A policy that targets listening, involving all the stakeholders, implies the participation of the different subjects involved in the Group’s activities, facilitated through the development of effective communication channels and the maintenance of a constructive relationship over time.
In 2016, the Group consolidated this area of activity through the development of a state-of-the-art marketing to data collection and analysis. For these studies, Autogrill relies on the Intelligence platform that enables the Group to capture emerging trends by using a holistic and innovative approach to data collection and analysis. For these studies, Autogrill relies on platforms that analyze both qualitative and quantitative data of worldwide trends and also conversations on social media. Moreover, dedicated solutions are applied for more detailed research analysis on specific markets of reference. Lastly, advanced neuro-marketing and emotional marketing tools are implemented to quickly understand consumer needs in addition to web based sentiment listening techniques and periodic monitoring of KPIs on the Group’s social media.
“Feel good?” is the Autogrill Group customer satisfaction project, designed in 2009 with the purpose of measuring the quality perceived by consumer in order to be in a position to develop targeted actions to improve the service, products and brand image.
The eight edition of “Feel Good?” was completed in 2016 in selected locations in Belgium, France, Germany, Italy, the Netherlands, Spain, The United States and Switzerland. Autogrill asked its costumer to fill out an on line questionnaire on issues regarding the offering, the service, cleanliness and the atmosphere in the stores, while participating in a prize contest. Approximately 45.000 consumers participated.
U.S. Airport Restaurant Month
In October 2016, an additional survey was conducted in North America during U.S Airport Restaurant Month (ARM). Over 100 questionnaires and one-to-one interviews was carried out to collect feedback on the menus, product quality and the program as a whole. 81% of consumers were completely or very satisfied whit the menu and the selection of the products.
Partnerships with landlords
Partnership with landlords are not limited to the assignment contract, but, instead, evolve into long-term relationships based on trust and collaboration. To promote relations with the landlords, Autogrill decided to make its expertise and knowledge about the market available. For this reason, it has developed an innovative communication tool:
“Take A Look” is a quarterly newsletter addressed to 500 European landlords to keep them updated on current news in the travel and mobility sectors, highlighting current consumer trends and how Autogrill and HMSHost are responding in order to always be at the forefront on these issues.
In 2016, Autogrill was platinum sponsor of the Airport Food& Beverage (FAB) Conference & Awards, the international contest showcasing the best projects in airport catering services offered by F&B players.
Partnerships with top brands and industry’s experts
Over the years the Group has built up genuine and enduring relations which have helped not only to offer consumers high quality products, but also to extend knowledge and anticipate consumption trends.
A consolidated partnership is the one between the Group and Starbucks coffee Company, which was first stipulated more than 20 years ago in the United States and included new activities in Europe in the past years.
Moreover, new opportunities have emerged in recent years following the agreements made with the University of Gastronomic Sciences in Pollenzo, giving rise to the new Bistrot concept, that was opened in the Fiorenzuola d’Arda store on the highway for the first time in 2016. The Group stipulated also a partnership with Eataly, which in 2016 made the excellent Made-on-Italy food products available in the Secchia Ovest store on the highway.
The Group stipulated also a partnership with Eataly, which in 2016 made the excellent Made- on-Italy food products available in the Secchia Ovest store on the highway.
Establishing good relations with suppliers is essential to obtaining products and services that consistently meet expectations. As in any corporate process, supplier selection is deeply rooted in the search for quality, flexibility and maximum professionalism.
Autogrill Group Supply Chain Sustainability Guidelines
The management of the ethical, environmental and social impact at all levels of the supply chain will become increasingly crucial for the Group’s success in the coming years. For this reason, the supply chain has been identified as a key dimension in the new 2016-2018 A Future Roadmap, with a view to increasing Autogrill Group’s commitment to sustainability best practices. As a result, the Company drafted the Group’s Supply Chain Sustainability Guidelines, a new document that defines the general standards to assess suppliers and the key principles that outline the Group’s approach to sustainable management of its supply chain (Supply Chain Management Approach).
You can find more information at the following link: Autogrill Group Supply Chain Sustainability Guidelines.
Culinary Innovation and raw materials
The development of new products
In Italy, the collaboration with the University of Gastronomic Sciences in Pollenzo resulted in the development of the Bistrot concept, based on an accurate selection of wines and food products and on the recovery and revisiting of local dishes.
Since 2012, Autogrill collaborates with Magenta Bureau in the organization of the Culinary Council. Last year, thanks to this partnership, Autogrill participated to Identità Golose, one of the most important annual appointments in the international culinary panorama, presenting the latest innovations and experiments accomplished by the Bistrot Concept.
Since 2015, HMSHost has sponsored the James Beard Foundation Awards, the annual ceremony organized by the Foundation of the same name, rewording culinary excellence and food education in the United States.
