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Sustainability Report 2015
supported by a number of strategies that allows us to adjust our daily
procedures and the services we provide, based on the knowledge
we acquired regarding the consumers, their values, desires, needs,
behaviours, and expectations.
Given that the customer is at the centre of our attention, and aiming
to present value propositions more solid than ever, compliant with
the increasing demand of the customers, the Group continued to
invest, in 2015, in the modernization programme of the restaurants
of the different brands and businesses, both in Portugal and in Spain.
This action was undertaken with the purpose of providing a more
up-to-date and innovative experience at the restaurants, where we
promote a bigger interaction and deliver regularly new concepts to
meet the customers’ needs.
Listening to Customers
The adjustment of the services provided by Ibersol implies a deep
knowledge of the customers’ profile and of their levels of satisfac-
tion. To do so, we perform every year several audits, using different
methods and tools of inquiry. In 2015, we reviewed over 67,000
feedback reports from customers which were the result of 2,343
mystery customer audits performed throughout the year, of over
50,000 online satisfaction surveys, and of almost 16,000Apprecia-
tion Cards – a tool always available at the units and that measures
the levels of satisfaction and loyalty of the customer.
