Stakeholder dialogue

We always incorporate the expectations of our stakeholders, such as customers, employees, and suppliers, into our strategic decision making.

Open dialogue with our stakeholders is crucial for us. Even during the development of our first Responsible Business Plan in 2016, we actively considered the expectations of all relevant groups – and have since firmly integrated this continuous exchange into our processes. This ensures that their perspectives are systematically captured and incorporated into our targets and measures.

For our employees, we rely on regular surveys, formats such as “30 Minutes@Work” and “Tower Talk,” as well as hybrid roadshows with the Executive Board. In addition, whistleblower channels and ombudsman offices exist for reporting misconduct anonymously. Prevention and remedial measures are implemented within the framework of our due diligence process (see also the chapter Governance, compliance, and ethical principles) and are specifically developed based on the information received.

Along the value chain, we maintain direct communication with suppliers, offer training on the Supply Chain Due Diligence Act (LkSG), and operate a whistleblower channel. Complaints are received via independent ombudspersons and multilingual channels. In cases of violations, we work together on prevention and remediation measures such as JAC audits or the development of action plans. These measures are integrated into our due diligence process (see above).

For customer feedback, we use digital tools such as the Net Promoter Score (NPS), the Medallia tool, and social media analytics (see also the chapter Product and service experience). In addition, structured complaint channels are available via telephone, chat, email, and online portals. Negative impacts are also addressed through defined remediation mechanisms within the due diligence process.

Further information on stakeholder engagement formats and remedial mechanisms can also be found in our 2024 Annual Report from page 49 onwards.