LTC 444-2017 Garage Attendant Index Results for FY 2016 17 Quarter 3MIAMI BEACH
OFFICE OF THE CITY MANAGER
LTC# 444-2017 LETTER TO COMMISSION
TO : Mayor Philip Levine and Members
FROM : Jimmy L. Morales , City Manager >-1~--,.-:J, ......... ___
DATE : August25, 2017
SUBJECT: Garage Attendant Index Results f FY 2016/17 Quarter 3
The purpose of this Letter to Commission is to communicate the results of the newly
developed Garage Attendant Index from FY 2016/17 Quarter 3 (April 1, 2017 to
June 30, 2017).
Background
At the October 14 , 2015 City Commission meeting , the Mayor and City Commission
authorized the administration to enter into negotiations with SP Plus for parking attendants
for City parking garages . Commissioner Malakoff requested better training in customer
service for all parking attendants as part of the final agreement. As such , the agreement
executed on April 18 , 2016 includes performance standards aligned to the City 's Customer
Service Excellence Standards , as well as penalties for not meeting those standards.
The Miami Beach Garage Attendant Index is an objective measurement of customer service
performance ranging from 1.0 (not satisfied) to 5 .0 (extremely satisfied) and includes
assessments of conduct, professionalism, attire , and knowledge. The results of the
assessments are used to monitor the impacts of recently implemented initiatives to target
areas for future improvements, and assure the quality of services . Each garage is assessed
a minimum of four (4) times per quarter, at varying times of the day and evening.
Any assessment resulting in a score between 1.0 and 3.99 on a 5.0 scale results in a $100
penalty and shall require a memorandum indicating corrective action items taken to remedy
the situation . Critical item questions scoring 1.0 will result in an override of the total
assessment to a 1.0 and will result in a re-shop. Three (3) assessments scoring between
1.0 and 3.99 to the same employee will result in the removal of the employee.
Evaluation Criteria for each assessment are listed below: Critical items with an asterisk (*)
scoring a 1 result in overall score of 1 for experience:
• Garage attendant first impression was 1-clean, 2-professional, 3-greeted with a
smile , and 4-displayed appropriate behavior .*
• Service was prompt. Transaction time was quick and wait time for personal
assistance by attendant was no longer than 10 minutes o r schedule for a mutually
convenient time.*
• I was greeted in a courteous manner.* (Attendant greeted me wi t h 1-sincere hello,
2-welcoming attitude , and 3-helpful )
• Employee responded to customer in a courteous manner following the philosophy
that "the customer is not always right, but always deserves to be treated with
respect".*
• Employee provided accurate and understandable solutions/options (in English) to
customer request or directed the customer to the appropriate person who may have
knowledge in the subject matter. Employee appeared knowledgeable.
• Employee had access to necessary tools to meet request and provided a receipt.
Information and material to obtain answers and or services were readily available.
• I received the service/information required. (All of my questions or the entire service
was provided concisely and accurately)Employee had a positive, helpful attitude,
was efficient and followed through with request. Employee appeared to go the extra
mile to assist me.
• The attendant said, "Thank You!" ending the conversation showing that they
appreciated my business (Ex. Have a great day, enjoy your stay, we appreciate your
business, we hope to see you soon).
• Attendant was wearing an appropriate clean uniform with nametag and/or ID,
consistent with the contract requirements.
• The overall impression of my visit was positive. Satisfied with timeliness,
completeness, and clarity of information and/or services received. Employee
demonstrated professionalism and courtesy.
Summary of the Garage Attendant Index Results FY 2016/17 Quarter 3
Overall, the City Garage Attendant index in FY 2016/17 Quarter 3 was a 4.28 on a 5.0 scale.
The scores deteriorated from the prior quarter by 6. 7% and from the prior FY average of
4.29.
Areas of Focus in FY 2016/17 Quarter 3
• Requested information not provided-Employees in several garages did not
provided information requested and were reluctant to assist the customer. Parking
staff have reviewed the results of the assessments with the contractor and issued
penalties per the agreement based on 114 assessments conducted in all garages
with 32 or 36.4% scoring 3.99 or below resulting in a fine of $3,200. Citywide score
this quarter is a 6.7% decline from the prior quarter. Additionally, a memorandum
was issued to correct the identified deficiencies.
• Name tag and greeting-Employee name tags are not worn consistently, and often
covered by a jacket. Additionally, greetings must include a sincere "hello",
welcoming attitude, and helpful demeanor. Employee use of cellphones and ear
buds has been noted and will be addressed by the contractor.
MIAMI BEACH GARAGE ATTENDANT INDEX
CITYWIDE SUMMARY FOR GARAGES
Average Score Per Quarter Per Year
Year 2016 2017
Quarter
Parking-Garage Attendant
City Wide Totals
2016 results includes only 03 and 04 when program started.
