IBERSOL | Integrated Management Report 2022

PORTUGAL BUSINESS YEAR ACTIVITY The Pasta Caffé Norteshopping offers table service, take away and home delivery. Pasta Caffé, a restaurant specialised in Italian cuisine, was one of the players that suffered most from the drop in demand due to the restric- tions caused by the pandemic. The brand has always been known for its positioning as a table service restaurant, a calm place away from the hustle and bustle of shopping centre food courts. The drop in demand was felt especially severely in the table service units, as customers began to favour quick, counter meals. During the year, all the team training processes were maintained, and once again the NorteShopping unit was recertified according to the APCER ISO 22000 quality standard. Within the scope of customer consultation, we continue to further de- velop the “Experience Folder” programme, an online platform where the customer evaluates their experience in all relevant dimensions of service and offer and allows them to make suggestions for improve- ment. With this tool, “we see the performance of the brand through the eyes of the customer”, which allows us to identify changes that lead to an improvement in the satisfaction of those who visit us. With regard to Social Responsibility, Pasta Caffé has participated in various community outreach projects, namely the “Graças a Muitos” (Thanks to Many) campaign, in partnership with the Portuguese Fed- eration of Food Banks. During the year, it was part of the set of Ibersol brands that strength- ened their partnership with the Continente Card, through various val- ue-added actions towards their customers. 96