IBERSOL | Annual Report 2021

ANNUAL REPORT 2021 adaptability by the staff to over- come. The three units applied all the protocols imposed by the Span- ish Health Ministry. Despite the adverse setting, the restaurants achieved 92% in As- suredCustomerExperience(ACE) audits, with a Standard level, and consolidated their Guest Experi- ence Survey (GES) results, above the brand’s average for the Span- ish market. In 2021 the restaurants began working with the country’s three main aggregator services: Glovo, Uber, and Just Eat. In terms of training, the entire team was certified in the train- ing programmes of the new on- line “Hut University” platform, especially in the LAR1 and LAR2 courses (Leading a Restaurant), for Heads of Unit, and the LAS (Leading a Shift) courses for Shift Managers. This system ensures identical quality training for all the brand’s staff. Following the trend begun in 2020, and at the same time as Pizza Hut Spain, during the sec- ond quarter a 50% discount cam- paign for online orders was be- gun. It continues until today and is proving to be a great success. In the second quarter we relaunched the individual sized pizza and launched the My Box and the Tri- ple Box, which helped foster a dy- namic and innovative brand image among the customers. 89