IBERSOL Annual Report and Consolidated Accounts 2017

ANNUAL REPORT 2017 In 2017, 5 restaurants were inaugurated in the Travel channel, two of which are owned (AVE Lleida, and LRV Fire&Bread) and three franchised (Ribs in the Palma de Majorca Airport, Café Pans in the Madrid-Barajas Airport and Café Pans in the AVE Tarragona station). One new own con- cept was also incorporated in the Travel segment, known as Fire&Bread. In relation to customer satisfaction assessment, we continued with the mystery customer and the online survey system via mobile phone. With these tools it was possible to create a new communication channel with the customers, through which they provide their feedback instantaneou- sly on basic aspects of their experience, such as quality, service time, at- tention of employees, and can, if tey so wish, make comments or request a reply to an opinion or complaint. This system has become one of the basic sources of information permitting the further development of the continuous improvement process for managing units, aimed at improving customer experience. 99