2020 Sustainability Report| Global challenge | 89 Materiality matrix The result gave the ratings given by end and institutional clients for the attributes associated with Aqualia. The following was specifically observed: End clients Institutional clients Evaluate water and service quality as Evaluate the quality of the water, the the most significant issues, followed quality of the service, specialisation and by environmental commitment. efficiency above the rest of material Transparency and specialisation are aspects (> 90%), as well as client ranked third and fourth in importance. proximity and orientation and Aqualia's ethics and transparency. To prepare the general matrix and make a quantitative mention for the importance of water quality, quality of weighting, both the results of the content research and service and ensuring supply, as well as a fast, agile and those of the satisfaction survey were taken into account. efficient client experience, as indicated in the Annex to As has already been stated, there should be special this report. COVID-19 context and Aqualia In the consultations with end and institutional client, the copay'sbehaviour during COVID-19 was investigated. Ensuring supply, ensuring water quality and facilitating client management appear as the most significant material issues. End clients Institutional clients 84% of clients pointed out that 96% of institutional clients felt that Aqualia helped them to guaranteed water supply and guarantee their water supply. quality and the ease of undertaking procedures were aspects in which Aqualia was of great help. 55% Ease of completing procedures was the second-most valued feature of 92% This was followed by the second- Aqualia for clients, with 55%. most valued feature, with 92%, which was the company's ability of clients stated that they were to provide clients with useful 77% satisfied with Aqualia's actions inthe COVID-19 context. information.