IBERSOL | 2019 Sustainability Report

PRODUCT LIABILITY Commitment to Customers Customers are the most valuable asset in modern food services and the Ibersol Group knows this. The trust and loyalty we are shown are the result of our continued effort to ensure customer satisfaction in all relationships with the Group brands. In this regard, the Ibersol Group conducts an in-depth study of each customer profile every day, seeking to identify the best practices to monitor consumer trends, adapting and changing the various units as regards spaces, products and services, and internal procedures, computer systems and new concepts. In order to closely monitor customer experience, the Group meas- ures and monitors the service quality of its restaurants and services. To this end, we regularly use tools that provide important indicators relating to customer satisfaction, namely quality audits, customer satisfaction surveys and management of complaints received. Mystery Customer Programme In 2019, in Portugal, over 170 quality audits were carried out under this programme. “Guest Experience Survey” (GES) Also in 2019, feedback was received from 202,000 customers through answers to this online satisfaction survey. Complaints All complaints received were also carefully reviewed, and provided us with important management indicators, which support corrective and continuous improvement actions. 92