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LTC 276-2017 Garage Attendant Index Results for FY 2016-17 Quarter 2MIAMIBEACH OFFICE OF THE CITY MANAGER LTC # LETTER TO COMMISSION 276-2017 TO: Mayor Philip Levine and Members of e City C mission FROM: Jimmy L. Morales, City Manager DATE: May 18, 2017 SUBJECT: Garage Attendant Index Results for Y 2016/17 Quarter 2 The purpose of this Letter to Commission is to communicate the results of the newly developed Garage Attendant Index from FY 2016/17 Quarter 2 (January 1, 2017 to March 31, 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 or schedule for a mutually convenient time.* • I was greeted in a courteous manner.* (Attendant greeted me with 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 2 Overall, the City Garage Attendant index in FY 2016/17 Quarter 1 was a 4.59 on a 5.0 scale. The scores improved from the prior quarter by 8% and from the prior FY average of 4.29. Areas of Focus in FY 2016/17 Quarter 2 • Service not prompt— Employees in the 18th Street and Meridian garage were not available, and did not provide all service/information required. Parking staff have reviewed the results of the assessments with the contractor and issued penalties per the agreement based on 121 assessments conducted in all garages with 13 or 10.7% scoring 3.99 or below resulting in a fine of $1,300. Citywide score this quarter is a 9% improvement from the prior quarter. Additionally, a memorandum was issued to correct the identified deficiencies. MIAMI BEACH GARAGE ATTENDANT INDEX CITYWIDE SUMMARY FOR GARAGES Average Score Per Quarter Per Year Year 2016 2017 Quarter Q1 Q2 Q3 Q4 Parking- Garage Attendant City Wide Totals 2016 results includes only Q3 and Q4 when program started. MIAMI BEACH GARAGE ATTENDANT INDEX CITYWIDE SUMMARY BY GARAGE Q2 2017 PARKING - PUBLIC GARAGES Q2- 2017 Avg Score # Experiences Experiences Below 4 # Of Res hops # of Res hops Scoring Below 3 Garage - 12th Street and Drexel 0 0 0 Garage - 13th Street and Collins 4.02 3 1 1 Garage - 16th Street and Collins 4.72 10 0 0 0 Garage - 17th Street and Meridian Court 4.75 12 Aii 0 0 0 Garage - 17th Street and Pennsylvania 4.74 14 11111 2 0 0 Garage - 18th Street and Meridian 3.81 11 5 1 1 Garage - 1900 Bay Rd 4.78 16 0 0 0 Garage - 42nd Street and Sheridan 4.64 14 1 0 0 Garage - 5th Street and Alton Road 4.75 13 1 0 0 Garage - 7th Street and Collins Avenue 4.76 10 1 0 0 Garage Total 4.59 121 13 2 2 Next Quarter Assessments City part-time staff is conducting garage attendant assessments every quarter. Additionally, 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/171 MIAMI BEACH Service Excellence Service Shopper Program Comprehensive Department Report FISCAL YEAR 2017 Qtr2 CMB-GARAGES Office of Organization Development Perfomance Initiatives 1700 Convention Center Drive Miami Beach, FL 33139 Telephone: (305) 673-7010 Fax: (305) 673-7782 4/12/2017 12:52:17 PM Page 1 of 12 DATE SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESH RESHOP DATE ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION TIME SHOPPED ID MIAMI BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2017 Qtr2 PARKING - GARAGES Garage - 12th Street and Drexel SHOPPING METHOD - In Person-Garage 1584 1/3/2017 9:01 AM 44 4.40 Source: WEB Comments: Friendly and professional. Was able to help with my question. Contacted staff member: No ID badge 1583 1/8/2017 6:41 PM 45 4.50 Source: WEB Comments: Extremely knowledgeable and went out of his/her way to help. Friendly and professional. Courteous and willing to provide assistance. Patient - took time to answer questions. Contacted staff member: Jaquie 1208 12th Street & Drexel 12th Street & 1/27/2017 7:50 PM 50 5.00 Drexel Source: WEB Comments: Above and beyond expectations. Extremely knowledgeable and went out of his/her way to help. Jorge stood outside the office and went around the garage assisting people. In my experience, not too many attendants do that. Contacted staff member: Jorge Latil 1278 12 Street & Drexel 12th Street & 2/2/2017 8:44 AM 43 4.30 Drexel Source: WEB Comments: Patient - took time to answer questions. He did seem a little bothered to answer my question about the garages, but overall he was very attentive. Contacted staff member: Jaque 1288 12th Street & Drexel 12th Street & 2/5/2017 6:36 PM 45 4.50 Drexel Source: WEB Comments: He was very respectful, attentive with a welcoming attitude. The transaction to pay the ticket took only 4 minutes. He was very knowledgeable when I asked a question and provided a concisely and accurate answer. He had a badge ID and very well dressed uniform. Contacted staff member: Jacquie 1275 12th Street & Drexel 12th Street & 2/7/2017 4:15 PM 50 5.00 Drexel Source: WEB Comments: Above and beyond expectations. Exceptional service. She helped me navigate new ticket machine. Contacted staff member: Jackie 1452 12th Street & Drexel 12th Street & 2/13/2017 8:17 AM 50 5.00 