Material Issue 4

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. Customer needs have become diverse due to changes in lifestyles and society, such as increasing desire for well-being, shrinking housing needs due to declining population, relocation of housing due to low birth rate and aging population, coexistence with foreigners, and changes in values related to race, religion, ethnicity, nationality, and gender (LGBTQ). It is important for companies to accurately respond to customer needs.

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

Management of Material Issue 4 (FY2024)

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.

Improving Customer Satisfaction

In the detached houses sector, we conduct questionnaire at the time of moving in as an indicator of customer satisfaction. In fiscal 2024, we achieved a score of 56.9 points, exceeding the target of 53.0 points by 3.9 points and successfully meeting our goal. (Number of responses: 4,926)

The survey item "Overall Satisfaction" increased by 0.5%, while the satisfaction rate for "Personalized and Attentive Service" rose by 0.8%. The second-year survey results also showed improvement, with the second-year NPS* rising to 40.2 points (an increase of 3.2 points from the previous year), and the satisfaction rate for "Service During Regular Inspections" reaching 79.7 points (up 2.3 points year on year). Regional differences were observed in the evaluations: the Kyushu area received high scores on the move-in survey, while the Chugoku-Shikoku area showed a high satisfaction rate for "Service During Regular Inspections." We will continue to share insights and engage with each branch and relevant department to further improve our NPS score.

* Net Promoter Score (NPS)
NPS is a new index used to measure customer loyalty (the amount of trust and affinity for the company and brand)

*1Limited to private house and applicable floor area or more

*2Evaluation index for Sumitomo Forestry Home Tech only

Mid-Term Sustainability Targets Phase 2 (2025–2027)

Management of Material Issue 4

In "Mid-Term Sustainability Targets Phase 2 (2025–2027)," Material Issue 4 is divided into two main categories, and management is carried out by incorporating them into the annual activity policies and measures of the management department.

Improving Customer Satisfaction

Response to Declining Birthrate and Aging Population