The Importance of Speed and Expertise in Emergency Response Services in Real Estate Management

In an increasingly demanding rental market, tenants prioritize the speed and skill of emergency response services, according to a recent survey conducted by Japan Best Rescue System (JBR). This survey, targeting individuals who have utilized emergency services like plumbing and electrical fixes, illuminates two critical concerns in the real estate management sector: the need for swift response and technical proficiency.

Key Findings from the Survey

The survey posed several critical questions to the participants, revealing significant insights. When asked about their expectations from property management firms, the second most important aspect was "Emergency Response/Trouble Handling," closely following the top priority of "Maintenance and Repairs." This indicates that timely intervention in emergencies is nearly as crucial as the upkeep of facilities.

Further, a striking 75% of participants stated that their satisfaction with emergency services directly influenced their perception and evaluation of the property management company. This statistic underscores the immense impact that service quality has on tenant assessments of management firms.

What Tenants Expect from Emergency Services

The survey further explored the expectations tenants have from emergency response services. The overwhelming demand for "response speed" emerged as the clear leader, followed by "affordability" and then "technical skills." Quick responses require efficient problem assessment at the reception level, highlighting the necessity for a streamlined operating procedure.

A noteworthy differentiation among respondents was evident when asked how they prefer to reach emergency services. For those aged 40 and above, traditional phone calls remained the preferred method, while over 60% of the 20-30 year age group favored digital alternatives like web or messaging services. This generational divide suggests that property management companies must enhance their digital channels to effectively meet younger tenants' needs.

JBR's Commitment to Address Tenants' Needs

The findings from this survey demonstrate that tenant satisfaction with emergency response services significantly affects their opinions of property management companies. Speed and technical expertise are paramount qualities that tenants seek. JBR has acknowledged these preferences and is actively implementing strategies to enhance its service offerings.

In particular, JBR recognizes the dual needs of different age groups—phone service for the older generation and digital solutions for younger tenants. By acknowledging this diversity in preferences, JBR aims to address these disparities effectively.

Strengthening Services for Better Tenant Experiences

JBR is dedicated to continuously responding to customer needs and will prioritize enhancing its emergency services. The ultimate goal is to improve tenant satisfaction and, subsequently, the reputation of property management companies. JBR's efforts will contribute to the establishment of a robust and reliable residential infrastructure for tenants.

Survey Overview

The survey was conducted by Cross Marketing Inc. between November 28 and December 3, 2025. The target audience consisted of individuals who had used emergency response services within the past year.

About Japan Best Rescue System

Founded in February 1997, Japan Best Rescue System is headquartered in Nagoya and focuses on providing solutions for various domestic inconveniences, including key issues, plumbing, and glass troubles. Additionally, JBR offers extended warranty services for home appliances and insurance products emphasizing household asset coverage. For more information, visit JBR’s website.