Spazio Fucina and the Culinary Council
In Italy Spazio Fucina is a true research laboratory, where chefs of the organization, renowned Italian and international cooks, test ingredients, develop ideas, recipes and concepts, translating inputs deriving from emerging dietary trends, the evolution of nutritional standards and food technology in products that enrich the commercial offering of Autogrill stores. The experimental kitchen is also a symbolic place, testifying to Autogrill’s innovative approach, and it is also where new technology is tested for product preparation and distribution processes, creating new ways to maintain products’ organoleptic characteristics while also trying to save energy.
The Culinary Council is an international program of culinary innovation through which Autogrill benefits from a collaboration with sociologists specialized in consumer behavior and prominent professionals from the catering sector (world famous chefs and nutritionists) to receive a scientific contribution for the development of balanced menus. Every year the Culinary Council focuses on a specific theme: in 2016, the theme was “ATTENTION TO DIVERSITY trends and concepts”, i.e. Concepts, products and new consumption criteria linked to cuisine, privileging veggies and organic products and with special attention to the world of organic intolerance.
Airport Restaurant Month (ARM)
In 2016, across Europe and in North America, the Group launched the Airport Restaurant Month (ARM) project, offering customers the possibility of enjoying gourmet menus at affordable prices in the main airport restaurants. The project is inspired by the famous “Restaurant Week” event that is held all over the world and in the restaurants of US city centers. In the US stores, for each dish sold, 1 dollar was donated to the HMSHost Foundation.
A new Kimbo Fairtrade coffee blend was introduced in the Bistrot in 2016.
In North America HMS HOST is increasingly working with regional suppliers in order to meet consumers demand for local produce. In 2015 HMSHOST increased this type of supplies by over 20%. The Company also supports a training initiative regarding a new urban agriculture, the Windy Harvest Youth Farm of Chicago, promoted by the Chicago Botanical Gardens and targeted to supporting the local agro-food system, while promoting healthier communities and a “greener economy”.
In March 2016, HMSHost announced that by 2025 all of its restaurants in the US would use free-range eggs. The initiative has already been implemented in several airports, including Los Angeles International Airport, Charlotte Douglas International Airport, Chicago O’Hare International Airport and McCarran International Airport in Las Vegas.
All coffee and tea sold by HMSHost at Amsterdam Schiphol airport is Fairtrade or UTZ certified, one of the main certifications at international level for the production of sustainable coffee, tea or cocoa.
Quality and certifications
As in any corporate process, supplier selection is deeply rooted in the search for quality, flexibility and maximum professionalism.
Collaboration between the Group and its partners is regulated by precise policies and procedures. It is therefore in Autogrill’s interest to identify assessment tools that verify supplier conformity, which is necessary to continue working together.
Product quality and safety in the stores is ensured through a successful Management System that starts from supplier selection and is based on the comprehensive sharing of values and objectives among the Group and its commercial partners. Evaluation, proactive qualification and control are key pillars in ensuring high quality standards for all products and services. To this end, several periodic supplier audits have been designed based on di erent screening techniques: questionnaires, collection of information (direct and indirect), samplings and, where necessary audits.
In Europe the auditing process falls within the “Autogrill Excellence Audit” (AEA) program: a team of auditors schedules audits in the stores according to a shared grid of controls and assessments to be performed on the implementation of the operating processes (questions concerning food, hygiene, cleaning, commercial issues, work safety, environment, etc.), also taking into account country-specific aspects (local rules or concept characteristics).
In North America, HMSHost also has a robust food quality and safety program in place, managed by a third company (audits are based on the Food and Drug Administration Food Code regulation). Each store is visited at least twice every year without notice and the Quality Control department reviews each audit and follows up the implementation of the improvement plan proposed by the same store managers.
The International operating sector implements Food Safety programs that include product quality audits and, also, production audits. Other product controls are carried out on a sample basis in order to guarantee quality. Moreover, Autogrill, as brand licensee, is in turn subject to audits by its brand partners and landlords. Employee training on food safety regulations and H.A.C.C.P. processes complete the Group’s focus and control on these issues.
The Group puts great emphasis on certifications, which testify to the success of its management models and serve as motivation to improve.
|ISO 9001 on Quality Management Systems, according to the 2015 standard||Italy: Autogrill SpA and Nuova Sidap|
|UNI 10854 (Food safety)||Italy: Autogrill SpA and Nuova Sidap|
|ISO 22000 on Food Safety||Italy: Autogrill SpA - Milan offices; the Giovi Ovest store and the Orio al Serio airport, Nuova sidap - Rozzano Oil|
|ISO 9001:2015 relative to: Provision of Project Engineering, Management services||Italy: Autogrill SpA|
|Mistery Audit pursuant to UNI TS 11312 standards for the certification of the auditing activities on the Quality Management System||Italy: Autogrill SpA|
|ISO 22000 on the Management System relating to Food Safety||Stores at Telefonica, Madrid (Autogrill Spain)|
|Halal certification released by MUI (Majelis Ulama Indonesia)||Pizza Hut, Bali airport, stores at the Bangalore airport (HMSHost International)|
|Diversey Food Safety program (Food Safety)||Stores in Bali (HMSHost International)|
|FSSAI (Food Safety and Standards Authority of India)||Stores at the Bangalore and Hyderabad airports (HMSHost International)|