Balance 2015 ENG - Safety, health, satisfaction

Increasing customer satisfaction on a per- manent basis is one of the Lufthansa Group’s strategic cornerstones. In this area, the Group counts above all on quality and innovation, which are two of the central action fields in the strategic program “7to1 – Our way forward” (see page 19, Doing business responsibly and sustainably). The aviation company’s goal is to become the recognized quality leader in all markets and business segments and to develop Lufthansa German Airlines into the Western world’s first five-star airline. To this end, the airline will have completed the most com- Safety, health, satisfaction Product Responsibility across the Lufthansa Group Product Responsibility means for the Lufthansa Group that all business segments and companies continuously review and improve their offers and services along the entire service chain. It is of fundamental importance for the Group’s business success to increase customer satisfaction continuous- ly and to guarantee the safety and health of passengers, crews and em- ployees in the most effective way. It is equally important to protect personal data with the greatest of care. The aspect of “Service and Hospitality” in customer orientation will be given even more emphasis in the future. prehensive modernization of cabin interiors in its history by fall 2015. Regular customer surveys and the further development of the feedback management processes also play an important role in increasing passenger satisfaction (see page 62). 60 // Product Responsibility

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