrastructure
We have installed "Terra Charge" electric vehicle charging outlets (70 units in total) in 14 residential properties and 2 office properties to improve customer satisfaction. "Terra Charge" is a service that can be used via a smartphone app, and we are gradually introducing it as an initiative to improve convenience for residents and EV users.
