IBERSOL • 2023 Integrated Management Report

The constant focus on digital media communication (such as strengthening search and CRM communication), the continuous improvement of systems and the strengthening of partnerships with order aggregator platforms, a partnership marked by strong success, contributed to this result. Pizza Hut customers can place their orders in the restaurants, at the call centre, on the Pizza Hut website, on the Mobile APP and on external platforms, using their own delivery model or delivery via third parties. The year 2023 was also marked by the continued strengthening of the partnership with the Continente Card, with another edition of the “MENU10” loyalty programme and participation in several new “Gamification” mechanisms. Pizza Hut continued to invest firmly in the continued training and recognition and retention of talent, as well as in the execution of operational excellence, both at the service level – fostering qualified, consistent and motivated teams – and at the product level. Regarding staff training and certification, we also kept up our commitment to creating a culture of excellence. This commitment is the result of constant skill-building of the teams (as is apparent from the investment in thousands of hours of training) and the encouragement of e-learning, through new courses aimed at shift operators and managers, and skill-building and development unit management courses. As part of this, the SMP programme was implemented, which is a shift management training programme that cuts across the Ibersol Group and complements the brand’s specific training. In a constant search to improve operational efficiency through digitalisation processes, we continued to implement “MY HACCP”, a digital tool to control legal food safety requirements to better meet our customer’s needs, as well as evaluation of compliance levels of brand standards, locations and food security through the ACE (Assured Customer Experience) external auditing programme, and control of INTEGRATED MANAGEMENT REPORT 2023 91