Drexel Source: WEB Comments: Friendly and professional. Really nice attitude, and patient to listen to my question and help me out. He was even willing to help me with the payment process instead of having to go to the machine. Contacted staff member: Valenti 1461 12th Street & Drexel 12th Street & 2/22/2017 8:26 AM 50 5.00 Drexel Source: WEB Comments: Very prompt to help me out, answer my question, and help me with payment and always with a smile. Very friendly. Exceptional service. Contacted staff member: Valenti 1469 12th Street & Drexel 12th Street & 3/4/2017 7:33 PM 48 4.80 Drexel Source: WEB Comments: Used initiative to assist and provide all information. Had a jacket over his uniform shirt. Contacted staff member: No name tag 1460 12th Street & Drexel 12th Street & 3/25/2017 9:56 AM 41 4.10 Drexel Source: WEB Comments: Courteous and willing to provide assistance. Contacted staff member: Malinda 1631 12th Street & 3/30/2017 10:46 AM 50 5.00 Drexel Source: WEB Comments: Above and beyond expectations. Used initiative to assist and provide all information. Extremely knowledgeable and went out of his/her way to help. Contacted staff member: Jaquie Number of Shopping Experiences by Method: 11 Avg Score Sum: 51.60 Number of Reshopping Experiences by Method: 0 Average: 4.69 Number of Division Shopping Experiences: 11 Avg Score Sum: 51.60 Number of Division Reshopping Experiences: 0 Average: 4.69 Garage - 13th Street and Collins SHOPPING METHOD - In Person-Garage 1474 13th Street and Collins Avenue 13th Street and 1/27/2017 7:20 PM 27 2.70 Collins Avenue 1361 Source: WEB Source: Web Comments: Unresponsive, not customer service oriented. The employee seem like he didn't want to talk to any customers and was more focused on using the cell phone. Contacted staff member: Unable to read name tag 13th Street and Collins 13th Street and 2/2/2017 9:24 AM 49 4.90 Collins Comments: Friendly and professional. Josue answered all my questions with good attitude. Unfortunately, he was not wearing his name tag and I had to ask for his name. Contacted staff member: Josue 4112/2017 12:52:17 PM Page 3 of 12 1380 13th Street and Collins Avenue 13th Street and 2/4/2017 10:05 PM 36 3.60 Collins Avenue Source: WEB Comments: She was very friendly, had a positive attitude, professional and courteous. She took more than 10 minutes to provide the receipt, but she was very knowledgeable and answered the question concisely and accurately. Contacted staff member: Cassandra 5229 13th Street and Collins Avenue 13th Street and 41 4.10 1474 1 Collins Avenue Source: WEB Comments: She was very respectful, attentive with a welcoming attitude. The transaction to pay the ticket took only 4 minutes. She was very knowledgeable when I asked a question and provided a concisely and accurate answer. She had a badge ID and very well dressed uniform. Contacted staff member: Cassandra 1387 13th Street and Collins Avenue 13th Street and 2/13/2017 9:28 AM 50 5.00 Collins Avenue Source: WEB Comments: Above and beyond expectations. Very friendly, took time to listen to my question, offered different options and was willing to provide help with completing the payment. Contacted staff member: Giovanni 1636 13th Street and 2/22/2017 9:27 AM 50 5.00 Collins Source: WEB Comments: Exceptional service. He allowed me to go into the garage even though it was full, and then assisted me with getting out. Very friendly and apologetic. Contacted staff member: Randolph 1279 13th Street and Collins 13th Street and 3/5/2017 7:28 PM 50 5.00 Collins Source: WEB Comments: Courteous and willing to provide assistance. Friendly and professional. Contacted staff member: Luce 1280 13th Street and Collins 13th Street and 3/23/2017 11:26 PM 49 4.90 Collins Source: WEB Comments: Exceptional service. Very friendly. He provided thorough information. He was not wearing a badge. Contacted staff member: Jorge 1378 13th Street and Collins Avenue 13th Street and 3/25/2017 9:27 AM 40 4.00 Collins Avenue Source: WEB Comments: Patient - took time to answer questions. Contacted staff member: Markison 1638 13th Street and 3/31/2017 9:54 PM 1 1.00 Collins Source: WEB Comments: Service was not provided and employee was not knowledgeable. I asked for help and he only pointed me in direction and when back to sit down on phone in office. C1*-3 Not acceptable. Attendant was rude. Contacted staff member: Mat or Max Number of Shopping Experiences by Method: 10 Avg Score Sum: 40.20 Number of Reshopping Experiences by Method: 1 Average: 4.02 Number of Division Shopping Experiences: 10 Avg Score Sum: 40.20 Number of Division Reshopping Experiences: 1 Average: 4.02 2/5/2017 Garage - 16th Street and Collins SHOPPING METHOD - In Person-Garage 1592 1/3/2017 9:42 AM 41 4.10 Source: WEB Comments: Employee was wearing a blue shirt and did not have a name tag and did not greet me in a courteous manner. He did improve his attitude as the conversation went