Material Issue 4
To provide comfortable and secure spaces for society at large
Material Issue 4
Material Issue 4
To provide comfortable and secure spaces for society at large
Providing safe, comfortable, and secure spaces to society at large.
Related SDGs
Basic Policy
As various social issues such as human rights issues like discrimination and poverty, intensification of disasters, and the spread of infection with the coronavirus disease (COVID-19) become apparent, the tendency toward well-being has increased, and people's living spaces, especially homes, are required to be safe, secure, comfortable and warm.
The Sumitomo Forestry Group strives to improve customer satisfaction by setting "We provide high-quality products and services that bring joy to our customers." in the Code of Conducts, and focusing on providing high-quality products that give a sense of security, safety, comfort and warmth to many customers, of both newly built detached houses and remodeling.
Impact on Society and the Environment
| Material Issue 4 | Impact (Influence) |
|---|---|
| To provide comfortable and secure spaces for society at large Providing safe, comfortable, and secure spaces to society at large. |
Improvement of customer satisfaction by reducing complaints |
| Ensuring social credibility by improving quality |
Management of Material Issue 4 (FY2022)
In Mid-Term Sustainability Targets 2024, Material Issue 4 is divided into 5 evaluation indicators, and management is carried out by incorporating them into annual activity policies and measures of the management department. We also assess the impacts that the material issue has on society and the environment.
Customer satisfaction
In the detached houses sector, we conduct questionnaire at the time of moving in as an indicator of customer satisfaction. In fiscal 2022, overall satisfaction with the building's interior and exterior design and comfort of living improved, resulting in a score of 53.2, two points higher than targeted.
For items with a relatively low satisfaction rate, we will make further improvements to increase customer satisfaction by developing countermeasures in relevant departments through the satisfaction improvement working group, which meets monthly.
Results
Ratings in the table below
Achieved: ◯ Not achieved but improved from previous year: △ Not achieved and declined compared to previous year: ✕
| Indicators for Evaluation | Managing department | FY2022 target |
FY2022 result |
FY2022 value |
FY2023 target |
FY2024 target |
|---|---|---|---|---|---|---|
| Ratio of Implementation of design performance evaluation (%) | Housing Division | 99.0 | 99.8 | ○ | 99.0 | 99.0 |
| Ratio of Construction performance evaluations implemented (%) | 99.0 | 99.8 | ○ | 99.0 | 99.0 | |
| Ratio of Certified as Long-life Quality Housing*1 (%) | 95.0 | 96.3 | ○ | 95.0 | 95.0 | |
| Questionnaire at the time of moving in (Non-consolidated NPS value*2) (%) | 51.0 | 53.2 | ○ | 52.0 | 53.0 | |
| Improvement of score of customer survey on person in charge of construction*3(point) | 75 | 70.8 | × | 78 | 80 |
*1Limited to private house and applicable floor area or more
*2Net Promoter Score (NPS)
NPS is a new index used to measure customer loyalty (the amount of trust and affinity for the company and brand)
*3Evaluation index for Sumitomo Forestry Home Tech only