132| 2020 Sustainability Report 2020 |Commitment and technology serving our clients 6.3 3 9.4 3 Goal Strategic line Goal Strategic line Improving water Modernising infrastructures to makeand effici quality themmoresustainable ent. 99.89% €1.6 million compliant results Investment in digita l transformation Electronic invoice Aqualia contact Number of e-bills issued Telephone helpline 2,442,640 1,240,219 Total 21% Total calls Spain Spain 2,331,580 Queries 38.88% Breakdowns 14.83% International 111,060 Requests 45.65% Complaints 0.64% Number of clients with e-invoicing Attention through the app 548,273 62,148 Total 19% Total users Spain Spain 529,483 New users 26,099 International 18,790 Procedures completed 64,186 Installed smart meters Service through a virtual office 113,94844 163,574 Total procedures Spain Total installed 27.4% 26% Data modification 32.34% Credit card 19.85% Electronic invoicing 23.77% Complaints 2.52% Aqualia contact survey Excellent rating: 4,973 6,287 Very goodatig 813 Total responses Spain Good rating: 300 44 100,157 in Spain, 12,700 in France and 1,091 in the Czech Republic.