on. Contacted staff member: No name tag 1591 1/8/2017 6:59 PM 44 4.40 Source: WEB Comments: Above and beyond expectations. Used initiative to assist and provide all information. Friendly and professional. Patient - took time to answer questions. Felt valued and appreciated. Contacted staff member: Elsie 1324 16th Street and Collins 16th Street and 2/2/2017 9:49 AM 49 4.90 Collins Source: WEB Comments: Exceptional service. He was very friendly and polite when answering my question, and was very courteous as well. He was not wearing a name tag. Contacted staff member: Eric 1394 16th Street and Collins 16th Street and 2/4/2017 10:43 PM 42 4.20 Collins Source: WEB Comments: She was very friendly, had a positive attitude, professional and courteous. She took more than 10 minutes to provide the receipt I lost due to waiting approval from her supervisor. She was very knowledgeable and answered the question concisely and accurately. Contacted staff member: Elsie 1397 16th Street and Collins 16th Street and 2/5/2017 7:00 PM 46 4.60 Collins Source: WEB Comments: She was very respectful, attentive with a welcoming attitude. The transaction to pay the ticket took only 3 minutes. She was very knowledgeable when I asked a question and provided a concise and accurate answer. She had a badge ID and very well dressed uniform. Contacted staff member: Maria Mena 1609 16th Street and 2/13/2017 10:05 AM 50 5.00 Collins Source: WEB Comments: Patient - took time to answer questions. Very friendly and courteous at the same time. He answered my questions positively and provided further information. Contacted staff member: Eric 1611 16th Street and 2/22/2017 9:49 AM 50 5.00 Collins Source: WEB Comments: Exceptional service. Very professional. smiling, provided assistance promptly, answered my question politely. Contacted staff member: Eric 1346 16th Street and Collins 16th Street and 3/23/2017 11:03 PM 50 5.00 Collins 4/12/2017 12:52:17 PM Page 4 of 12 Source: WEB Comments: Friendly and professional. She answered my question promptly and was very respectful. Contacted staff member: Elsy 1463 16th Street and Collins 16th Street and 3/25/2017 9:22 AM 50 5.00 Collins Source: WEB Comments: Used initiative to assist and provide all information. Contacted staff member: Montia 1322 16th Street and Collins 16th Street and 3/26/2017 1:27 PM 50 5.00 Collins Source: WEB Comments: Patient - took time to answer questions. Courteous and willing to provide assistance. Contacted staff member: Martine Number of Shopping Experiences by Method: 10 Avg Score Sum: 47.20 Number of Reshopping Experiences by Method: 0 Average: 4.72 Number of Division Shopping Experiences: 10 Avg Score Sum: 47.20 Number of Division Reshopping Experiences: 0 Average: 4.72 Garage - 17th Street and Meridian Court SHOPPING METHOD - In Person-Garage 1428 17th Street and Meridian Court 17th Street and 1/3/2017 10:34 AM 47 4.70 Meridian Court Source: WEB Comments: Professional. She did not greet at all, but performed her duties and answered my questions appropriately. Contacted staff member: Myriam 1311 17th Street and Meridian Court 17th Street and 1/27/2017 4:24 PM 43 4.30 Meridian Court Source: WEB Comments: Courteous and willing to provide assistance. She was very nice and everything was great except the fact that she had no name tag and had ear buds hanging from her ears, but when I arrived she gave me her undivided attention. Contacted staff member: No name tag 1407 17th Street and Meridian Court 17th Street and 2/2/2017 11:16 AM 50 5.00 Meridian Court Source: WEB Comments: Patient - took time to answer questions. She was very friendly and polite as well. Contacted staff member: Alisha 1486 17th Street and Meridian Court 17th Street and 2/5/2017 12:11 AM 45 4.50 Meridian Court Source: WEB Comments: She was very friendly, had a positive attitude, professional and courteous. She was very knowledgeable and answered the question concisely and accurately. Contacted staff member: Janet 1485 17th Street and Meridian Court 17th Street and 2/7/2017 2:19 PM 49 4.90 Meridian Court Source: WEB Comments: Extremely knowledgeable and went out of his/her way to help. Contacted staff member: Melissa 1425 17th Street and Meridian Court 17th Street and 2/13/2017 10:59 AM 50 5.00 Meridian Court Source: WEB Comments: Exceptional service. Sorai answered my questions promptly, offered additional information on the garage's operation and seemed very happy to help. Contacted staff member: Sorai 1406 17th Street and Meridian Court 17th Street and 2/22/2017 10:36 AM 50 5.00 Meridian Court Source: WEB Comments: Exceptional service. Very friendly and prompt to provide service, knew about the garages, and provided accurate directions. Contacted staff member: Paola 1424 17th Street and Meridian Court 17th Street and 2/28/2017 10:52 AM 47 4.70 Meridian Court Source: WEB Comments: Friendly and professional. Contacted staff member: Karina 1464 17th Street and