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  "documentTitle": "2025 Annual Report",
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      "text": "Lufthansa Group Passenger Airlines have established a means of determining its Net Promoter Score (NPS) through the PST process.",
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      "text": "Lufthansa Group business segments have established additional specific communication channels. At Lufthansa Cargo, most customer interactions occur with forwarders. Lufthansa Technik also engages with customers through competitive tenders, regular meetings, consultations, conferences, trade fairs and on-site visits.",
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      "text": "Lufthansa Systems is not in direct contact with consumers, but considers their interests and concerns via its relationships with its corporate customers. At Lufthansa Aviation Training, the sales department serves as the link between the company and its customers.",
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      "text": "The Passenger Airlines receive over 30,000 customer responses each month. They use Net Promoter Score (NPS) through the PST process to assess customer recommendation rates and identify opportunities for improvement.",
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      "text": "S4 - Consumers and end-users",
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