Explanation of the material topic and its Boundary NOVO BANCO's materiality matrix, which contains the sustainability topics, results from the dialogue with the stakeholders NOVO BANCO is developing its Sustainability Strategy and considers Customer Satisfaction and Service Quality, as well as Financial products with social and environmental concerns as material topics. 103-2 The management approach and its components NOVO BANCO has been enhancing its customer experience monitoring model with a view to offering the best experience to its clients.