IBERSOL Annual Report and Consolidated Accounts 2017

Counters ANGOLA The year of 2017 was the fifth of KFC’s operation in Angola. With the right Marketing investment channelled into new digital tools, KFC continued to reinforce its position as a young, irreverent and inno- vative brand, interacting with its target audience (257 thousand fans by the end of 2017). Interaction with customers began in 2015, to evaluate their level of sa- tisfaction through the GES portal. The result of their evaluation has been progressively increasing, both in terms of completed questionnaires, as well as in satisfaction, reaching an overall score of 79% (at the end of 2017), which positions the KFC brand in Angola as one of the most appre- ciated in the African continent. We maintained a strong investment in placing value on our employees through training and continuous assessment programmes, which have enabled them to improve their knowledge and performances with a view to providing appropriate career progression. The training programme for becoming a 5-star Cook and Hostess was completed, which introduced improvements to the monitoring of pro- ducts and the service provided to customers. Card –, KFC also reinforced its capacity to attract and retain customers. The growth of the involvement with fans, through the Social Networks, was maintained as one of the Brand’s strategic objectives, further leve- raging the restaurant experience into a multi-channel experience. The sponsorship of the Peres Competições team, which runs with KFC’s colours in various national Rally events, was maintained as a partnership that reflects the irreverent spirit of the Brand and permitted the offer of various co-driving experiences to employees and customers, strengthe- ning the involvement of the brand with its team and fans. 70