2020 Sustainability Report| Global challenge | 85 Asking the group's stakeholders: Aqualia and COVID-19 With the aim of discovering the degree of satisfactionThe increase in the degree of satisfaction, which was amongst citizens with regard to the provision of services81.4% regarding the service provided by Aqualia and and the actions taken by Aqualia during the months of77% regarding the response to COVID-19, shows that COVID-19, in the last quarter of 2020, the companyboth the end client and the institutions value the effort conducted a survey amongst its groups of interest.made by Aqualia to maintain a basic service in a context of high uncertainty and vulnerability. What do end and institutional clients thinkabout the provision of the 41.6% service provided by Aqualia? f o end clients rated Aqualia's service as excellent and very good 27.7% compared to the rating obtained in 2018