MIAMI BEACH GARAGE ATTENDANT INDEX
CITYWIDE SUMMARY BY GARAGE Q3 2017
PARKING-PUBLIC GARAGES
Garage -12th Street and Dre xel
Garage -13th Street and Collins
Garage -16th Street and Collins
Garage -17th Street and Meridian Court
Garage -17th Street and Pennsylvania
Garage -18th Street and Meridian
Garage -1900 Bay Rd
Garage -42nd Street and Sher idan
Garage -5th Street and Alton Road
Garage -7th Street and Collins Avenue
Garage Total
Next Quarter Assessments
03-2017
Avg Score
#
In itial
Experiences
Experiences
Below 4
($100fine)
3
0
2
2
2
3
3
2
4
4
25
#Of
Experiences
Below 3
(Res hops )
0
0
0
7
Q4
#of Res hops
Scoring Below 4
( $100 additional
fine)
0
0
0
0
0
0
0
0
0
1
City part-time staff is conducting garage attendant assessments every quarter. Addit ionally ,
residents are always welcome to participate. Current sampling size is not statistically valid ;
however, staff is evaluating best approach to accomplish a valid sample size. If you or any
member of your staff is interested in participating in the City's Garage Attendant Index,
please contact Dr. Leslie Rosenfeld with Organization Development Performance Initiatives
at extension 6923.
If you have any further questions, please feel free to contact me .
Attachment
C : Kathie G. Brooks, Assistant City Manager
Saul Francis, Parking Director
Dr. Leslie Rosenfeld, Chief Learning Development Officer
KGB/LOR
MIAMI BEACH
Service Excellence
Service Shopper Program
Comprehensive Garage Attendant Report
8/9/2017 10:00:10 AM
FISCAL YEAR 2017 Qtr3
CMS-GARAGE ATTENDANT
Office of Organization Development Perfomance Initiatives
1700 Convention Center Drive
Miami Beach, FL 33139
Telephone: (305) 673-7010
Fax: (305) 673-7782
Page 1 of 10
PARKING -GARAGES
Garage -12th Street and Drexel
SHOPPING METHOD -In Person-Garage
1281
1282
1366
1293
1364
1472
1473
1281
1293
1472
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
12 street & Drexel Wilbert 4/15/2017 10:27 PM 31 3.10
Comments: Needed to persist to get information and answers. Very short and impatient . Contacted staff member: Wilbert
12 street & Drexel Malindy 5/1/2017 11:49AM 46 4.60
Comments: Friendly and professional. Contacted staff member: Malindy
12th Street and Drexel Jorge 5/5/2017 9:38 PM 50 5.00
Comments: Exceptional service. Extremely knowledgeable and went out of his/her way to help. Above and beyond expectations.
Attendant responded immediately to my problem and even when out of the way to go above the call of duty and took it upon to
personally fix my problem. Contacted staff member: Jorge
12th Street & Drexel no name tag 5/13/2017 10:38 AM 49 4.90
Comments: Extremely knowledgeable and went out of his/her way to help. Everything went well but the only thing she was missing
was a name tag. Contacted staff member: no name tag
12 Street & Drexel Luis 5/20/2017 6:02 PM 44 4.40
Comments: Patient -took time to answer questions. No greeting. Contacted staff member: Luis
12th Street & Drexel Melony 6/3/2017 9:49AM 50 5.00
Comments: Used initiative to assist and provide all information. Extremely knowledgeable and went out of his/her way to help
Above and beyond expectations. Melony is excellence through service, truly genuine experience went out of her way to make sure
customer is 100% satisfied, good job. Contacted staff member: Melony
12th Street & Drexel Jorge 6/9/2017 10:53 PM 39 3.90
Comments: Felt valued and appreciated. Jorge even though it was almost time for him to go, made every effort to make sure
customer was completely satisfied. Average greeting though. Contacted staff member: Jorge
12 street & Drexel Melinda 6/16/2017 9:31 AM 28 2.80
Comments: Needed to persist to get information and answers. Melinda was very strict in collecting more information than the usual,
understandable but has to explain to the customer more details on new procedure. Needs work. Contacted staff member: Melinda
12th Street & Drexel empty badge 50 5.00 1281 1
Comments: Patient -took time to answer questions. I asked him how can I get a residential parking pass. He gave me the address
and described the building. He was an older man, clean cut, white hair. He was dressed very neat but his badge holder was empty.
Contacted staff member: badge holder was empty
12th Street & Drexel no name tag 6/30/2017 5:43 PM 38 3.80
Comments: Average service provided without incident. He was wearing ear buds, talking on his phone. No name tag but he was a
young guy, light complexion, very short hair & large dark framed glasses. He answered my question but he kept his ear buds on and
his phone in his hand the whole time. Contacted staff member: no name tag
Number of Shopping Experiences by Method: 1 O Avg Score Sum: 42.50
Number ofReshopping Experiences by Method:
Number of Division Shopping Experiences:
Number of Division Reshopping Experiences:
10
Average: 4.25
Avg Score Sum: 42.50
Average: 4.25
Garage -13th Street and Collins
SHOPPING METHOD -In Person-Garage
1360 13th Street and Collins Norma 4/3/2017 12:08 PM 49 4.90
Source: WEB Comments: Friendly and professional. Extremely knowledgeable and went out of his/her way to help. Contacted staff member:
Norma
1365 13th Street and Collins Cassandra 4/15/2017 9:44 PM 43 4.30
Source: WEB Comments: Above and beyond expectations. Very helpful a little frustrated due to power outage . Contacted staff member:
Cassandra
8/9/2017 9:59:42 AM Page 2of11
6/26/2017
MIAMI BEACH Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2017 Qtr3
1384
1379
1280
1388
1360
1378
1365
Garage -13th Street and Collins
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
13th Street and Collins Avenue Norma 5/1/2017 12:14 PM 49 4.90
Comments: Exceptional service. Friendly and professional. Contacted staff member: Norma
13th Street and Collins Avenue Randolph 5/24/2017 4:04 PM 48 4.80
Comments: Above and beyond expectations. Exceptional service. Contacted staff member: Randolph
13th Street and Collins No Name Tag 5/30/2017 11:25 PM 1.00
Comments: Inattentive. She didn't even look up from her cellphone when I walked up and asked my question Cl*-4 Very rude-.
