Customer Satisfaction
Creating Value for Customers by Promoting Digital Transformation (DX)
The MIRARTH HOLDINGS Group believes that it is important to stand by our customers and continue providing better services. We will drive value creation for our customers from a technological perspective.
Building a Customer Information Utilization Platform
MIRARTH HOLDINGS believes that realizing the Group's Purpose starts with staying close to our customers and delivering better services. To this end, we are working to build a customer information utilization platform by leveraging Treasure Data CDP, provided 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 converting customer experiences into data and enabling all employees and stakeholders, including sales representatives, to deepen their understanding of customers.
Furthermore, we will use AI to conduct detailed analyses of customer feedback received through surveys and other channels, and quickly incorporate potential needs into 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 Condominium Salons
LEBEN SALON AKIHABARA EXPERIENCE
Takara Leben has opened a comprehensive condominium gallery “LEBEN SALON AKIHABARA EXPERIENCE” in Chiyoda-ku, Tokyo. This facility features the company's first virtual reality (VR) viewing system, with an approximately 8-meter-wide LED display, one of the largest in Tokyo, installed across three surfaces—the walls and floor. This enables visitors to experience floor plans, views from the units, exteriors of condominiums, and common areas at actual scale with an immersive sense of impact.
In addition, by consolidating its sales locations, the Company no longer needs to set up individual model rooms for each property. This approach helps reduce environmental impact and lower costs. Moving forward, we plan to roll out this initiative nationwide, contributing to both reducing environmental impact and enhancing customer satisfaction by delivering immersive viewing experiences and building a more efficient sales network.
LEBEN SALON IKEBUKURO PROPOSAL END
Takara Leben has opened a comprehensive condominium gallery “LEBEN SALON IKEBUKURO PROPOSAL END” in Toshima-ku, Tokyo. At this salon, visitors can experience the appeal of our condominiums through the "Mirai Human Washing Machine," which garnered significant attention at the Expo 2025 Osaka, Kansai, Japan; the "Mira-Resi Corner," which showcases disaster resilience solutions; two actual model rooms; as well as dedicated facilities and color selection options.
The "Mirai Human Washing Machine" was an iconic exhibit at the "Osaka Healthcare Pavilion," which attracted some of the highest levels of attention at the Expo 2025 Osaka, Kansai, Japan. It is more than simply a bathing machine but a futuristic healthcare solution designed to support people's well-being. This was introduced as a new initiative by the Company aimed at offering healthy and comfortable lifestyles, and demonstrations are available through advance reservations.
LEBEN SALON NAGOYA
Takara Leben has opened a comprehensive condominium gallery “LEBEN SALON NAGOYA” in Nagoya City, Aichi Prefecture.
In the Nagoya area, we plan to sell multiple condominiums in the future. By consolidating sales activities at this salon, we will broaden the range of proposals available to customers while improving sales cost efficiency.
Following the "LEBEN SALON AKIHABARA EXPERIENCE," LEBEN SALON NAGOYA has introduced an approximately 6.5-meter-wide, three-sided LED display and a VR viewing system. This allows visitors to have an immersive and realistic condominium viewing experience. In addition, the salon also features a model room, allowing visitors to gain a more realistic sense of the condominiums.
Conducting Customer Surveys
Survey on Sales Staff
Takara Leben has been conducting surveys of model room visitors since FY2019 with the aim of enhancing customer satisfaction by understanding customers' perception of our sales staff and the Company. In the survey, customers evaluate sales staff’s customer service from various perspectives, such as "whether sales staff provided proposals that met customers' needs," "whether their explanations were easy to understand and provided within an appropriate timeframe," and "whether they interacted with customers with care and courtesy."
From FY2022, we adopted survey response methods using iPads and QR code scanning, and by FY2025, we received over 11,000 customer responses. The aggregated results are provided as feedback to each model room every month and shared within relevant departments. Based on the survey results, we have utilized customer feedback to improve customer service and create more comfortable spaces, including reducing the time required for customer interactions and installing nursing rooms to make it easier for customers with children to visit. When we received feedback suggesting that we incorporate designs that reflect local landscape and history, we promptly shared the feedback internally with relevant departments, and incorporated it into condominium development and product planning in the same area.
