S4
CONSUMERS AND END-USERS
Processes for engaging with consumers and end-users about impacts [S4-2]
Statements from respondents can be used in a targeted manner to develop measures for improvement, for example to identify and fill gaps in the portfolio and enhance communication channels as necessary. The effectiveness of the actions taken and therefore engagement with consumers and end-users can be measured in comparison to previous years using the net promoter score included in the survey. Individual sales employees are responsible for engaging with consumers and end- users. The Management Board is responsi- ble for instigating a comprehensive custo- mer survey. Processes to remediate negative im- pacts and channels for consumers and end-users to raise concerns [S4-3] In cases where the activities of the Zumtobel Group have significant negative impacts on individuals or groups of individuals in the downstream value chain with regard to hu- man rights violations or other offences, the Group ensures fair treatment of those affec- ted and a neutral, confidential, responsible and impartial investigation of the facts. This is intended to both clarify the situation and to provide appropriate remedy. Information on the whistleblower system and protection against retaliation at the Zumtobel Group can be found under G1-1 and G1-3.
Cooperation with consumers and end-users is based on their agreement to uphold all Zumtobel Group guidelines set forth in the Code of Conduct for Business Partners, the aim of which is to take human rights and cle- arly defined social and environmental stan- dards into account. The Zumtobel Group has prepared a survey for direct engagement of external stakeholder groups. This gives both external and internal stakeholders the opportunity to provide feedback on actual and potential sustainability matters identi- fied by the Zumtobel Group. Findings from the external survey are incorporated into the analysis of the key sustainability matters by the Group Sustainability team. An annual Brand Equity Monitoring (BEM) survey is conducted among customers to obtain a better understanding of customer needs and expectations. These surveys provide valuable feedback and enable us to adapt and improve the Zumtobel Group’s products and services accordingly. In the 2025/26 financial year, over 3,600 custo- mers – including almost 500 end-users – of the lighting brands were asked about topics such as loyalty, strengths and potential for improvement. Feedback on innovative and sustainable services highlights the import- ance of the positive impacts and opportu- nities related to consumers and end-users identified by the Zumtobel Group and the- refore also reflects the results of the double materiality assessment.
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