Our policy is based on listening to customers, consumers and to all those people that our work has an impact on, as well to our staff.
Their voice is at the core of our organisation: through programmes, surveys and research projects, we understand the needs of the market and of those consumers who play a key role as supporters, partners and agents of change.
“Feel good?” is Autogrill Group’s customer satisfaction rating system, created in 2009 to measure perceived quality so that improvements can then be made to services, goods and brand reputation. The programme uses a survey method that can more effectively measure the strength of customer relationships and drive strategic decisions, integrating the diverse approaches to customer understanding developed in different countries.
In Europe, there is a programme called "Customer voice" that uses an interactive platform where customers can share their experiences at food & beverage locations, providing the Group with information and tips for improvement. In North America, customer satisfaction is tracked through a partnership with external agency Global Response and through sentiment analysis on social media. In the International area, a major change management project, "Return on Attention," is leading store personnel through a process designed to improve quality of service and customer retention.
To monitor changes to customers’ needs and consumption preferences brought about by the pandemic, analyses of the relevant contexts have been carried out, also using studies and information sources of various kinds, with sharing of insights and best practice within the Group and between Autogrill and its commercial partners. Further, new purchasing and consumption habits have been directly observed and customers have been directly invited to submit feedback. This has made it possible to adjust the commercial offering and business model to be able to continue to offer a pleasing purchasing experience (eg. in view of people’s desire to spend less time indoors and avoid crowded places) whilst complying with current legislation.
To obtain products and services that are always of excellent quality and up to expectations, relationships with suppliers are of huge importance. Like all business processes, supplier selection too is geared to obtaining quality, flexibility and maximum professionalism and fostering stable long-term relationships based on the principles of transparency, integrity, impartiality and contractual equity.
Autogrill Group Supply Chain Sustainability Guidelines
The focus on creating solid relationships with suppliers – of both goods and services – works both on an ethical level and in terms of product quality and safety.
This is why the Group drew up its Group Supply Chain Sustainability Guidelines, developed with support from Fondazione Global Compact Network Italia. This document defines general standards for assessing suppliers and the basic principles underpinning the Group’s sustainable supply chain management approach.
Suppliers in countries in the Europe Area, must respect precise social and environmental criteria in addition to signing the Ethical Code, while those in North America must sign the “Supplier Code of Conduct”, which disciplines purchasing of food and non-alcoholic beverages.
Lastly, the International Area has written the Supply Chain Sustainability Guidelines into all new supply contracts, so that suppliers implicitly commit to compliance with its content and principles.
To find out more: Autogrill Group Supply Chain Sustainability Guidelines.
Culinary innovation and raw materials
Development of new products
HMSHost sponsors the James Beard Foundation Awards, a yearly ceremony that rewards the best culinary talents and nutrition education in the USA.
Spazio Fucina and Culinary Council
In Italy, Spazio Fucina is a veritable research lab where Autogrill’s own chefs and renowned national and international guest chefs test ingredients, develop ideas, recipes and gastronomic concepts and translate various inputs (emerging food trends and evolving nutritional standards and food technologies) into products that enrich the foodservice offering in the Group’s points of sale. This experimental kitchen, in itself emblematic of Autogrill’s characteristically innovative approach, is also the facility that tests new technologies for product preparation and serving processes, including, for example, those aiming to reduce consumption of electricity or maintain food’s organoleptic characteristics unaltered.
Culinary Council is an international culinary innovation programme in which Autogrill draws on the expertise of consumer behaviour sociologists, food journalists and well known figures in the foodservice sector (from world famous chefs to nutritionists) in its development of innovations in point of sale menus.
Healthy, balanced menus
In all countries served, there are many different options for vegan and vegetarian diners and those who prefer a healthy, low-calorie lifestyle. New concepts like Leon and La Place focus on well-balanced menus, while at existing locations solutions are developed from simple, genuine ingredients and balanced menus are created with input from nutritionists and popular scientists, who help define new recipes and menu categories consistent with a healthy lifestyle. External partnerships are developed to guarantee a supply of quality gluten-free and organic foods. Many options are available throughout the Group for those who choose a vegan diet, and in some markets halal and gluten-free products are marked with their own stickers.
