183 BMW Group Report 2024 To Our Stakeholders Combined Management Report Group Financial Statements Responsibility Statement and Auditor’s Report Remuneration Report Other Information Sustainability Statement The customer focus performance component (product and cus- tomer service quality) was once again set as a non-financial tar- get for the Board of Management in the reporting year. Customer satisfaction serves as a performance indicator. As part of the overall target management process, the Company reviews the progress made in achieving targets over the course of the year. The results, including any necessary adjustment measures, are reported regularly to the Board of Management and the Supervisory Board. Access to information Solutions-focused customer service The BMW Group provides numerous ways for customers to con- tact the Company. The Customer Interaction Centre (CIC), which can be contacted over the phone, by email or letter and, in an increasing number of countries, via a chat function, receives cus- tomer concerns. These concerns are handled by CIC agents who go through mandatory training to ensure a high standard of qual- ity. ↗ BMW Group Code of Conduct Once the CIC receives a customer request, the first step involves a CIC employee logging and categorising it. For product-related queries, vehicle data is recorded once the person has identified themselves. Standardised intake processes ensure that they are dealt with quickly and in a solutions-focused manner. At the end of the process, customers are invited to assess how well the is- sue was resolved. CICs operate on behalf of local companies. This ensures that specific national or regional regulations relat- ing to standards, systems and partner contracts are taken into account. Other means of contact can be used beyond the CICs. For exam- ple, customers may reach out to the Company’s global network of retail and service partners for direct and personal support. The My BMW and MINI apps also provide assistance. Furthermore, external social media channels operated by the BMW Group pro- vide customers and other interested parties with the opportunity to express their request. Access to quality information The BMW Group provides extensive documentation to ensure the safe use and operation of its products and services, as well as information on the broad range of options offered by (digital) services. Subject areas range from product and data safety to how to operate the product, health and safety, and information on accessories and components. The documents are available both in printed form, for example owner’s manuals and safety booklets, and digitally, accessible via the vehicle or the Driver’s Guide app. Following the launch of the new all-electric MINI Cooper* in No- vember 2023, the safety booklet will replace the printed owner’s manual in all markets where the legal requirements are met. Ongoing optimisation of access to information During the reporting period, the BMW Group took additional steps to maintain and ensure the high quality of the processing of inquiries regarding products and services for its customers across all touchpoints. To this end, a project focusing on optimis- ing all aspects of the customer experience, processes, digitalisa- tion and customer care structures holistically was set up in the sales organisation. In addition, the “Customer Channels, Digital Commerce, Con- nected Company” unit was established as part of a strategic re- alignment of the “CBS Management, Sales Strategy and Digital- isation” department. The aim is to further enhance the provision of information to customers. By combining content and channels in such a targeted way, we can ensure that customers have ac- cess to consistent, reliable and accurate information across all touchpoints. In doing so, the needs of all customers are ad- dressed equally. Making sustainability transparent In its communications on sustainability, the BMW Group focuses on openness and transparency, which are backed up by targeted measures and processes. This is also in response to greater ex- pectations within society with regard to the environmental cre- dentials of products and services, and tighter legal requirements. To this end, the company has extended the disclosure of sustain- ability information on product level. The vehicle footprint provides a summary of key vehicle data, including information on fuel/en- ergy consumption, CO2e emissions over the entire life cycle of the vehicle, the use of secondary materials, and important social sustainability factors. The vehicle footprint has been available for numerous new BMW and MINI models at launch since it was in- troduced in 2023. BMW and MINI customers can also use the My BMW and MINI apps to obtain access to detailed personal driving and efficiency statistics, which can help them to analyse their driving behaviour and their fuel consumption. * ↗ Consumption and Carbon Disclosures.