IBERSOL | Annual Report 2020

ANNUAL REPORT 2020 During 2020, KFC kept its focus on the Strategic Multiannual 20/20 Strategy, initiated in 2015, with the aim of positioning the brand among the leaders in Modern Res- taurant Services in Portugal. The Brand closed 2020 with 491 employees and 35 units – 5 new restaurants in Porto, Santarém, Portimão, Sintra, Seixal, and Loures. Expansion, both in terms of the number of restaurants and home delivery, and the refurbishing of restaurant in Fórum Almada, con- tributed to keeping the brand vi- brant and penetrating new mar- kets, that are increasingly solicited by our clients, despite an extreme- ly difficult year, marked by re- strictions in the restaurant sector aimed at controlling the Covid-19 pandemic. PORTUGAL Two major projects left their mark on this year: Win On Taste (WOT) and “Speed of Service”. These projects also introduced a series of clear product and service qual- ity-focused goals, bearing in mind important indicators such as food flavour and speed – based on cus- tomer feedback obtained by the Guest Experience Survey (GES) – and World Class Operational procedures, due to the Restaurant Operations Compliance Checks (ROCC) Food Quality and Secu- rity standards, to which one must add the advances on online infor- mation retrieval technologies via Apps or Sites that were success- fully implemented into the restau- rant’s performance routines. In terms of staff training, the brand kept up its “SoGoodToWork@ 99