IBERSOL | Annual Report 2020

ANNUAL REPORT 2020 Since it began operating in Portu- gal, in 1990, Pizza Hut invested in the “Pan Pizza” which, coinciden- tally, celebrated its 40th anniver- sary, worldwide, in 2020. The Pan Pizza conquered the Portuguese, who fell in love with its typical deep and soft dough. The brand has kept up its multi- platform communications strat- egy, with a stronger digital pres- ence. Digitalisation was one of the more important aspects of the brand and, in 2020, the digi- tal channel accounted for almost 50% of orders, making this the best year for the channel’s per- formance. Continued investment in digital communication chan- nels (including the strengthen- ing of search communication and expansion to YouTube) and the constant improvement of systems contributed to this result, this hav- ing been the year in which the ordering site was revamped, and the Mobile ordering APP was con- solidated. Pizza Hut also consoli- dated its partnership with delivery aggregators – to keep in the fore- front of market trends – which has proven to be a great success. PizzaHut customers canplace their orders at restaurants, by phone, over the Pizza Hut website, the Mo- bile APP and through the television restaurant (@TV) available on the three major cable network opera- tors. Besides this, the brand is also carried by Uber Eats and Glovo, which it uses both for its own and for third-party deliveries. This period was also marked by continuous investment in training processes and retention. In terms of training and certification of our staff, we kept up our commitment to our teams, in a constant effort to create a culture of excellence. This commitment translated into the constant skill-building of the teams (as is apparent from the in- vestment in thousands of hours of training) and the encouragement of e-learning aimed at operators, shift managers and unit manag- ers, the implementation of sev- eral internal procedures aimed at responding to the Covid-19 pan- demic and the strengthening of the ACE Programme (Assured Customer Experience – which promotes a higher fulfilment of standards). In a constant search to improve operational efficiency through digitalisation processes, we con- tinued to implement “MY HAC- CP”, a digital tool to control legal requirements in terms of food 77