{
  "docId": "019dd923-5eff-723e-9be7-5d6e73ab277d",
  "docSlug": "f9e84ffd149e06c5",
  "documentTitle": "2025 Annual Report",
  "authorId": "Lufthansa",
  "authorName": "Lufthansa Group",
  "documentKindSlug": "consulting-deck",
  "documentKindLabel": "Consulting deck",
  "sourceTypeSlug": "strategy_consulting",
  "sourceTypeLabel": "Strategy consulting",
  "presentationDate": null,
  "orientation": "landscape",
  "aspectRatio": 1.414,
  "pageNumber": 227,
  "pageCount": 414,
  "prevPage": 226,
  "nextPage": 228,
  "slideType": "appendix_disclosure",
  "function": "summarize",
  "density": "balanced",
  "nDataPoints": 0,
  "notes": "Page 227 of the Lufthansa Group Annual Report 2025. Contains three columns of text describing customer engagement processes.",
  "elementsJson": [
    "paragraph"
  ],
  "metadataConfidence": 0.9,
  "imagePath": null,
  "slideHref": "/slides/019dd923-5eff-723e-9be7-5d6e73ab277d/227",
  "deckHref": "/decks/019dd923-5eff-723e-9be7-5d6e73ab277d",
  "deckJsonHref": "/decks/019dd923-5eff-723e-9be7-5d6e73ab277d.json",
  "deckAnchorHref": "/decks/019dd923-5eff-723e-9be7-5d6e73ab277d#slide-227",
  "components": [
    {
      "bbox": {
        "h": 0.75,
        "w": 0.27,
        "x": 0.68,
        "y": 0.18
      },
      "kind": "paragraph",
      "text": "The Lufthansa Group transparently communicates environmental impacts to its customers. Products which include a contribution to CO2 emission savings via usage of SAF or support for climate change mitigation projects...",
      "attrs": null,
      "subkind": "paragraph",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "b9ae4272-9ffb-49e5-a54e-23f04990410a",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.75,
        "w": 0.27,
        "x": 0.08,
        "y": 0.18
      },
      "kind": "paragraph",
      "text": "In addition to the NPS, the Passenger Airlines segment operates a dedicated online platform, the “Co-Creation Hub”. This platform serves as a central place for the sharing of ideas and the development of forward-looking solutions.",
      "attrs": null,
      "subkind": "paragraph",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "dacde4e0-6bc2-41cf-aad2-95215d259946",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.65,
        "w": 0.27,
        "x": 0.38,
        "y": 0.18
      },
      "kind": "paragraph",
      "text": "The Lufthansa Cargo Customer Experience Team also conducts periodic surveys. These aim to gather feedback on customer satisfaction and other relevant topics.",
      "attrs": null,
      "subkind": "paragraph",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "ee130ad8-54ff-4af8-9357-b37cb2f56590",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.02,
        "w": 0.2,
        "x": 0.16,
        "y": 0.05
      },
      "kind": "title",
      "text": "Combined management report",
      "attrs": null,
      "subkind": "headline",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "a0ed511e-49c3-4419-a2ed-e76959fa504e",
      "frameworkName": null,
      "frameworkSlug": null
    }
  ],
  "metrics": [],
  "tools": [],
  "frameworks": [],
  "arcBeats": [
    {
      "to": 250,
      "from": 78,
      "beatId": "019debc8-a173-720a-9609-f76c8cf8b075",
      "arcName": "The Triple Take",
      "arcSlug": "triple-take",
      "beatName": "The Implications (So What)",
      "beatSlug": null,
      "evidence": "Risk report, opportunities, double materiality, ESRS climate/social/governance impacts",
      "position": 2,
      "confidence": 60,
      "parentBeatName": null,
      "parentBeatSlug": null
    }
  ],
  "loops": [
    {
      "to": 232,
      "from": 221,
      "name": "Voice Of Customer",
      "slug": "51-voice-of-customer",
      "bestFor": "Product strategy, customer experience, market research",
      "matchId": "019debc8-a3e5-72b9-aec3-a16685f1c145",
      "evidence": "S4 disclosures cite NPS via PST and segment-specific feedback loops",
      "position": 11,
      "objective": "Customer/end-user feedback channels translated into actions",
      "structure": "What Customers Say (Verbatim) -> The Pattern Across Voices -> The Insight -> The Response",
      "confidence": 55,
      "description": "Let customer quotes and feedback drive the narrative and validate the insight"
    }
  ],
  "imagePathAlt": null,
  "thumbSrc": null,
  "thumbSrcAlt": null,
  "locked": true
}