Meridian Court 17th Street and 3/4/2017 5:36 PM 50 5.00 Meridian Court Source: WEB Comments: Friendly and professional. Exceptional service. Patient - took time to answer questions. Contacted staff member: Janet 1640 17th Street and 3/5/2017 5:53 PM 48 4.80 Meridian Court Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Contacted staff member: Alisha 1488 17th Street and Meridian Court 17th Street and 3/23/2017 10:13 PM 50 5.00 Meridian Court Source: WEB Comments: Exceptional service. She smiled throughout the whole interaction, very friendly. very prompt to answer my question. Contacted staff member: Alisha 1220 17th Street and Meridian Court 17th Street and 3/25/2017 11:19 AM 41 4.10 Meridian Court Source: WEB Comments: Patient - took time to answer questions. Contacted staff member: Jessie Number of Shopping Experiences by Method: 12 Avg Score Sum: 57.00 Number of Reshopping Experiences by Method: 0 Average: 4.75 Number of Division Shopping Experiences: 12 Avg Score Sum: 57.00 4/1212017 12:52:17 PM Page 5 of 12 Number of Division Reshopping Experiences: 0 Average: 4.75 Garage - 17th Street and Pennsylvania SHOPPING METHOD - In Person-Garage 1577 1/3/2017 10:56 AM 50 5.00 Source: WEB Comments: Walked me through everything regarding payment and stayed to make sure I didn't have any more questions. Exceptional service. Contacted staff member: Jose 1236 17th Street and Pennsylvania 17th Street and 1/27/2017 4:49 PM 50 5.00 Ave Pennsylvania Ave Source: WEB Comments: Patient - took time to answer questions. Even though there was a line, he was able to satisfy everyone in a timely manner. Contacted staff member: Campbell 1401 17th Street and Pennsylvania 17th Street and 2/2/2017 11:47 AM 50 5.00 Ave Pennsylvania Ave Source: WEB Comments: Exceptional service. He answered all my questions and helped me out with everything. He was extremely polite through it all. Contacted staff member: Douglas 1315 17th Street and Pennsylvania 17th Street and 2/4/2017 11:00 PM 46 4.60 Ave Pennsylvania Ave Source: WEB Comments: He was very friendly, had a positive attitude, professional and courteous. He was very knowledgeable and answered the question concisely and accurately. Contacted staff member: Luis 1444 17th Street and Pennsylvania 17th Street and 2/5/2017 7:39 PM 30 3.00 Ave Pennsylvania Ave Source: WEB Comments: He was very respectful, but not attentive and without a welcoming attitude. The transaction to pay the ticket took only 2 minutes. He was very knowledgeable when I asked a question and provided concise and accurate answer, but still not had a welcoming attitude. He didn't have a badge ID and very well dressed uniform. Contacted staff member: Joe 1467 17th Street and Pennsylvania 17th Street and 2/7/2017 2:48 PM 48 4.80 Ave Pennsylvania Ave Source: WEB Comments: Friendly and professional. Contacted staff member: Denise 1625 17th Street and 2/13/2017 10:36 AM 50 5.00 Pennsylvania Ave Source: WEB Comments: Extremely knowledgeable and went out of his/her way to help me with a lost ticket. She explained to me the process and was very sympathetic throughout. Contacted staff member: Aide 1445 17th Street and Pennsylvania 17th Street and 2/22/2017 10:12 AM 50 5.00 Ave Pennsylvania Ave Source: WEB Comments: Patient - took time to answer questions. very courteous, stepped out to point me in the right direction. Contacted staff member: Emmanuel 1626 17th Street and 2/28/2017 11:11 AM 50 5.00 Pennsylvania Ave Source: WEB Comments: Exceptional service. Above and beyond expectations. Contacted staff member: Emanuel 1624 17th Street and 3/4/2017 5:41 PM 50 5.00 Pennsylvania Ave Source: WEB Comments: Extremely knowledgeable and went out of his/her way to help. Contacted staff member: Geraldo 1627 17th Street and 3/4/2017 6:12 PM 39 3.90 Pennsylvania Ave Source: WEB Comments: Exceptional service. Did not smile and could show more attention to the customer. Contacted staff member: Saulette Sermont 1238 17th Street and Pennsylvania 17th Street and 3/5/2017 6:19 PM 50 5.00 Ave Pennsylvania Ave Source: WEB Comments: Extremely knowledgeable and went out of his/her way to help. Above and beyond expectations. Contacted staff member: Francisco 1450 17th Street and Pennsylvania 17th Street and 3/23/2017 10:44 PM 50 5.00 Ave Pennsylvania Ave Source: WEB Comments: Exceptional service. He stopped what he was doing right away to assist me and was very nice in answering all my questions. Contacted staff member: Lloyd 1504 17th Street and Pennsylvania 17th Street and 3/25/2017 11:04 AM 50 5.00 Ave Pennsylvania Ave Source: WEB Comments: Above and beyond expectations. Contacted staff member: Cassandra Number of Shopping Experiences by Method: 14 Avg Score Sum: 66.30 Number of Reshopping Experiences by Method: 0 Average: 4.74 Number of Division Shopping Experiences: 14 Avg Score Sum: 66.30 Number of Division Reshopping Experiences: 0 Average: 4.74 Garage - 18th Street and Meridian SHOPPING