Customer service is a key factor for good quality, efficient public services. In this respect, customer service becomes an essential bridge between municipal services and citizens, offering suitable responses and effective solutions according to their needs.
Customer Service is the unit tasked with attending to, managing and resolving enquiries, suggestions and requests from members of the public through various communication channels regarding any service or product managed by BSM. Our main goal is to offer personalised, efficient and transparent support, guarantee citizen satisfaction, and strengthen confidence in the municipal administration.
To ensure an efficient and accessible service, the BSM Customer Service Unit works across multiple channels, offering citizens the possibility to communicate by various means - by phone, in person, in writing (web forms, mail, citizen mailbox) and via social media - according to their preferences and needs. We believe that the use of multiple platforms facilitates fluent and ongoing interaction, guaranteeing a smooth experience regardless of the channel used. This model of support aims to improve the speed of responses and optimise the management of requests.
Our Customer Service unit not only aims to resolve people’s queries and offer information, but also to continually improve the quality of BSM services. Because of this, active listening is essential for continued improvement, which we pursue through the voice of the customer and their satisfaction. We methodically measure satisfaction indicators (CSAT) while firmly opting for constant staff skills acquisition and the use of technology to optimise the time and quality of the response.
Another cornerstone is transparency, which guarantees that all support is provided with professionalism, equity and access to public information.
The commitment to ongoing improvement allows BSM Customer Service to adapt to the changing needs of citizens. Digitalisation, process automation, and the addition of new technologies are key factors in providing more agile, efficient and inclusive support.
BSM Customer Service is an essential element in municipal management, guaranteeing a close and effective link between the institution and the public, promoting participation, confidence and well-being among the community and improving people’s quality of life.
Citizen Help and Information Point offer us the support needed to carry out a whole range of management actions linked to BSM’s activities. Having a Citizen Help and Information Point available, located in Eixample and with excellent public-transport links, facilitates the task of providing our clients with the most efficient face-to-face assistance.
Face-to-face assistance in this office is provided:
Corporate office: working days from Mondays to Fridays from 8:30 am to 2:30 pm and from 3:30 p.m. to 7:30 pm. Saturday from 9:00 am to 13:30 pm.
If you prefer through prior appoinment, click here. If you have any queries over procedures, you can resolve them by telephoning 93 887 50 34.
Calàbria 66, corporate office (ground floor).
How to get there: metro (L1/Rocafort, L2/Sant Antoni, L3/Poble Sec), bus (D50, H12, H16, V9).