Contacted staff member: No Name Tag
13th Street and Collins Avenue Kassandra 41 4.10 1280
Comments: Used initiative to assist and provide all information. Kassandra was Initially speaking to the guard, and it took some
attempts to catch her attention. Once I was able to, Kassandra dropped everything to assist customer's needs, very prompt help and
explanatory assistance. Contacted staff member: Kassandra
13th Street and Collins Randolf 6/16/2017 10:00 AM 50 5.00
Comments: Friendly and professional. Randolf was professional and prompt on executing customers needs. Contacted staff
member: Randolf
13th Street and Collins Avenue Jorge 6/22/2017 7:07 PM 40 4.00
Comments: Patient -took time to answer questions. Jorge was initially on the phone. Once I approached him, Jorge was very patient
and understanding towards customer, took ample time to answer questions and deliver results. Contacted staff member: Jorge
13th Street and Collins Randolph 6/30/2017 6:15 PM 50 5.00
Vidarueta
Comments: Used initiative to assist and provide all information. I said I lost my sunglasses. He checked their lost & found, then also
went outside and asked the security guard that was posted at the entrance. He was very polite and went further than just checking
their lost & found. Contacted staff member: Randolph Vidarueta
Number of Shopping Experiences by Method: 9 Avg Score Sum: 38.00
Number of Reshopping Experiences by Method: Average: 4.22
Number of Division Shopping Experiences: 9 Avg Score Sum: 38.00
Number of Division Reshopping Experiences: Average: 4.22
Garage -16th Street and Collins
SHOPPING METHOD -In Person-Garage
1482
Source: WEB
1215
Source: WEB
1398
Source: WEB
1463
Source: WEB
1482
Source: WEB
1398
16th Street and Collins Murielle 4/15/2017 9:27 PM 44 4.40
Comments: Courteous and willing to provide assistance. Answered questions clearly tired. Contacted staff member: Murielle
16th Street and Collins Marie 5/13/2017 11:28AM 48 4.80
Comments: Friendly and professional. Contacted staff member: Marie
16th Street and Collins Murielle 5/20/2017 6:35 PM 36 3.60
Comments: Average service provided without incident. No greeting and she didn't seem like she was interested in helping. Also her
hair was partially covering her name tag. Contacted staff member: Murielle
16th Street and Collins Elsie 5/30/2017 11 :54 PM 50 5.00
Comments: Friendly and professional. She helped me quickly and she was very polite. Contacted staff member: Elsie
16th Street and Collins Marleen 6/16/2017 11:39AM 32 3.20
Comments: Average service provided without incident. Marleen even though helpful did not show enthusiastic performance to help
customer. Marleen was paying more attention to the car rather than the customer. Contacted staff member: Marleen
16th Street and Collins Maria 6/22/2017 7:36 PM 50 5.00
8/9/2017 9:59:42 AM Page 3of11
6/3/2017
MIAMI BEACH Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2017 Qtr3
Garage -16th Street and Collins
Source: WEB Comments: Friendly and professional. Maria's enthusiasm definitely rubbed off on the customer, absolutely fantastic experience,
extremely professional.
Contacted staff member: Maria
Number of Shopping Experiences by Method: 6 Avg Score Sum: 26.00
Number ofReshopping Experiences by Method: 0 Average: 4.33
Number of Division Shopping Experiences: 6 Avg Score Sum: 26.00
Number of Division Reshopping Experiences: 0 Average: 4.33
Garage -17th Street and Meridian Court
SHOPPING METHOD -In Person-Garage
1647
Source: WEB
1220
Source: WEB
1488
Source: WEB
1220
Source: WEB
1643
Source: WEB
1488
Source: WEB
1220
Source: WEB
1647
Source: WEB
17th Street and Meridian Court no name tag 5/13/2017 8:17 AM 40 4.00
Comments: Average service provided without incident. Contacted staff member: no name tag
17th Street and Meridian Court Marie Allen 5/24/2017 1:32 PM 48 4.80
Comments: Exceptional service. Used initiative to assist and provide all Information. Contacted staff member: Marie Allen
17th Street and Meridian Court Alfonso 6/3/2017 12:44 PM 31 3.10
Comments: Average service provided without incident. Alfonso provided average performance, very direct to the point attitude, very
blunt. Needs work. Contacted staff member: Alfonso
17th Street and Meridian Court Bryan 6/10/2017 12:27 AM 50 5.00
Comments: Extremely knowledgeable and went out of his/her way to help. Bryan was excellent at answering diligently and providing
outstanding performance especially under heavy busy time frame, true professionalism at its best. Contacted staff member: Bryan
17th street and Meridian Court Paula 6/20/2017 8:26 PM 50 5.00
Comments: Patient -took time to answer questions. Paula greeted customer with great affection, good personality and with a superb
smile, very professional.
