IBERSOL | Annual Report 2020

ANNUAL REPORT 2020 age, located in the Retail CEMAR, at the beginning of the year. Covid-19 pandemic containment measures also affected this mar- ket and the restaurant sector, es- pecially in Andaluzia, where we operate, which did not, however, stop the brand from investing in a strong Marketing and Commu- nication strategy, presenting KFC as a vibrant, young, dynamic, and culturally integrated brand. We continue to invest in 100% lo- cal talent, as had been planned since the start of operations, in 2019. All our employees are cer- tified according to Yum! Brands global standards, via e-learning tools (Learning Zone) and we fol- low daily all the main product and service quality indicators – GES, ROCC – with a focus on speed, which allowed a significant impact on Drive-Thru and Delivery service times. The growth of the Delivery busi- ness, using aggregators, was par- ticularly significant, especially giv- en the limits on in-house service due to the pandemic. The brand began working with Deliveroo, alongside Glovo and UberEats, and concentrated on continued activations on the aggregator’s apps, through exclusive Value and Bundle offers, aggressively com- municated along all existing chan- nels, allowing us to strengthen our notoriety, notwithstanding the ad- verse environment. 103