IBERSOL Sustainability Report 2017

SUSTAINABILITY REPORT 2017 Mystery Customer Programme In 2017, in Portugal, over 250 quality audits were carried under this pro- gramme. Guest Experience Survey (GES) Also in 2017, feedback was received from 130,000 customers through an- swers to this online satisfaction survey. Complaints All complaints received were also carefully reviewed, and provided us with important management indicators, which support corrective and continuous improvement actions. 99