2020 Sustainability Report |Aqualia’s horizon | 19 O The particular situation experienced in 2020 led to the interested parties being listened to more actively: Public Administrations, users, employees, consumer On social networks there organisations, NGOs, suppliers, the media and was a significant increase shareholders, and there was an increase in information in the numbers following provided online. In those difficult times, Aqualia opted Aqualia accounts during 2020: for a constant, useful and responsible communication Twitter (@aqualia) strategy with the citizen by means of its digital channels. 6,100 followers 26% Some examples of the most dynamic channels in the year are the following: LinkedIn 17,500 followers 90% Corporate website l d (www.aqualia.com) Stakeho ers 2.6 Million visits,mainly in matters relatingto the managementof Customer Service +2 minutes average duration of connections YouTube (https://www. O youtube.com/user/ aqualiaGestion) 500,000 views 49% Employees surveyed in 2020 Satisfaction Survey 2020 on the Voice of Aqualia: Listens and for clients in the Employee: dialogues with all Spain and France: 545 employees interested parties 140,033 contacts by phone 100% of those 1,500 surveys interviewed consider 47,727 online surveys sent that Aqualia responded suitably or very suitably 1,825 replies received to COVID-19 Rating of the service 86% felt that in the last RA provided 3 years progress has 81.4% Spain been made with regard 88.1% France to work-life balance Interviews with Surveys on institutional clients Aqualia contact 24 persons in charge of 6,287 surveys (Spain) local administrations were 97% of users interviewed by telephone satisfactorily rated these LD 4.12 out of 5 channels satisfied with the service Complaints index provided by the company on Aqualia contact: Through initiatives such as 0.32% Spain Boards of directors, StepbyWater, the Global 1.40% international committees and regular Compact, the Diversity meetings, management Charter and more than reports and other fifty associations, Aqualia No. of complaints: internal documents 16,180 received contributes through Information flashes, alliances to meet the Response time: corporate networks, etc. Sustainable Development 10 daysin Spain Goals 11 days internationally Y T E IE E R OT E S NY S S I NC S L TI I E T UN TT I OS , N AU LS CE L IR E S N, TC S O A NM D P A U N SB LI IE H C S A A A R E D EN M M ID HN P I OS SCI L T