Contacted staff member: Paula
17th Street and Meridian Court Rose 6/24/2017 6:06 PM 31 3.10
Comments: Average service provide. Had to ask for receipt. Contacted staff member: Rose
17th Street and Meridian Court Luz Tamayo 6/26/2017 12:53 PM 50 5.00
Comments: I told her I was looking for TD bank, she asked her co workers until she figured out where it was. Then directed me on
how to arrive there
Contacted staff member: Luz Tamayo
17th Street and Meridian Court Johnathan S. 6/30/2017 5:14 PM 50 5.00
Comments: Patient -took time to answer questions. I asked what time the garage closes. He told me that its open 24hrs. Contacted
staff member: Johnathan S.
Number of Shopping Experiences by Method:
Number ofReshopping Experiences by Method:
Number of Division Shopping Experiences:
Number of Division Reshopping Experiences:
8/9/2017 9:59:43 AM
8
0
8
0
Avg Score Sum: 35.00
Average: 4.38
Avg Score Sum: 35.00
Average: 4.38
Page 4of11
MIAMI BEACH Service Shopper Program· Comprehensive Department Report FISCAL YEAR 2017 Qtr3
Garage -17th Street and Pennsylvania
SHOPPING METHOD -In Person-Garage
1310
Source: WEB
1317
Source: WEB
1400
Source: WEB
5614
Source: WEB
1321
Source: WEB
1325
Source: WEB
1504
Source: WEB
1450
Source: WEB
1504
Source: WEB
1317
Source: WEB
1450
Source: WEB
1504
Source: WEB
1321
Source: WEB
17th Street and Pennsylvania Ida 4/3/2017 10:44 AM 50 5.00
Ave
Comments: Above and beyond expectations. Exceptional service. Contacted staff member: Ida
17th Street and Pennsylvania Aida 5/1/2017 10:41 AM 50 5.00
Ave
Comments: Above and beyond expectations. Friendly and professional. Contacted staff member: Aida
17th Street and Pennsylvania
Ave
Steven 5/5/2017 11:48 PM 22 2.20
Comments: Attendant was asked a particular problem and seemed in a rush to assist then go back to office pleasant only at end
when name was asked. Unresponsive, not customer service oriented. Contacted staff member: Steven
17th Street and Pennsylvania no name tag 46 4.60 1400
Ave
Comments: Courteous and willing to provide assistance. Given the "run around". She was nice but when I asked for her name she
basically dodge the question. Contacted staff member: no name tag
17th Street and Pennsylvania Aida 5/15/2017 10:29 AM 50 5.00
Ave
Comments: Friendly and professional. Exceptional service. Contacted staff member: Aida
17th Street and Pennsylvania
Ave
Tiffany 5/20/2017 7:02 PM 48 4.80
Comments: Extremely knowledgeable and went out of his/her way to help. Patient -took time to answer questions. Contacted staff
member: Tiffany
17th Street and Pennsylvania no name tag 5/24/2017 1:30 PM 45 4.50
Ave
Comments: Friendly and professional. Patient -took time to answer questions. Contacted staff member: no name tag
17th Street and Pennsylvania
Ave
Aide 6/3/2017 12:29 PM 40 4.00
Comments: Friendly and professional. Aide was very friendly and descriptive on question asked by customer, also great job
providing different relevant choices to solution. Contacted staff member: Aide
17th Street and Pennsylvania Steve 6/10/2017 12:08 AM 30 3.00
Ave
Comments: Average service provided without incident. Asked name several times until out of office did he respond with name other
than that average performance. Contacted staff member: Steve
17th Street and Pennsylvania Larry 6/20/2017 8:49 PM 38 3.80
Ave
Comments: Felt valued and appreciated. Larry was very courteous and a great understanding of operating procedures even after a
system malfunction, great adaptably. Contacted staff member: Larry
17th Street and Pennsylvania Loyd 6/22/2017 8:34 PM 50 5.00
Ave
Comments: Used initiative to assist and provide all Information. Loyd was extremely excited to attend customer which promotes
essential customer loyalty, great personality and outstanding performance, good job. Contacted staff member: Loyd
17th Street and Pennsylvania Shirley 6/24/2017 6:35 PM 43 4.30
Ave
Comments: Friendly and professional. On mobile. Contacted staff member: Shirley
17th Street and Pennsylvania
Ave
Aide Crespo 6/26/2017 1:00 PM 50 5.00
Comments: Extremely knowledgeable and went out of his/her way to help. She helped me use the skidata machine. Contacted staff
member: Aide Crespo
Number of Shopping Experiences by Method: 13 Avg Score Sum: 56.20
Number ofReshopping Experiences by Method:
Number of Division Shopping Experiences:
Number of Division Reshopping Experiences:
8/9/2017 9:59:43 AM
13
Average: 4.32
Avg Score Sum: 56.20
Average: 4.32
Page 5of11
5/13/2017
MIAMI BEACH Service Shopper Program· Comprehensive Department Report FISCAL YEAR 2017 Qtr3
Rl;lSH<i)'if ~Ei$l1o'Piff •. ~IJNb'tlC1N;· . IJAtli''. < 'tlr\il'Ei •· totA'I'...