| Regarding the service provided by the sales representative who assisted customers | FY2024 | ||||
|---|---|---|---|---|---|
| Dissatisfied | Somewhat dissatisfied | Neither satisfied nor dissatisfied |
Somewhat satisfied | Satisfied | |
| Overall time spent on explanations and time allocation | 0% | 2% | 8% | 22% | 67% |
| Guidance and proposals tailored to the customer's needs. | 0% | 1% | 5% | 23% | 71% |
| Promptness of explanations and responses to customers’ questions (concerns) | 0% | 1% | 5% | 20% | 74% |
| Amount and clarity of information regarding the property and surrounding environment | 0% | 0% | 5% | 22% | 72% |
| Explanations regarding financial planning and life planning | 0% | 1% | 17% | 23% | 58% |
| Explanations regarding management and after-sales service | 0% | 0% | 15% | 25% | 60% |
| Consideration and courteousness toward customers | 0% | 0% | 4% | 15% | 80% |
| Regarding the service provided by the sales representative who assisted customers | FY2025 | ||||
|---|---|---|---|---|---|
| Dissatisfied | Somewhat dissatisfied | Neither satisfied nor dissatisfied |
Somewhat satisfied | Satisfied | |
| Overall time spent on explanations and time allocation | 0% | 2% | 7% | 23% | 68% |
| Guidance and proposals tailored to the customer's needs. | 0% | 1% | 4% | 23% | 72% |
| Promptness of explanations and responses to customers’ questions (concerns) | 0% | 0% | 4% | 20% | 75% |
| Amount and clarity of information regarding the property and surrounding environment | 0% | 0% | 4% | 22% | 74% |
| Explanations regarding financial planning and life planning | 0% | 1% | 15% | 23% | 61% |
| Explanations regarding management and after-sales service | 0% | 1% | 14% | 25% | 60% |
| Consideration and courteousness toward customers | 0% | 0% | 3% | 15% | 81% |
Tenant Survey
As part of its initiatives for tenants, MIRARTH Real Estate Investment Corporation conducts surveys with as many tenants as possible to identify and implement measures to improve tenant satisfaction. The survey, targeting office and commercial properties (14 properties, 163 tenants), gathers valuable feedback on topics such as satisfaction levels, areas where tenants would like renovations, and infection control measures, which will help maintain positive 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 tenant satisfaction.
Initiatives to Improve Customer Loyalty
Takara Leben Owners' Club "DLPS"
To support the realization of comfortable lifestyles, Takara Leben operates the Takara Leben Owners’ Club "DLPS," a membership organization for purchasers of condominiums under its original brands "LEBEN," "THE LEBEN," and "NEBEL." "DLPS" offers a wide range of services related to housing and daily life. These services include the premium "Owners Elite" program offered in partnership with services for premium credit card members, as well as seamless access to hotels operated by the Group, and various preferential benefits provided by partner companies that enrich members’ lifestyles. In addition, within the app, members can easily request repairs to exclusive-use areas based on the "10 for ALL" peace-of-mind assurance service provided for eligible properties. The app also features a system for "exclusive-use area repair reserve contributions" using electronic money. Through these services, we promote appropriate maintenance and help maintain asset value after handover, striving to enhance convenience and peace of mind for residents.
Furthermore, in collaboration with Group companies, we are enhancing comprehensive support services, such as arranging house cleaning and consultations for relocation. By staying close to customers in every aspect of their daily lives, Takara Leben will enhance customer loyalty to its brand and contribute to realizing sustainable and fulfilling lifestyles.
- * DLPS: A platform that provides services and information related to housing and lifestyles, with the aim of improving customer satisfaction after moving in, creating synergies across the Group, and cultivating loyal customers.
Community Activities by Leben Community
Following the Great East Japan Earthquake in 2011, the importance of community building in condominiums has been reevaluated. Leben Community, which provides condominium management services, believes that building face-to-face relationships on a daily basis contributes not only to comfortable living but also to day-to-day crime prevention and support and reassurance in times of emergency. Based on this belief, Leben Community supports community building among condominium residents.
Resident Social Gatherings
As part of its support for community building, Leben Community holds various events such as “Resident Social Gatherings” in newly built condominiums to help residents meet each other for the first time, allowing both adults and children to build connections while enjoying snacks and games. Furthermore, in condominiums consisting of multiple buildings, Leben Community supports joint summer festival events, where children can create summer memories through games, food stalls, and workshops.
Promoting Tenant Communication
MIRARTH Real Estate Advisory, which is entrusted with managing assets of MIRARTH Real Estate Investment Corporation, promotes tenant communication by introducing facilities for disaster prevention measures and improved comfort at properties owned by MIRARTH Real Estate Investment Corporation.
Health and Safety Considerations for Tenants
In addition to AEDs, emergency supplies, and digital signage to inform people of evacuation routes, we have installed emergency chairs in the elevators. These chairs are equipped with a storage compartment for emergency supplies, emergency toilet, seat, and a place to put personal belongings.
We also display posters encouraging the use of stairways to raise awareness among the tenants regarding health improvement.
Installation of EV Charging Infrastructure
We have installed "Terra Charge" electric vehicle (EV) charging outlets (70 units in total) at 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 expanding its installation as an initiative to improve convenience for residents and EV users.
