IBERSOL Sustainability Report 2018

PRODUCT LIABILITY Commitment to Customers The Ibersol group is committed to its customers. We are passionate about cultivating their loyalty to the Ibersol brands and about estab- lishing a solid relationship built on quality and trust. Listening to their opinions, criticism, suggestions and desires regu- larly is, therefore, important to the Group and is the most efficient way to meet their expectations as much and as best as we can. The Ibersol group conducts an in-depth study of each customer pro- file 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 internal procedures, computer systems and new concepts. We listen to our Customers In order to closely monitor customer experience, we need to measure and monitor service quality at our restaurants. To this end, several tools are regularly used, which provide important indicators relating to customer satisfaction, namely quality audits, customer satisfac- tion surveys and management of complaints received. Mystery Customer Programme In 2018, in Portugal, over 190 quality audits were carried under this programme. Guest Experience Survey (GES) Also in 2018, feedback was received from 143,000 customers through answers 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. 96