METHOD - In Person-Garage 1607 1/3/2017 10:10 AM 49 4.90 4/12/2017 12:52:17 PM Page 6 of 12 Source: WEB Comments: Above and beyond expectations.. He helped me out with all my questions and told me where to go. He was not wearing a name tag. Contacted staff member: No name tag 1412 18th Street and Meridian Ave 18th Street and 1/27/2017 5:20 PM 37 3.70 Meridian Ave Source: WEB Comments: Average service provided without incident. Service could have been better. No name tag and I wasn't given her full attention as if she was busy with something else. Contacted staff member: No name tag 1228 18th Street and Meridian Ave 18th Street and 2/2/2017 10:21 AM 50 5.00 Meridian Ave Source: WEB Comments: Extremely knowledgeable to answer my question in detail. She was also very polite, but was not wearing a name tag. Contacted staff member: Denitra 1440 18th Street and Meridian Ave 18th Street and 2/5/2017 7:56 PM 46 4.60 Meridian Ave Source: WEB Comments: She was very respectful, attentive with a welcoming attitude. The transaction to pay the ticket took only 2 minutes. She was very knowledgeable when I asked a question and provided a concise and accurate answer. She had a badge ID and very well dressed uniform. Contacted staff member: Michelle 1515 18 Street and Meridian 18 Street and 2/7/2017 1:46 PM 47 4.70 Meridian Source: WEB Comments: Courteous and willing to provide assistance. He told me 1 had to fill out missing ticket. Contacted staff member: Nardo 1261 18th Street and Meridian Ave 18th Street and 2/22/2017 10:57 AM 38 3.80 Meridian Ave Source: WEB Comments: Average service provided without incident. He provided prompt service and was courteous in regards to greeting but did not answer my question, and I asked several times. Contacted staff member: Miguel 1517 18 Street and Meridian 18 Street and 2/28/2017 12:23 PM 48 4.80 Meridian Source: WEB Comments: Friendly and professional. Contacted staff member: Soray 1617 18th Street and 3/5/2017 5:31 PM 46 4.60 Meridian Ave Source: WEB Comments: Friendly and professional. Courteous and willing to provide assistance. Contacted staff member: Murielle 1408 18th Street and Meridian Ave 18th Street and 3/23/2017 10:21 PM 1 1.00 Meridian Ave Source: WEB Comments: Inattentive. No attendant present. I asked the security guard as well and I was told "she is gone". C1*-1 Missing all 4, not acceptable or approachable. C1*-2 Not prompt 10 plus minutes. C1*-3 Not acceptable. Attendant was rude. C1*-4 Very rude - Contacted staff member: No attendant 5380 18th Street and Meridian Ave 18th Street and 1 1.00 1408 1 Meridian Ave Source: WEB Comments: Drastically missed the criteria. C1*-3 Not acceptable. Attendant was rude. C1*-4 Very rude. Contacted staff member: Adoris 1268 18th Street and Meridian Ave 18th Street and 3/26/2017 12:52 PM 38 3.80 Meridian Ave Source: WEB Comments: Friendly and professional. Wearing jacket over uniform and I was unable to obtain the information I requested. Contacted staff member: No name tag 3/25/2017 Number of Shopping Experiences by Method: 11 Avg Score Sum: 41.90 Number of Reshopping Experiences by Method: Average: 3.81 Number of Division Shopping Experiences: 11 Avg Score Sum: 41.90 Number of Division Reshopping Experiences: 1 Average: 3.81 Garage - 1900 Bay Rd SHOPPING METHOD - In Person-Garage 1575 1/3/2017 11:58 AM 50 5.00 Comments: Exceptional service. He helped me out very professionally and quick, but was also sympathetic to me losing my ticket. Contacted staff member: Gerardo 1/8/2017 5:11 PM 46 4.60 Comments: Exceptional service. Used initiative to assist and provide all information. Patient - took time to answer questions. Courteous and willing to provide assistance. Contacted staff member: Richerly 1900 Bay Rd, Sunset Harbour 1900 Bay Rd, 1/27/2017 5:50 PM 50 5.00 Sunset Harbour Comments: Courteous and willing to provide assistance. Felt valued and appreciated. Annie was extremely nice and gave me the necessary information. Contacted staff member: Annie 1900 Bay Rd, Sunset Harbour 1900 Bay Rd, 2/2/2017 10:48 AM 50 5.00 Sunset Harbour Comments: Extremely knowledgeable and went out of his/her way to help. He answered and explained everything in detail. Also stepped out of the office to be able to be heard better. Contacted staff member: Gerardo 1900 Bay Rd, Sunset Harbour 1900 Bay Rd, 2/4/2017 8:46 PM 45 4.50 Sunset Harbour Comments: Raul was very friendly, had a positive attitude, professional and courteous. He was very knowledgeable and answered the question concisely and accurately. Friendly and professional. Used initiative to assist and provide all information. Patient - took time to answer questions. Extremely knowledgeable and went out of his/her way to help. Contacted staff member: Raul Source: WEB 1574 Source: WEB 1333 Source: WEB 1338 Source: WEB 1339 Source: WEB 4/12/2017 12:52:17 PM Page 7 of 12 1435 1900 Bay Rd, Sunset Harbour 1900 Bay Rd, 2/5/2017 5:18 PM 41 4.10 Sunset