SHOPPING METHOD -In Person-Garage
1439
1514
1516
5617
1227
1268
1268
1439
1514
1268
1439
1649
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
18th Street and Meridian Ave Mariam 4/3/2017 9:51 AM 49 4.90
Comments: Exceptional service. Contacted staff member: Mariam
18 Street and Meridian Marie 5/1/2017 9:34 AM 48 4.80
Comments: Patient -took time to answer questions. Friendly and professional. Contacted staff member: Marie
18 Street and Meridian no name tag 5/5/2017 11:06 PM 25 2.50
Comments: Needed to persist to get information and answers. Attendant did not display name tag and stated to not know the answer
to the question asked and suggested to try asking the garage on 17 street. Contacted staff member: Unknown
18 Street and Meridian Marie 49 4.90 1516 5/15/2017
Comments: Friendly and professional. Contacted staff member: Marie
18th Street and Meridian Ave no name tag 5/20/2017 7:46 PM 49 4.90
Comments: Courteous and willing to provide assistance. Used Initiative to assist and provide all information. Contacted staff
member: no name tag
18th Street and Meridian Ave Miguel 5/24/2017 1 :33 PM 50 5.00
Comments: Friendly and professional. Patient -took time to answer questions. Contacted staff member: Miguel
18th Street and Meridian Ave Rochely 6/3/2017 12:11 PM 50 5.00
Comments: Above and beyond expectations. Rochely exceptional smile and way to capture customers attention go beyond and
above expectations remarkable experience. Contacted staff member: Rochely
18th Street and Meridian Ave Tee 6/9/2017 11 :37 PM 32 3.20
Comments: Average service provided without incident. Tee in person was a little better at customer service skills, directed customer
to use automated machine due to teller left home already, could use some work. Contacted staff member: Tee
18 Street and Meridian Marie 6/16/2017 12:47 PM 36 3.60
Comments: At first Marie had her headphones on. Afterwards, she was patient, took time to answer questions. Felt valued and
appreciated. Marie was very patient with customer's question and answered with good customer service. Contacted staff member:
Marie
18th Street and Meridian Ave Heidy 6/22/2017 8:06 PM 40 4.00
Comments: Friendly and professional. Heidy was very friendly towards customer, very patient and understanding, good job.
Contacted staff member: Heidy
18th Street and Meridian Ave Rose 6/24/2017 5:37 PM 37 3.70
Comments: Average service provided without incident. No receipt had to ask her to open window and give me one. Felt like I gave
her more work, bothering her. Contacted staff member: Rose
18th Street and Meridian Aide 6/26/2017 3:46 PM 49 4.90
Comments: Courteous and willing to provide assistance. Very polite, she directed me to the nearest citibank. Contacted staff
member: Aide
Number of Shopping Experiences by Method:
Number ofReshopping Experiences by Method:
Number of Division Shopping Experiences:
Number of Division Reshopping Experiences:
12
12
Avg Score Sum: 51.40
Average: 4.28
Avg Score Sum: 51.40
Average: 4.28
Garage -1900 Bay Rd
SHOPPING METHOD -In Person-Garage
1242
Source: WEB
1513
Source: WEB
1900 Bay Rd Joe 4/3/2017 9:39AM 34 3.40
Comments: Courteous and willing to provide assistance. He seemed out of it...back side sitting to window, sleepy. Contacted staff
member: Joe
1900 Bay Rd, Sunset Harbour Jackie 4/15/2017 11:33 PM 50 5.00
Comments: Above and beyond expectations. Extremely knowledgeable and went out of his/her way to help. Came out of booth to
give me directions and made sure I understood. Contacted staff member: Jackie
8/9/2017 9:59:43 AM Page 6of11
MI AM I BEACH Service Shopper Program • Comprehensive Department Report FISCAL YEAR 2017 Qtr3
1335
1350
1343
1510
1433
1513
1347
1242
1335
1433
1513
1513
Garage -1900 Bay Rd
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
1900 Bay Rd, Sunset Harbour no name tag 5/13/2017 8:55AM 47 4.70
Comments: Courteous and willing to provide assistance. He was wearing a jacket over his uniform so his nametag did not show.
