Initiatives on Behalf of Tenants
Realizing better customer satisfaction (CS) should create opportunities to invite new tenants as well as to continue contracts with existing tenants.
JPR believes that it is the quickest way to enhance CS is to directly hear the requests and comments of tenants and users and reflect them to the facilities and services. Based on this belief, JPR takes a variety of measures.
Periodical CS Surveys
JPR periodically conducts CS surveys and inspections in order to check the level of its tenant services for each building.
Based on the inspection results, discussions are made to identify the issues and countermeasures for each building, with an aim to continuously enhance the services offered by JPR as a whole.
The surveys are consigned to a think tank, a third-party organization, to secure fair assessment results.
Changes in CS Survey Results
Based on the survey results, JPR addresses the requests from tenants as quickly as possible, endeavoring to improve the issues.
Through these continuous responses to tenants, their overall satisfaction (average) has been steadily enhanced.
* The 2020 CS Survey is postponed or cancelled due to the spread of COVID-19.
[Overview of the 2019 CS Survey]
Survey period: May - June 2019 Surveyed buildings: 42 buildings with 508 tenants
Questionnaire items: management and administration, responses to tenants,
crime prevention and safety, emergency responses and environmental preservation, etc.
Inspection Flow Chart for CS
PM: property manager (leasing management)
BM: building manager (building management)
Recipients of JPR Best Performance Award 2019 Selected!
JPR has established the "JPR Best Performance Award" based on the CS survey (tenant satisfaction survey) results and recommendations from property managers to commend building managers exhibiting outstanding levels of management services and to recognize them as model building managers for others to follow. By setting customer satisfaction as the criteria for selecting the recipient, the award has given great incentive to building managers for improving customer satisfaction. At the buildings that were awarded, managers often voiced ideas for enhancement of the level of management and the award has further raised the motivation.
Moreover, since the tenant satisfaction levels at buildings that received awards are high, sharing their excellent services and efforts with other building managers has led to improvement in the management level of the entire portfolio.
The Best Performance Award 2019 was given to JPR Ichigaya Bldg. The management staff always build good relations with tenants and excel at managing the building. As a result, tenant satisfaction is high, leading to fewer problems. When simultaneously dealing with construction work on the changeover of retail unit tenants and the departure of tenants, the staff facilitated difficult events flexibly. The building also scores consistently high in tenant satisfaction surveys and, for these reasons, JPR Ichigaya was the winner.
The special award was given to Kanematsu Bldg. and Kanematsu Bldg. Annex, which are highly rated every year despite stringent management requirements, and to JPR Ueno East Bldg. for its quick response to problems and well-organized management. The special award was also given to JPR Hakata Bldg., Yakuin Business Garden and JPR Naha Building, which were highly rated for their staff's attitude toward work and the high standard of management.
Recipients of JPR Best Performance Award 2019
Award Special Award Special Award Special
Considerations Given to Security and Service
JPR provides high-quality services in consideration of safety and security of all the people who use the properties. By doing so, JPR works to enhance tenant satisfaction.
Keeping composed even in emergency
Disaster emergency response system
- Utilize the disaster manual
- Establish the disaster emergency response system
Preventing accidents caused by human errors
Enhanced safety at parking lots
- Prepare safety standards for parking lots
- Understand the current status and check conformity to the standards
- Install, review and replace equipment
- Securely explain how to use to managers and users
Greetings with a Smile
Improvement of staff manners
- Prepare a manual for manners
- Check staff manners periodically
Always kept clean
Raising levels of cleaning
- Utilize cleaning check sheets
- Periodically check the cleaning crew
Comfortable indoor space
Replacement of air-conditioners
- Conduct strategic replacement based on the results of the CS surveys
- Exercise energy-saving effects
Enhance comfort for people within the building
Making arrangements for seasonality
Performance at the entrance
- Conduct three times (spring, summer and winter) a year
Installation of flowers at the entrance (spring)
Preparation of strips of paper conveying wishes with tenants at the Tanabata festival (summer)
Decoration for Christmas (winter), etc.