IBERSOL • 2023 Integrated Management Report

INTEGRATED MANAGEMENT REPORT 2023 Certified Management Systems We make a connection with each of our customers through our restaurants Ibersol is a multi-brand Group which aims to provide its customers with unique restaurant experiences. Good experiences are the cornerstone for relationships of trust, a crucial asset which impacts the whole organisation. The group has clear strategic goals invested in the “Customer” asset, in their level of satisfaction, the feedback they seek, evolutions in their consumption behaviour, and wishes and expectations regarding the products and services made available to them. This focus helps identifywhich trends to follow faster andmore clearly, which concepts to expect, how to innovate the offer, opening the way for greater complementarity with the customer and strengthening the company’s competitive position. Passion for the customer Customers are the Ibersol Group’s raison d’être . The trust and preference that characterise us are the result of constant work on customer satisfaction during the whole of the relationshipwith the Group’s brands. In this context, the Ibersol Group is dedicated to the daily and in-depth study of each customer profile, seeking to identify the best practices to keepupwith consumption trends, adapting and changingdifferent 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 units. We resort to several tools for this purpose, namely: 177