Eat Well Travel Further
In the USA, HMSHost has launched “Eat Well. Travel Further”, a pilot project focussed on providing ready-made products and related services for specific nutritional and dietary needs, such as highly-nutritional high-protein “lunchboxes” and probiotic drinks. Even in the International area, Autogrill has worked at offering specific products for people with special dietary needs, by expanding its range of gluten-free, high-protein, lactose-free and halal foods.
Quality and certifications
Our Quality Management System starts with supplier selection and is based on an in-depth sharing of values and goals between the Group and its business partners. In addition to the usual assessment and monitoring procedures, a self-auditing plan covering a whole range of procedures that take place in the stores and are centrally coordinated to make sure all health and safety standards are complied with has been added to the Quality Management System in each country.
Suppliers also undergo preliminary assessments to rate how well they meet the Company’s quality standards according to H.A.C.C.P. procedures (Hazard Analysis and Critical Control Points), which involve accurate microbiological, chemical, physical and product tests across the supply chain, the frequency of which depends on the degree of risk ascertained.
In North America, the Group has a quality control and food safety programme administered by an outside company, based on the Food and Drug Administration Food Code in the United States and the Safe Food for Canadians Act in Canada. Each location is inspected without notice at least twice a year, and the Quality Assurance department reviews the audits and oversees implementation of the improvement plans proposed by the store managers.
The structured quality management system covering the Group’s products made it possible to operate in complete safety right from the start of the pandemic and even introduce certain additional precautions to further prevent the risk of contamination and spreading of contagion, including obligatory wearing of masks, gloves and/or visors by employees who prepare food. Many of the Group’s points of sale underwent checks on the Covid protocols adopted, by both internal structures and external bodies such as government agencies and certification and control authorities: all such inspections had positive outcomes.
|ISO 9001:2015 on Quality Management Systems||Italy: Autogrill Italia S.p.A. and Nuova Sidap|
|ISO 22000: 2018 on Food Safety Management||Italy: Autogrill Italia S.p.A (HQ and MAO); Greece: Autogrill Hellas EpE|
|ISO 9001:2015 (provision of technical project management services)||Italy:Autogrill Italia S.p.A.
Greece: Autogrill Hellas EpE
|UNI ENI ISO 45001: 2018||Italy: Autogrill Italia S.p.A. – HQ and airport locations|
|Halal certification from MUI (Majelis Ulama Indonesia)||Pizza Hut at Bali airport, locations at Bangalore airport (HMSHost International), Majia Sumai (China), Pizza Hut and Burger King in Jakarta, airport locations at Bangalore and Hyderabad (HMSHost International)|
|Diverse Food Safety program||Locations in Bali (HMSHost International), locations at Schiphol airport (HMSHost International)|
|FSSAI (Food Safety and Standards Authority of India)||Airport locations at Bangalore and Hyderabad (HMSHost International)|
|NVWA (Netherlands Food and Consumer Product Safety Authority)||Locations at Schiphol airport (HMSHost International)|
|EIQA Irish Food Safety Quality Awards||HMSHost Ireland (every year since 2010)|
|IMQ Covid-19 Restriction||Italy: Rozzano site and points of sale|
For its directly operated points of sale and its proprietary brands, Autogrill Italia uses only eggs in shell and egg products from at least free range hens. The Company was one of the first in the industry to adopt a practice that in 2009 enabled it to win a Good Egg award from Compassion in World Farming, the foremost International advocate of wellbeing for farm animals, for its commitment to using only eggs in shell from hens not raised in cages.
In March 2016,the Group’s American subsidiary HMSHost, announced it was switching to using cage-free eggs iits transition to using only in-shell eggs from hens not raised in cages in its over 2,000 airport and motorway restaurants in the United States by 2025.In The Netherlands, HMSHost International signed an agreement with Kipster, an award-winning zero-impact organic farming company that guarantees the highest standards of animal welfare in its farms.
An approach that has enabled Kipster to win three Better Life Label stars and Planet Proof certification for the eggs it produces.
Autogrill Europe is already adopting this practice in most of the European countries where it operates and planning to gradually extend it to all directly operated proprietary concepts. The Group’s European subsidiary is thus committed to transitioning to use of cage-free eggs in all its European points of sale by 2025.