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LTC 307-2018 Garage Attendant and Security Index Results for FY 201718 Quarter 2MIAMIBEACH OFFICE OF THE CITY MANAGER LTC # 307-2018 LETTER TO COMMISSION TO: Mayor Dan Gelber and Members of e City Codi mission 11r• FROM: Jimmy L. Morales, City Manager DATE: May 30, 2018 SUBJECT: Garage Attendant and Security In , -x Results for FY 2017/18 Quarter 2 The purpose of this Letter to Commission is to communicate the results of the newly developed Garage Attendant and Security Index from FY 2017/18 Quarter 2 (January 1, 2018 to March 31, 2018). Key Q2 Metrics: • Attendant Average Index Rating: 4.79 • Attendant Percent Improvement from Base Year: 11.66% • Security Average Index Rating: 4.74 • Security Percent Improvement from Prior Quarter: 2.16% 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. Beginning in November 2016, the automated parking revenue control system (SKIDATA) was implemented, with full utilization in nine out of the ten city garages by November 2017. This shift resulted in increased interaction with garage security personnel. As such, garage security personnel received customer service training in September 2017, and were made aware a Garage Security Index would be implemented beginning October 1, 2017. 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. The Miami Beach Garage Security 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. Summary of the Garage Attendant Index Results FY 2017/18 Quarter 2 Overall, the City Garage Attendant Index in FY 2017/18 Quarter 2 was a 4.79 on a 5.0 scale. The scores remained stable from the prior quarter and improved from the prior FY average of 4.59 by 4.36%. Areas of Focus in FY 2017/18 Quarter 2 • Name Not Provided— Attendants in several garages did not provide their name if asked (name tag not visible), or had non-uniform attire covering their name tags. Parking staff have reviewed the results of the assessments with the contractor for garage attendants and issued penalties per the agreement based on 176 assessments conducted in all garages with 5 or 2.8% scoring 3.99 or below resulting in a fine of $500, this is a 7.1% improvement from the prior quarter. Citywide score this quarter remained stable from the prior quarter. Additionally, a memorandum was issued to correct the identified deficiencies. • Requested Information Not Provided- Employees are to answer all customer questions concisely and accurately with a positive and helpful attitude. In several instances, employees were not able to provide accurate information, such as garage rates. • CeII Phone Use- Personnel are not to use cellphones during interactions with customers. Some attendants were on their phones when approached by assessors and did not provide their full attention. • Greeting- When employees are approached by a customer (in-person or telephonically), the greeting must include a sincere "hello", welcoming attitude, and helpful demeanor. Additionally, the attendant must end the conversation with a "Thank you" followed by a pleasantry. This will be reinforced by the contractor. Summary of the Garage Security Index Results FY 2017/18 Quarter 2 Overall, the City Garage Attendant Index in FY 2017/18 Quarter 2 was a 4.74 on a 5.0 scale. The scores remained stable from the prior quarter and improved from the prior quarter of 4.64 by 2.16%. Areas of Focus in FY 2017/18 Quarter 2 • ID Not Visible- Security personnel are required to wear an identification (ID) badge at all times either on the shoulder or around the neck for ease of reference by the customer. Some personnel did not have their ID badges visible, in some cases being covered by jackets. • Requested Information Not Provided- Security personnel are to answer all customer questions concisely and accurately with a positive and helpful attitude. In several instances, security personnel were not able to provide accurate answers. • CeII Phone Use- Personnel are not to use cellphones during interactions with customers. In one occasion the personnel was on their cellphone when approached. • Greeting- When security personnel are approached by a customer, the greeting must include a sincere "hello", welcoming attitude, and helpful demeanor. Additionally, the security must end the conversation with a "Thank you" followed by a pleasantry. Several security