Investor Presentaiton

4-3 Property Management Strategy (2/2) - Management & Operation Quality NBF Mapen Building Fund We create trusting relationships with tenants by providing high-quality operations that tenants and office workers appreciate. ■ Program to Raise Management & Operation Quality (PDCA cycle based on customer satisfaction surveys*) • We conduct annual customer satisfaction surveys of tenants and office workers Overall Customer Satisfaction Demonstrated by the Customer Satisfaction Survey Tenant (General Affairs Manager) Survey (Points) • Determine improvements 900 at each building. 850 CHECK ACTION 851 853 841 823 805 800 784 775 DO PLAN 750 700 2010 2011 2012 2013 2014 2015 2016 • Formulate action plans for each building. Office Worker Survey (Points) 850 • Execute action plans at each building. • Feedback to tenants *Overview of Fiscal 2016 Customer Satisfaction Survey Survey subjects: Number of responses: Survey period: Survey scope: Evaluation method: Tenant survey at 56 buildings (excluding masterleased and other properties) Office Worker Survey at 55 buildings (excluding masterleased and other properties) 860 tenant companies (response rate: 83%) 6,221 office workers (response rate: 80%) April-May 2016 overall management and operations including air conditioning, elevators, bathrooms, cleanliness, security and emergency preparedness rank order survey with five quality options. Overall customer satisfaction calculated by tabulating the impact of each survey item (1,000 is a perfect score. 800 represents the score if all respondents select the second-highest quality ranking for every question.) 28 795 794 800 784 766 758 745 750 729 700 2010 2011 2012 2013 2014 2015 2016

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