IBERSOL | Integrated Management Report 2022

INTEGRATED MANAGEMENT REPORT 2022 Certified management systems We establish a connection with each customer through our restaurants. Ibersol is a multi-brand Group with the ambition of providing unique dining experiences to all its customers. Good experiences determine relationships of trust, an essential asset that impacts the entire or- ganisation. The Group has clear strategic objectives in the “Customer” asset, in their level of satisfaction, in the responses they seek to receive, in the evolution of their consumption behaviour, desires and expectations regarding the products and services made available to them. This focus allows us to identify, with greater clarity and speed, the trends to follow, to anticipate concepts, to innovate the offer, enhanc- ing greater complementarity with the customer and to strengthen the company’s competitive position. Passion for the customer Customers are the Ibersol Group’s raison d’être. The trust and prefer- ence they give us are the result of their continued work in getting to know each customer’s profile and their satisfaction throughout the relationship process with the Group’s brands. The Ibersol Group studies the customer profile, seeking to identify the best practices for monitoring consumption trends, adapting and changing the different units, both in terms of spaces, products and services, and in terms of internal procedures, information systems and new concepts. To closely follow customers’ experiences, the Group measures and monitors, on an ongoing basis, the quality of service of its restaurants and services. Therefore, we use various tools, of which we highlight: 175