Pursuing Customer Satisfaction through Our Value Chain
People these days are seeking new and different types of value in a house while housing companies are similarly looking for new ways to provide optimal value to customers. Being able to see the big picture in a complex business is necessary for maximizing customer value through the value chain. The key to accomplishing this is in the industry-leading “big data” we have been able to gather through diverse channels. The analysis of such data allows us to anticipate both customer needs and shifts in social trends. Making use of the data throughout the group and sharing it with our suppliers leads to high levels of productivity and top-drawer performance, quality, and after-sales services; it also helps to build a market in which a house is a good social asset.
Five action policies
Creating safety, security, comfort, and health by integrating tangible (technological development) and intangible elements
Tangible elements refer to the top-quality products and technologies we have developed over half a century that ensure safety, security and comfort. We also pursue research on happiness–an intangible element–aiming to generate new value in such areas as health, connection, and learning.
Meticulous supply chain management for material procurement
As interest in ESG investment rises, we are promoting highly sustainable procurement and other practices, and working to create long-term benefits for both our company and its suppliers, as well as strengthening our collaborative relationships.
Enhancing production and distribution quality and improving operational efficiency
We combine small lot, multi-variant, and built-to-order types of production while maintaining efficient systems, and we are increasingly automating our production lines and utilizing AI and IoT to supply highprecision structural components. We are also setting up an on-premises logistics visualization system and working to achieve high efficiency and high quality in the shipment loading process.
Strengthening our workmanship and maximizing our construction capabilities
In producing high-precision structural components in our factories, we rely on our strengths–our more than 8,000 construction technicians, plus the close coordination we are able to achieve with Sekisui House Group companies and our partner building contractors (the Sekisui House Association). We are also actively engaged in maintaining and ensuring quality workmanship.
Providing long-term support for customer lifestyles and maintaining and improving housing property value
We offer asset management and maintenance optimized to individual customers. We provide repairs and equipment renewals, as well as remodeling for improved comfort and convenience. In addition, we are stepping up renovations that involve significant alterations and changes of purpose.
Customer satisfaction level 95.9%
Satisfaction has remained over 95% since FY2010.
Note: Based on answers collated from a questionnaire one year after moving in, counting the top 3 of 7 choices–very satisfied/satisfied/somewhat satisfied