Harbour Source: WEB Comments: He was very respectful, attentive with a welcoming attitude. The transaction to pay the ticket took only 6 minutes which was prompt as I lost the ticket. He was very knowledgeable when I asked a question and provided a concise and accurate answer. Didn't have a badge ID. Contacted staff member: Ricardo 1436 1900 Bay Rd, Sunset Harbour 1900 Bay Rd, 2/13/2017 11:55 AM 50 5.00 Sunset Harbour Source: WEB Comments: Courteous and willing to provide assistance. Answered my question very promptly and politely, and was very patient when I asked the same thing again. Contacted staff member: Gerardo 1509 1900 Bay Rd, Sunset Harbour 1900 Bay Rd, 2/22/2017 11:46 AM 50 5.00 Sunset Harbour Source: WEB Comments: Friendly and professional. He assisted me with a lost ticket, very prompt, and answered my question in a very courteous manner. Contacted staff member: Joe 1621 1900 Bay Rd, 2/28/2017 11:43 AM 48 4.80 Sunset Harbour Source: WEB Comments: Friendly and professional. Used initiative to assist and provide all information. Contacted staff member: Jorgie 1508 1900 Bay Rd, Sunset Harbour 1900 Bay Rd, 3/4/2017 4:58 PM 49 4.90 Sunset Harbour Source: WEB Comments: Patient - took time to answer questions. Wearing jacket over uniform shirt but the service was good. Contacted staff member: No name tag 1622 1900 Bay Rd, 3/5/2017 5:02 PM 41 4.10 Sunset Harbour Source: WEB Comments: Courteous and willing to provide assistance. No smile and wearing non approved jacket over uniform. Contacted staff member: No name tag 1347 1900 Bay Rd, Sunset Harbour 1900 Bay Rd, 3/23/2017 9:22 PM 49 4.90 Sunset Harbour Source: WEB Comments: Patient - took time to answer questions. Very friendly and thorough when answering all my question. Contacted staff member: Denise 1433 1900 Bay Rd, Sunset Harbour 1900 Bay Rd, 3/25/2017 10:46 AM 49 4.90 Sunset Harbour Source: WEB Comments: Friendly and professional. Contacted staff member: Denise 1510 1900 Bay Rd, Sunset Harbour 1900 Bay Rd, 3/26/2017 2:59 PM 46 4.60 Sunset Harbour Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Contacted staff member: Jean 1623 1900 Bay Rd, 3/30/2017 11:45 AM 50 5.00 Sunset Harbour Source: WEB Comments: Extremely knowledgeable and went out of his/her way to help. Contacted staff member: Elraldo 1241 1900 Bay Rd 1900 Bay Rd 3/31/2017 11:42 PM 50 5.00 Source: WEB Comments: Friendly and professional. Contacted staff member: Jackie Number of Shopping Experiences by Method: 16 Avg Score Sum: 76.40 Number of Reshopping Experiences by Method: 0 Average: 4.78 Number of Division Shopping Experiences: 16 Avg Score Sum: 76.40 Number of Division Reshopping Experiences: 0 Average: 4.78 Garage - 42nd Street and Sheridan SHOPPING METHOD - In Person-Garage 1598 1/3/2017 11:27 AM 50 5.00 Source: WEB Comments: Exceptional service. She was very attentive, cheerful, and quick to answer my questions. Contacted staff member: Marie 1596 1/8/2017 7:33 PM 43 4.30 Source: WEB Comments: Used initiative to assist and provide all information. Friendly and professional. Patient - took time to answer questions. Courteous and willing to provide assistance. Felt valued and appreciated. Contacted staff member: Luis 1225 42nd Street and Sheridan 42nd Street and 1/8/2017 7:59 PM 37 3.70 Avenue Sheridan Avenue Source: WEB Comments: Friendly and professional. Average service provided without incident. Contacted staff member: Maria 1247 42nd Street and Sheridan 42nd Street and 2/4/2017 11:31 PM 43 4.30 Avenue Sheridan Avenue Source: WEB Comments: He was very friendly, had a positive attitude, professional and courteous. He was very knowledgeable and helpful on the new entrance garage system and answered the questions concisely and accurately. Contacted staff member: Peter 1257 42nd Street and Sheridan 42nd Street and 2/7/2017 12:34 PM 43 4.30 Avenue Sheridan Avenue Source: WEB Comments: She told me that I would have to get my own ticket and receipt from here onward? Rolled her eyes when having to get ticket for me. I did not know the new setup. Contacted staff member: Marie 4/12/2017 12:52:17 PM Page 8 of 12 1495 42nd Street and Sheridan 42nd Street and 2/13/2017 11:32 AM 50 5.00 Avenue Sheridan Avenue Source: WEB Comments: Friendly and professional. very nice and polite, answered my question and pointed me in the right direction. Always with a smile. Contacted staff member: Marie 1353 42nd Street and Sheridan 42nd Street and 2/22/2017 11:24 AM 50 5.00 Avenue Sheridan Avenue Source: WEB Comments: Exceptional service. She was extremely friendly, asked how my day was, offered service promptly, and answered all my questions. Contacted staff member: Marie 1351 42nd Street and Sheridan 42nd Street and 3/4/2017 4:21 PM 48 4.80 Avenue Sheridan Avenue Source: WEB Comments: Exceptional service. Didn't smile and accent made it a little difficult but he made sure he provided me with a solution. Contacted staff member: Carlos 1355 42nd