personnel did not present a welcoming attitude when approached for information. This will be reinforced by the contractor. MIAMI BEACH GARAGE ATTENDANT/SECURITY INDEX CITYWIDE SUMMARY FOR GARAGES Average Score Per Quarter Per Year Year 2016 2017 2018 Quarter # of Res hops Scoring Below 4 ( $100 additional fine) Q1 Q2 Q3 Q4 Q1 Q2 % change from .riorQtr % change from prior FY Qtr % change from base year Qtr Garage Attendant I 4 59 13' 2 1 II/ 4.42 14./9 5.97% 4.36h 11.66% Garage Security 0 Garage - 17th Street and Pennsylvania ; 4.86 25 0 0 t,134 4,/4 2.16% 2.16% 2.16% 2016 results includes only Q3 and Q4 when program started. MIAMI BEACH GARAGE ATTENDANT INDEX CITYWIDE SUMMARY BY GARAGE Q2 2018 ATTENDANT Q2- 2018 Avg Score # Initial Experiences Experiences Below 4 ($100 fine) # Of Res hops for Experiences below 4 # of Res hops Scoring Below 4 ( $100 additional fine) Garage - 12th Street and Drexel 1 0 0 Garage - 13th Street and Collins 4 74 I 10 • 0 0 0 Garage - 16th Street and Collins 4 59 13' 2 1 0 Garage - 17th Street and Meridian Court . 82 25 1 1 0 Garage - 17th Street and Pennsylvania ; 4.86 25 0 0 0 Garage - 18th Street and Meridian 4.75 7' 0 0 0 Garage - 1900 Bay Rd 4.8 ' 0 0 0 Garage - 42nd Street and Sheridan 1 4.59 13 ', 1 1 0 Garage - 5th Street and Alton Road 4.92 17 '; 0 0 0 Garage - 7th Street and Collins Avenue 4 82 16 _ 0 0 0 Garage Total i' 5 3 0 MIAMI BEACH GARAGE SECURITY INDEX CITYWIDE SUMMARY BY GARAGE Q2 2018 SECURITY Q2- 2018 Avg Score # Initial Experiences Experiences Below 4 # Of Res hops for Experiences below 4 # of Res hops Scoring Below 4 Garage - 12th Street and Drexel 4,:i:3 / 1 1 0 Garage - 13th Street and Collins ,! .:39 1,1 0 0 0 Garage - 16th Street and Collins !.6:i 10 0 0 0 Garage- 17th Street and Meridian Court !.I:i ;3 1 1 0 Garage - 17th Street and Pennsylvania 4.00 1 0 0 0 Garage - 18th Street and Meridian 4.00 0 0 0 0 Garage - 1900 Bay Rd 1.02 :i 0 0 0 Garage - 42nd Street and Sheridan 4.:i0 0) 1 1 0 Garage - 7th Street and Collins Avenue 0) ' 13 0 0 0 Garage Total 0 t !• (0 3 3 0 Next Quarter Assessments City part-time staff is conducting garage attendant/security assessments every quarter. Additionally, residents are always welcome to participate. If you or any member of your staff is interested in participating in the City's Garage Attendant Index and Garage Security 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. Attachments C: Kathie G. Brooks, Assistant Cit anager Saul Francis, Parking Director( / Dr. Leslie Rosenfeld, Chief Learning Development Offi KGB/LDR Service Excellence Service Shopper Program Garage Attendant Report FISCAL YEAR 2018 Qtr2 Office of Organization Development Perfomance Initiatives 1700 Convention Center Drive Miami Beach, FL 33139 Telephone: (305) 673-7010 Fax: (305) 673-7782 5/7/2018 1:30:55 PM Page 1 of 14 J AM I B EAC H Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr2 ID ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE PARKING - GARAGE ATTENDANT Garage - 12th Street and Drexel SHOPPING METHOD - In Person -Garage 1293 12th Street & Drexel Laura - Wilbur 1/7/2018 4:05 PM 45 5.00 Source: WEB Comments: Exceptional service. Wilbur was helping me on the intercom, then manager came out to offer help. Contacted staff member: Laura - Wilbur 1270 12th Street & Drexel Malindy 1/19/2018 11:27 AM 50 5.00 Source: WEB Comments: Friendly and professional. Courteous and willing to provide assistance. Courteous and willing to provide assistance. Contacted staff member: Malindy 1469 12th Street & Drexel Randall 2/6/2018 11:19 PM 50 5.00 Source: WEB Comments: Felt valued and appreciated. Randall immediately acknowledged me as I approached. I asked a question a question and he provided an explanation and more details than expected. Contacted staff member: Randall 1810 Shirley 2/13/2018 7:58 PM 50 5.00 Source: WEB Comments: Exceptional service. Friendly and professional. Contacted staff member: Shirley 1809 Shirley 2/19/2018 11:12 PM 45 5.00 Source: WEB Comments: Used initiative to assist and provide all information. Friendly and professional. Exceptional service. Contacted staff member: Shirley 1825 Wilbert 2/24/2018 6:40 AM 49 4.90 Source: WEB Comments: Courteous and willing to provide assistance. Patient - took time to answer questions. Friendly and professional. Contacted staff member: Wilbert 1811 Wilbert 