OTHER BUSINESSES
This subdivision of the Eat Out Group is engaged in managing 64 restau-
rant points of sale in Spain, located in 6 airports and 3 railway stations,
having ended 2016 with 973 employees.
These 64 points of sale are exploited by 23 brands. Some of them are the
Eat Out Group’s own brands, such as Pans & Company, Ribs, Café Pans
and Santamaría, while others were created purposely for this segment,
such as Breadway and Caffé di Fiore. Other brands are exploited through
franchising: Häagen Dazs, Espressamente Illy, Coffee Republic, Gambrinus
and Mussol, among others. Thanks to these brands, the Eat Out Group has
the management technology of various restaurant formats which range
from Grab&Go to Fine Dining, and including Fast Food and traditional cof-
fee-shops.
2016 was a year of major changes based on four pillars: improvement to
the customer satisfaction evaluation systems, new openings, implementa-
tion of new concepts and modernisation and revamping of the image, offer
and service of some units.
With regard to customer satisfaction evaluation, this was extended to all
the units in a new system of online surveys using a mobile phone. This
tool made it possible to create a new channel for communicating with the
customer, through which the latter instantly supplies their feedback on
basic aspects of their experience, such as quality, service time, attention
paid by employees, and if they so wish, they can even make comments or
request an answer to an opinion or a complaint. This system was converted
into one of the basic sources of information enabling further the process
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