IBERSOL Sustainability Report 2017

PRODUCT LIABILITY Commitment to Customers We are passionate about our customers. We are passionate about cultivating their loyalty to our brands, by establishing a solid relationship built on quality and trust. Listening to their opinions, criticism, suggestions and desires regularly is, therefore, important to the Group and is the most efficient way to meet their expectations as much and as best as we can. We conduct an in-depth study of each customer profile every day, seeking to identify the best strategies to monitor new consumer trends, adapting and changing the various units as regards facilities, products and services and in- ternal procedures, computer systems and new concepts. Our commitment to our customers and our goal to deliver a unique restau- rant experience is what drives us. We listen to our Customers In order to closely monitor customer experience at our brands, we need to measure and monitor service quality at our restaurants. To this end, we regu- larly use several tools that provide important indicators relating to customer satisfaction, namely quality audits, customer satisfaction surveys and man- agement of complaints received. 98