Contacted staff member: no name tag
1900 Bay Rd, Sunset Harbour Elrado 5/15/2017 9:02 AM 50 5.00
Comments: Friendly and professional. Contacted staff member: Elrado
1900 Bay Rd, Sunset Harbour Stacey 5/20/2017 4:26 PM 50 5.00
Comments: Above and beyond expectations. Extremely knowledgeable and went out of his/her way to help. Contacted staff
member: Stacey
1900 Bay Rd, Sunset Harbour no name tag 5/24/2017 2:13 PM 46 4.60
Comments: Courteous and willing to provide assistance. No name tag and no pleasantry. Contacted staff member: no name tag
1900 Bay Rd, Sunset Harbour Stacy 5/26/2017 9:53 PM 35 3.50
Comments: When I approached Stacy with a question, she first pointed towards the machine and sent me on my way. Afterwards
she approached me and felt valued and appreciated. Stacy was average at first but then she realized I required specific help and
she took the initiative to provide assistance. Contacted staff member: Stacy
1900 Bay Rd, Sunset Harbour Denise 6/3/2017 11 :34 AM 40 4.00
Comments: Used initiative to assist and provide all information. Denise went out of her way to assist customer with receipt Issue,
professional performance, great job. Contacted staff member: Denise
1900 Bay Rd, Sunset Harbour Stacey 6/9/2017 9:09 PM 44 4.40
Comments: Friendly and professional. Stacey personally took effort to answer customers question and tool< action to find solution,
very good job. Contacted staff member: Stacey
1900 Bay Rd Aide 6/16/2017 12: 16 PM 42 4.20
Comments: Courteous and willing to provide assistance. Aide provided customer assistance with a smile and effective results, good
job. Contacted staff member: Aide
1900 Bay Rd, Sunset Harbour Kassandra 6/20/2017 9:38 PM 50 5.00
Comments: Friendly and professional. Kassandra continues to exemplify what is the definition of an excellent employee impeccable
relations through true professionalism, superb job. Contacted staff member: Kassandra
1900 Bay Rd, Sunset Harbour Raul 6/22/2017 5:10 PM 39 3.90
Comments: Friendly and professional. Raul had a great personality and delivered with great performance towards the customer,
outstanding employee. He did not look presentable with his uniform, his shirt was untucked. Contacted staff member: Raul
1900 Bay Rd, Sunset Harbour Joe 6/24/2017 5:05 PM 46 4.60
Comments: Friendly and professional. Not sure if $20 is max that machine can make change. Contacted staff member: Joe
1900 Bay Rd, Sunset Harbour Joe 6/24/2017 5:05 PM 46 4.60
Comments: Friendly and professional. Not sure if $20 is max that machine can make change. Contacted staff member: Joe
Number of Shopping Experiences by Method:
Number ofReshopping Experiences by Method:
Number of Division Shopping Experiences:
Number of Division Reshopping Experiences:
14
0
14
0
Avg Score Sum: 61.90
Average: 4.42
Avg Score Sum: 61.90
Average: 4.42
Garage -42nd Street and Sheridan
SHOPPING METHOD -In Person-Garage
1285
Source: WEB
1642
Source:
42nd Street and Sheridan Marie 4/3/2017 8:46 AM 48 4.80
Avenue
Comments: Friendly and professional. Contacted staff member: Marie
Louise 4/15/2017 8:57 PM 30 3.00
Comments: Needed to persist to get information and answers. Took him a few moments to get up and assist me, went back to sit
down after telling where to go pay instead of showing me. Contacted staff member: Louise
8/912017 9:59:43 AM Page 7of11
MIAMI BEACH Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2017 Qtr3
1354
1226
1223
1226
1252
1491
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
42nd Street and Sheridan Elrado 5/1/2017 9:24AM
Avenue
Comments: Friendly and professional. Contacted staff member: Elrado
42nd Street and Sheridan McKenzie 5/15/2017 8:21 AM
Avenue
Comments: Friendly and professional. Contacted staff member: McKenzie
42nd Street and Sheridan
Avenue
unable to read
name
5/24/2017 12:15 PM
48 4.80
48 4.80
50 5.00
Comments: Used initiative to assist and provide all information. Name on name tag was to small for me to see. Contacted staff
member: unable to read name tag
42nd Street and Sheridan Tee 6/9/2017 8:34 PM 24 2.40
Avenue
Comments: Average service provided without incident. When button pressed and asked name identification a long pause was
elapsed then operator responded 'Tee' other than this average performance, needs work. Her attitude is bad, seemed to be on a
rush. Contacted staff member: Tee
42nd Street and Sheridan
Avenue
Denise 6/22/2017 4:32 PM 35 3.50
Comments: Used initiative to assist and provide all information. Experience over the intercom, took a while to receive assistance.
Once I was acknowledged, Denise provided essential information and deliberately made sure It was received, very good. Contacted
staff member: Denise
42nd Street and Sheridan Shirley 42 4.20
Avenue
Comments: Friendly and professional. Had to ring and ring for help. Contacted staff member: Shirley
Number of Shopping Experiences by Method:
Number ofReshopping Experiences by Method:
Number of Division Shopping Experiences:
Number of Division Reshopping Experiences:
8
8
Avg Score Sum: 32.50
Average: 4.06
Avg Score Sum: 32.50
Average: 4.06
1226
Garage -5th Street and Alton Road
SHOPPING METHOD -In Person-Garage
1296
Source: WEB
1501
Source: WEB
1289
Source: WEB
5556
Source: WEB
1233
Source: WEB
1294
Source: WEB
1295
Source: WEB
5th Street and Alton Road Andrew 4/3/2017 11:08AM 38 3.80
Comments: Service was not provided and employee was not knowledgeable. The employee greeted me and I gave him the ticket.
