IBERSOL | Annual Report 2021

PRODUCT LIABILITY PASSION FOR THE COSTUMER Customers are the Ibersol Group’s raison d’être . The trust and prefer- ence that characterise us are the result of constant work on client sat- isfaction 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 customer experiences, the Group constantly measures and monitors the quality of service at its restaurants and services. We resort to several tools for this purpose, namely: Mystery Client Programme In Portugal, 86 quality audits were carried out through this pro- gramme. “Guest Experience Survey” (GES) Over 142,500 clients’ opinions were processed 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. Continente Card During 2021 the brand also strengthened its partnership with the Con- tinente Card, launching a new edition of Menu10, an interactive tool and exclusive Ibersol Group loyalty programme based on the Continent Card APP, with unique and differentiating promotional advantages for customers of the brands that took part (Burger King, KFC, Pans & Com- pany, Pizza Hut, Taco Bell, Miit, Pasta Caffé, Ó’Kilo, and SOL). 200