IBERSOL | Integrated Management Report - 2024

INTEGRATED MANAGEMENT REPORT 2024 5.1.7 Stakeholders’ interests and perspectives [DR ESRS 2 SBM-2] The Group considers important to take into account the interests and perspectives of its stakeholders when formulating its strategy and business model, as this is the only way to maximise the value gener- ated by the company and the entire value chain. The company’s key stakeholders are its customers, suppliers with greater commercial involvement, and employees. Their interests and perspectives are captured by the company and incorporated into its strategy and business model through the processes described below. The company’s Marketing department periodically carries out cus- tomer surveys to assess their relationship with the Group’s brands, the level of satisfaction with their experience and to collect their sug- gestions. Market research is also carried out to capture the dynamics and consumer trends in the catering sector. The Group has a pro- gramme of mystery shopper audits for its restaurants to assess the quality level of the customer’s consumption experience; in addition, the businesses analyse customers’ comments on the platforms for interaction with the brands, such as the complaints book, the sugges- tions and compliments book, the brands’ websites, aggregator sites and social networks. The Group’s Purchasing and Logistics department holds regular meet- ings with the Group’s main suppliers to monitor commercial relations. With regard to employees, every year the People Development de- partment carries out an opinion survey (“Have Your Say”) and a sur- vey of the organisational climate is carried out on a regular basis. The brands, through the conduct of the business by their management structure and in particular through the formal performance manage- ment process, closely monitor the needs and positions of their em- ployees. In 2022, a process was carried out to assess the materiality of topics relevant to sustainability, in which the company’s main stakeholders 121