He just shrugged his shoulders and shook his head. He did not say I owed anything. In the past I have been told by attendants that
"the first two hours are free" you don't owe anything-have a good day. I said thanks anyway have a good day. Contacted staff
member: Andrew
5th Street and Alton Road Betty 4/15/2017 11:03 PM 1.00
Comments: Unresponsive, not customer service oriented. Drastically missed the criteria. Incomplete service -multiple attempts to
obtain information. Very short and impatient . Assumed I was familiar with the beach when I asked for directions Cl*-3 Not
acceptable. Attendant was rude. Contacted staff member: Betty
5th Street and Alton Road Andrew 5/1/2017 11 :02 AM 48 4.80
Comments: Friendly and professional. Exceptional service. Contacted staff member: Andrew
5th Street and Alton Road 50 5.00 1501
Comments: Friendly and professional. Used initiative to assist and provide all information. Extremely knowledgeable and went out of
his/her way to help. Attendant was extremely helpful and indicated the specific lost ticket procedures. Contacted staff member:
Unknown
5th Street and Alton Road Marie 5/13/2017 9:33 AM 46 4.60
Comments: Courteous and willing to provide assistance. Patient -took time to answer questions. Contacted staff member: Marie
5th Street and Alton Road Andrew 5/15/2017 10:55AM 50 5.00
Comments: Friendly and professional. Contacted staff member: Andrew
5th Street and Alton Road Betty 5/20/2017 4:53 PM 40 4.00
Comments: Average service provided without incident. Could've done a better greeting. Contacted staff member: Betty
8/9/2017 9:59:43 AM Page 8of11
6/24/2017
5/5/2017
MI AM I BEACH Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2017 Qtr3
1296
1466
1500
1233
1233
1466
1289
1466
1233
1500
Garage -5th Street and Alton Road
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
5th Street and Alton Road no name tag 5/24/2017 2:39 PM 39 3.90
Comments: Average service provided without incident. Employee was on cell phone and did not give undivided attention. Contacted
staff member: no name tag
5th Street and Alton Road Shirley 5/26/2017 10:49 PM 41 4.10
Comments: Courteous and willing to provide assistance. Shirley was very enthusiastic, very helpful, keep up the good work.
Contacted staff member: Shirley
5th Street and Alton Road Marla and Betty 5/30/2017 9:46 PM 47 4.70
Comments: Drastically missed the criteria. I missed the15 min mark by seconds. there was no charge. i was being attended by
Maria who was very polite. I asked for a receipt and BETTY who was lounging behind her jumped in and very rudely said WHY
WOULD WE GIVE U A RECEIPT? YOU DONT PAY! so rude I just got their names and left. Contacted staff member: Maria and
Betty
5th Street and Alton Road Betty 6/3/2017 10:37 AM 42 4.20
Comments: Felt valued and appreciated. Caught attendant in a shift change. They seemed to be resolved their own issues before
attending to me. Once I received their attention, Betty did a great job explaining carefully my problem's solution, she provided the
correct information needed, very self efficient. Contacted staff member: Betty
5th Street and Alton Road Elisha 6/9/2017 9:43 PM 33 3.30
Comments: Patient -took time to answer questions. Elisha provided immediate answer to customers question but average
performance due to greeting. Contacted staff member: Elisha
5th Street and Alton Road Andrew 6/16/2017 10:37 AM 50 5.00
Comments: Used initiative to assist and provide all information. Andrew was extremely knowledgeable on areas infrastructure when
asked customer, great job.
