The satisfaction of the users and clients of our facilities is essential to us, which is why we work in accordance with the Quality Management System (QMS) implemented via the international standard ISO 9001:2008.
We are committed to users and clients and this is revealed through our behaviour. We assess and monitor this group via the respective management systems, which have objectives, indicators and improvement actions. We focus on clients' needs to achieve mutual benefit.
In 2015 different focus groups were organised with the aim of listening to the voices of users and clients. This lets us improve and better attend to their needs.
At B:SM, a company objective and commitment is to handle communications from our clients within 15 calendar days of their reception.
Their opinions are extremely helpful to continually improve our service.
Challenges achieved to improve Customer Service:
- Internalise all ICS studies.
- Develop and implement the balanced scorecard for customer service. Internalise and disseminate the invisible client methodology.
- Optimise the call centre: improved operator training, improved online information with regard to the state of the service and new communication channels with clients.
- Implement a new customer service model at the new corporate offices. Review the systematics to analyse clients’ materiality.
ANALYSIS OF CLIENTS’ MATERIALITY
The interests of clients have been collected for years now via client satisfaction surveys and those collected from the clients’ voice (claims, suggestions and complaints). Within the framework of the strategic project ‘Focusing
CSR on Stakeholders: Materiality Analysis’, we have reviewed all ICS reports and emphasised the assessment matrixes and the importance of the issues asked by each business.
The topics that are of greatest interest to B:SM clients are related to safety and signposting at the facilities. In particular, for each business:
- Car Park clients consider facility maintenance the most important issue, along with the image and friendliness of personnel, safety and surveillance.
- AREA users comment on prices, expectations, disagreements and incidents with the service.
- From the Tow Service, they are interested in waiting times, service, the information provided at the depots, the cleanliness of the facilities and the procedures or disagreement with actions.
- Bicing subscribers are most interested in the maintenance of the stations and the bicycles, ease in using the stations and their status, and specific issues on the bicycles: from ergonomics to mechanical reliability.
- At the Coach Stations, they are interested in cleanliness, safety and comfort in the waiting rooms, signposting and furniture.
- At Park Güell, clients are interested in the architectural heritage, safety, cleanliness, plants and landscaping, the information provided and treatment, among others.
- At the Olympic Ring they are particularly interested in signposting and mobility, as well as the quality-price ratio and condition of the facilities.
There are no incidents stemming from non-compliances with regulations or voluntary codes related to the impact of health and safety products and services.
This year of 2016 we plan to continue progressing in the analysis of clients’ materiality, bearing in mind their concerns when developing specific actions.