Street and Sheridan 42nd Street and 3/5/2017 4:15 PM 48 4.80 Avenue Sheridan Avenue Source: WEB Comments: Used initiative to assist and provide all information. Friendly and professional. Wore a jacket over uniform shirt, unable to see name tag. Contacted staff member: No name tag 1491 42nd Street and Sheridan 42nd Street and 3/23/2017 8:38 PM 49 4.90 Avenue Sheridan Avenue Source: WEB Comments: Friendly and professional. Took time to answer my question. She assisted me with paying. Contacted staff member: Heydi 1224 42nd Street and Sheridan 42nd Street and 3/25/2017 8:57 AM 50 5.00 Avenue Sheridan Avenue Source: WEB Comments: Friendly and professional. Gave extra assistance with payment. Contacted staff member: Erica 1252 42nd Street and Sheridan 42nd Street and 3/26/2017 3:46 PM 48 4.80 Avenue Sheridan Avenue Source: WEB Comments: Friendly and professional. Used initiative to assist and provide all information. Contacted staff member: Tony 1620 42nd Street and 3/30/2017 9:09 AM 50 5.00 Sheridan Avenue Source: WEB Comments: Extremely knowledgeable and went out of his/her way to help. Contacted staff member: Marie 1352 42nd Street and Sheridan 42nd Street and 3/31/2017 9:17 PM 41 4.10 Avenue Sheridan Avenue Source: WEB Comments: Needed to persist to get information and answers. She was on the phone during first point of contact. I had to excuse myself to get assistance. Contacted staff member: Balsinda Number of Shopping Experiences by Method: 14 Avg Score Sum: 65.00 Number of Reshopping Experiences by Method: 0 Average: 4.64 Number of Division Shopping Experiences: 14 Avg Score Sum: 65.00 Number of Division Reshopping Experiences: 0 Average: 4.64 Garage - 5th Street and Alton Road SHOPPING METHOD - In Person-Garage 1603 1/3/2017 8:34 AM 50 5.00 Source: WEB Comments: Exceptional service. He knew where other locations were. Contacted staff member: Alvaro 1604 1/8/2017 5:34 PM 46 4.60 Source: WEB Comments: Used initiative to assist and provide all information. Friendly and professional. Patient - took time to answer questions. Courteous and willing to provide assistance. Contacted staff member: Daniele 1234 5th Street and Alton Road 5th Street and 1/27/2017 6:16 PM 50 5.00 Alton Road Source: WEB Comments: Nice person. She stopped her task to provide me with directions. Courteous and willing to provide assistance. Contacted staff member: Treniqua 1301 5th Street and Alton Road 5th Street and 2/2/2017 8:17 AM 50 5.00 Alton Road Source: WEB Comments: Exceptional service. The gentleman was in proper uniform with badge and all. He answered my question with respect and a good attitude. Contacted staff member: I did not get to read his badge. 1298 5th Street and Alton Road 5th Street and 2/4/2017 9:08 PM 31 3.10 Alton Road Source: WEB Comments: She didn't have a positive, welcome and helpful attitude, but she answered the question with knowledge and accurately. Needed to persist to get information and answers. Contacted staff member: Betty 1304 5th Street and Alton Road 5th Street and 2/5/2017 5:35 PM 46 4.60 Alton Road Source: WEB Comments: She was very respectful, attentive with a welcoming attitude. The transaction to pay the ticket took only 2 minutes. She was very knowledgeable when I asked a question and provided a concisely and accurate answer. She had a badge ID and very well dressed uniform. Contacted staff member: Suzanna 1497 5th Street and Alton Road 5th Street and 2/13/2017 8:50 AM 50 5.00 Alton Road Source: WEB Comments: Very prompt to offer service, very patient to listen to my question, and answered all my questions in a very good manner. Friendly and professional. Contacted staff member: Andrew 411212017 12:52:17 PM Page 9 of 12 5th Street and 2/22/2017 8:47 AM 50 5.00 Alton Road Comments: Exceptional service. He was very friendly, prompt to help me and answer my question. Very polite. Contacted staff member: Andrew 5th Street and 3/4/2017 7:02 PM 50 5.00 Alton Road Comments: Friendly and professional. Courteous and willing to provide assistance. Patient - took time to answer questions. Contacted staff member: Betty 5th Street and Alton Road 5th Street and 3/25/2017 10:38 AM 45 4.50 Alton Road Comments: Patient - took time to answer questions. Contacted staff member: Betty 5th Street and Alton Road 5th Street and 3/26/2017 2:27 PM 50 5.00 Alton Road Comments: Felt valued and appreciated. Courteous and willing to provide assistance. Contacted staff member: Susana 5th Street and 3/30/2017 11:29 AM 50 5.00 Alton Road Comments: Friendly and professional. Contacted staff member: Andrew 5th Street and 3/31/2017 11:01 PM 50 5.00 Alton Road Comments: Used initiative to assist and provide ail information. Friendly and professional. Patient - took time to answer questions. Contacted staff member: Shanequa Number of Shopping Experiences by Method: 13 Avg Score Sum: 61.80 1632 Source: WEB 1634 Source: WEB 1500 Source: WEB 1466 Source: WEB 1633 Source: WEB 