Contacted staff member: Andrew
5th Street and Alton Road Betty 6/20/2017 10:08 PM 50 5.00
Comments: Used initiative to assist and provide all information. Betty took all the responsibility to make sure customer is satisfied
100 percent, above and beyond the call of duty, excellent performance. Contacted staff member: Betty
5th Street and Alton Road Susan 6/24/2017 7:15 PM 49 4.90
Comments: Above and beyond expectations. Exceptional service. Contacted staff member: Susan
5th Street and Alton Road No Nametag 6/26/2017 2:20 PM 32 3.20
Comments: I chose this option because I said I lost my ticket and he just let me go. Also, I asked him where the nearest Citibank
was and he said: "I have no idea" without hesitation. He was not wearing a name tag. He was of tan complexion. brown hair & facial
hair. Contacted staff member: no name tag
5th Street and Alton Road Susana Rojas 6/30/2017 7:29 PM 50 5.00
Comments: Patient -took time to answer questions. I asked her about acquiring employment as a garage attendant. She explained
that the company is Parking PLUS, and you can apply on line. Contacted staff member: Susana Rojas
Number of Shopping Experiences by Method: 17 Avg Score Sum: 71.50
Number ofReshopping Experiences by Method:
Number of Division Shopping Experiences: 17
Number of Division Reshopping Experiences:
Average: 4.21
Avg Score Sum: 71.50
Average: 4.21
Garage -7th Street and Collins Avenue
SHOPPING METHOD -In Person-Garage
1256 7th Street and Collins Avenue So lay 4/3/2017 11:46AM 48 4.80
Source: WEB Comments: Friendly and professional. Contacted staff member: Solay
1265 7th Street and Collins Avenue Nidia 4/15/2017 11:02 PM 50 5,00
Source: WEB Comments: Exceptional service. Friendly and professional. Very pleasant and outgoing . Contacted staff member: Nidia
1258 7th Street and Collins Avenue Guy 5/1/2017 11:31 AM 49 4.90
Source: WEB Comments: Exceptional service. Friendly and professional. Contacted staff member: Guy
8/9/2017 9:59:44 AM Page 9of11
MIAMI BEACH Service Shopper Program· Comprehensive Department Report FISCAL YEAR 2017 Qtr3
1249
1457
1459
1646
1265
1418
1456
1457
1459
1646
1249
1258
1418
1204
Garage -7th Street and Collins Avenue
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
Source: WEB
7th Street and Collins Avenue Mayely 5/5/2017 10:15PM 34 3.40
Comments: Average service provided without incident. Attendant was asked for a receipt and responded okay but stated that ticket
stub could not be given back which is okay but average response. Contacted staff member: Mayely
7th Street and Collins Avenue Miriam 5/13/2017 10:01 AM 47 4.70
Comments: Friendly and professional. Felt valued and appreciated. Contacted staff member: Miriam
7th Street and Collins Avenue So lay 5/15/2017
Comments: Friendly and professional. Contacted staff member: Solay
7th Street and Collins Avenue
(G1)
no name tag 5/20/2017
11:47 AM 47 4.70
5:30 PM 37 3.70
Comments: Information not accurate. She has good customer service but was unable to give me the correct information. Contacted
staff member: no name tag
7th Street and Collins Avenue Emanuel 5/24/2017 3:10 PM 46 4.60
Comments: Courteous and willing to provide assistance. Friendly and professional. Patient -took time to answer questions.
Contacted staff member: Emanuel
7th Street and Collins Avenue Angel 5/27/2017 12:05AM 50 5.00
Comments: Exceptional service. Contacted staff member: Angel
7th Street and Collins Avenue Brian 5/30/2017 10:21 PM 35 3.50
Comments: Inattentive. I asked where Is a td bank, he said I have no idea" that's it! no help. Contacted staff member: Brian
7th Street and Collins Avenue Mirna 6/3/2017 8:47 AM 37 3.70
Comments: Patient -took time to answer questions. Courteous and willing to provide assistance
Felt valued and appreciated. Mirna was very helpful and tried her best to quickly resolve custome~s matter, greeting was overall
average. I asked several times for her name, and she did not want to provide it. Kept deliberately avoiding the question. Contacted
staff member: Mirna
7th Street and Collins Avenue Didi 6/9/2017 10:16 PM 43 4.30
Comments: Courteous and willing to provide assistance. Didi was very descriptive to customers needs, great employee skills.
Contacted staff member: Didi
7th Street and Collins Avenue
(G1)
Mirna 6/16/2017 11:07 AM 44 4.40
Comments: Felt valued and appreciated. Mirna was very customer service oriented and smiling made customer warm and a
welcome gratitude experience.
Contacted staff member: Mirna
7th Street and Collins Avenue Niria 6/22/2017 6:31 PM 26 2.60
Comments: Average service provided without incident. Niria seemed to know to much about the job, kept on consulting supervisor
Eddie for advice on how to address lost ticket issue, Eddie on the other hand did an incredible job on handling the situation, very
explanatory. Average performance. Contacted staff member: Niria
7th Street and Collins Avenue Wilma 41 4.10 1249
Comments: Courteous and willing to provide assistance. Forgot to offer receipt. Contacted staff member: Wilma
7th Street and Collins Avenue Myriam 6/26/2017 2:52 PM 50 5.00
Comments: Friendly and professional. She was polite and prompt. Contacted staff member: Myriam
7th Street and Collins Avenue
(G1)
8/9/2017 9:59:44 AM
Rose 6/30/2017 7:00 PM 50 5.00
Page 10of11
6/24/2017
MIAMI BEACH Service Shopper Program· Comprehensive Department Report FISCAL YEAR 2017 Qtr3
Garage ·7th Street and Collins Avenue
Source: WEB Comments: Friendly and professional. I lost my ticket! Rose helped me quickly. Contacted staff member: Rose
Number of Shopping Experiences by Method: 17
Number of Reshopping Experiences by Method:
Number of Division Shopping Experiences: 17
Number of Division Reshopping Experiences:
DEPARTMENT SUMMARY
Total Number of Departmental Shopping Experiences: 114
Number of Departmental Reshopping Experiences:
CITY WIDE TOTALS: FY2017 Qtr3
Total Number of Departmental Shopping Experiences:
Number of Departmental Reshopping Experiences:
8/9/2017 9:59:44 AM
7
114
7
Avg Score Sum: 73.40
Average: 4.32
Avg Score Sum: 73.40
Average: 4.32
Avg Score Sum: 488.4
0
Average: 4.28
Avg Score Sum: 488.40
Average: 4.28
Page 11of11