IBERSOL | Annual Report 2020

Product Liability Passion for the Costumer Costumers are the most important asset in the modern restaurant business, and the Ibersol Group takes that premise very seriously. The trust and preference that characterise us are the result of con- stant work on client satisfaction during the whole of the relationship with the Group’s brands. In this context, the Ibersol Group is dedicated to the daily and in- depth study of each client profile, seeking to identify the best prac- tices to keep up with consumption trends, adapting and changing different units, in terms of space, products and services as well as internal procedures, information systems and new concepts. To stay in touch with client experiences, the Group constantly meas- ures and monitors the quality of service at its restaurants and servic- es. From this perspective, tools are regularly applied that provide us with important indicators regarding client satisfaction, namely qual- ity audits, satisfaction surveys and complaints management. Programa Cliente Mistério (Mystery Client Programme) In Portugal, 99 quality audits were performed through this pro- gramme over 2020. “Guest Experience Survey” (GES) Over 146,000 costumers’ opinions were processed in 2020 through answers to this online satisfaction survey. Complaints At the same time, all complaints received were carefully analysed, providing critical management indicators that support corrective acts and continued improvement. 184