1635 Source: WEB Number of Reshopping Experiences by Method: 0 Average: 4.75 Number of Division Shopping Experiences: 13 Avg Score Sum: 61.80 Number of Division Reshopping Experiences: 0 Average: 4.75 Garage - 7th Street and Collins Avenue SHOPPING METHOD - In Person-Garage 1568 1/3/2017 9:19 AM 50 5.00 Comments: He answered all my questions right away. Exceptional service. Contacted staff member: Emmanuel 7th Street and Collins Avenue 7th Street and 1/27/2017 6:43 PM 44 4.40 (G1) Collins Avenue Comments: Average service provided without incident. She was eating and had a jacket over her shirt. I could not see the name tag. Contacted staff member: Rose 7th Street and Collins Avenue 7th Street and 2/2/2017 9:08 AM 50 5.00 Collins Avenue Comments: Exceptional service. He was extremely friendly and polite, and took the time to answer my question. Contacted staff member: Emmanuel 7th Street and Collins Avenue 7th Street and 2/4/2017 9:24 PM 43 4.30 (G1) Collins Avenue Comments: Rose was very friendly, had a positive attitude, professional and courteous. She was very knowledgeable and answered the question concisely and accurately. Extremely knowledgeable and went out of his/her way to help. Used initiative to assist and provide all information. Friendly and professional. Contacted staff member: Rose Source: WEB 1201 Source: WEB 1254 Source: WEB 1202 Source: WEB 1267 7th Street and Collins Avenue 7th Street and 2/13/2017 9:08 AM 50 5.00 Collins Avenue Source: WEB Comments: Courteous and willing to provide assistance. Very professional, answered my question promptly, and very respectful all throughout the interaction. Contacted staff member: Stanford 7th Street and Collins Avenue 7th Street and 2/22/2017 9:06 AM 50 5.00 Collins Avenue Comments: Very friendly. smiling, helped me out, answered my question, and provided additional information. Exceptional service. Contacted staff member: Luz 7th Street and Collins Avenue 7th Street and 3/23/2017 11:47 PM 39 3.90 Collins Avenue Comments: She did not have a name tag, was on the phone, and gave me a bit of attitude when I asked fot a receipt. Contacted staff member: Maeli 7th Street and Collins Avenue 7th Street and 3/25/2017 10:02 AM 50 5.00 Collins Avenue Comments: Used initiative to assist and provide all information. Contacted staff member: Mima 7th Street and 3/30/2017 10:53 AM 50 5.00 Collins Avenue Comments: Friendly and professional. Contacted staff member: Saulette 7th Street and Collins Avenue 7th Street and 3/31/2017 10:32 PM 50 5.00 Collins Avenue Comments: Friendly and professional. Extremely knowledgeable and went out of his/her way to help. Used initiative to assist and provide all information. 1417 Source: WEB 1418 Source: WEB 1456 Source: WEB 1616 Source: WEB 1260 Source: WEB 4/12/2017 12:52:17 PM Page 10 of 12 Contacted staff member: Mayelin Number of Shopping Experiences by Method: 10 Avg Score Sum: 47.60 Number of Reshopping Experiences by Method: 0 Average: 4.76 Number of Division Shopping Experiences: 10 Avg Score Sum: 47.60 Number of Division Reshopping Experiences: 0 Average: 4.76 DEPARTMENT SUMMARY Avg Score Sum: 555.00 Total Number of Departmental Shopping Experiences: 121 Number of Departmental Reshopping Experiences: 2 Average: 4.59 4/12/2017 12:52:17 PM Page 11 of 12 MIA I BEACH Service Excellence Service Shopper Program Critical Item Override Report FISCAL YEAR 2017 Qtr2 Office of Budget and Performance Improvement 1700 Convention Center Drive Miami Beach, FL 33139 Telephone: (305) 673-7010 Fax: (305) 673-7782 2017 Qtr2 Year Qtr ID Location Division Assignment Address Assignment Phone CI*-1 CI*-2 CI*-3 C1*-4 CI*-5 CI -6 CI*-7 C1*-8 CI*-9 CI*-lo PARKING - GARAGES SHOPPING METHOD In Person-Garage 2017 2017 2017 Qtr2 Qtr2 Qtr2 5368 5380 5398 18th Street and Meridian Ave 18th Street and Meridian Ave 13th Street and Collins Garage - 18th Street and Meridian Garage - 18th Street and Meridian Garage - 13th Street and Collins 18th Street and Meridian Ave Yes Yes Yes Yes No No No No No No SCORES: 1 1 1 1 1 1 1 1 1 Comments: Inattentive. No attendant present. I asked the security guard as well and I was told "she is gone". C1*-1 Missing all 4, not acceptable or approachable. C1*-2 Not prompt 10 plus minutes. Cl"-3 Not acceptable. Attendant was rude. C1*-4 Very rude -Contacted staff member: No attendant 18th Street and Meridian Ave No No Yes Yes No No No No No No SCORES: 2 1 1 1 3 1 Comments: Drastically missed the criteria. Cr-3 Not acceptable. Attendant was rude. C1*-4 Very rude. Contacted staff member: Adoris No No Yes No No No No No No No SCORES: 2 5 1 3 1 1 4 1 Comments: Service was not provided and employee was not knowledgeable. I asked for help and he only pointed me in direction and when back to sit down on phone in office. C1*-3 Not acceptable. Attendant was rude. Contacted staff member: Mat or Max Number of Critical Items by Type 1 1 3 2 0 0 0 0 0 0 4/12/2017 12:37:53 PM Page 1 of 1