3/3/2018 6:24 AM 49 4.90 Source: WEB Comments: Friendly and professional. Had a jacket over his shirt, covering the name tag. Contacted staff member: Wilbert 1272 12 street & Drexel Wilbur 3/4/2018 7:09 PM 50 5.00 Source: WEB Comments: Above and beyond expectations. Friendly and professional. Extremely knowledgeable and went out of his/her way to help. Patient - took time to answer questions. Contacted staff member: Wilbur 1282 12 street & Drexel Jorge 3/8/2018 3:43 PM 50 5.00 Source: WEB Comments: Exceptional service. Jorge was extraordinarily helpful he offered to show how to pay and obtain the receipt. Very professional and courteous. Contacted staff member: Jorge 1367 12th Street & Drexel Jorge 3/9/2018 7:25 PM 40 4.00 Source: WEB Comments: Used initiative to assist and provide all information. Jorge was quick and to the point. He did not provide a proper farewell. Contacted staff member: Jorge 2554 12th Street and Drexel Esteban 3/29/2018 11:03 AM 45 5.00 Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Contacted staff member: Esteban 2553 12th Street and Drexel Jackie 3/30/2018 11:35 PM 35 3.89 Source: WEB Comments: Patient - took time to answer questions. Courteous and willing to provide assistance. Friendly and professional. Willing to answer every question in a patient and eager manner. Contacted staff member: Jackie Number of Shopping Experiences by Method: 12 Avg Score Sum: 57.69 Number of Reshopping Experiences by Method: 0 Average: 4.81 Number of Division Shopping Experiences: 12 Avg Score Sum: 57.69 Number of Division Reshopping Experiences: 0 Average: 4.81 Garage - 13th Street and Collins SHOPPING METHOD - In Person -Garage 1359 13th Street and Collins Norma 1/19/2018 10:56 AM 49 4.90 Source: WEB Comments: Above and beyond expectations. No ID badge visible. Contacted staff member: Norma 5/7/2018 1:30:56 PM Page 2 of 14 MIAMI BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr2 ID ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - 13th Street and Collins 1478 Source: WEB Comments: Exceptional service. No ID badge visible. Friendly and professional. Contacted staff member: Norma 13th Street and Collins Avenue Norma 1/19/2018 10:58 AM 49 4.90 1476 13th Street and Collins Avenue Jackie 2/12/2018 12:04 AM 45 5.00 Source: WEB Comments: Above and beyond expectations. Asking if I needed help with anything else. Exceptional service. Contacted staff member: Jackie 1837 Denise 2/15/2018 3:39 PM 39 4.33 Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Did not know where the nearest gas station was. Contacted staff member: Denise 1377 13th Street and Collins Avenue Randell 2/19/2018 10:38 PM 50 5.00 Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Contacted staff member: Randell 1848 Randall 3/9/2018 6:52 PM 50 5.00 Source: WEB Comments: Used initiative to assist and provide all information. Randall performed great assisted me throughout entire process while at the same time assisting someone else with similar situation, very professional and also great attention to detail with immediate response. Contacted staff member: Randall 2561 13th Street and Collins Mackenison 3/18/2018 11:49 PM 50 5.00 Source: WEB Comments: Courteous and willing to provide assistance. The overall impression of my visit was extremely positive. Mackenison was at the entrance of the garage, assisting someone, I asked about garage hours an he informed me that the garage is open 24/7. Contacted staff member: Mackenison 1358 13th Street and Collins Shirley 3/21/2018 3:42 PM 43 4.30 Source: WEB Comments: Used initiative to assist and provide all information. Friendly and professional. Promptly answered my question and gave proper details and examples for future reference. Contacted staff member: Shirley 1381 13th Street and Collins Avenue Angel 3/25/2018 3:32 AM 50 5.00 Source: WEB Comments: Exceptional service. Contacted staff member: Angel 1383 13th Street and Collins Avenue Danetra 3/29/2018 10:29 AM 36 4.00 Source: WEB Comments: Patient - took time to answer questions. Friendly and professional. Did not answer my question or tried to get help. Contacted staff member: Danetra Number of Shopping Experiences by Method: 10 Avg Score Sum: 47.43 Number of Reshopping Experiences by Method: 0 Average: 4.74 Number of Division Shopping Experiences: 10 Avg Score Sum: 47.43 Number of Division Reshopping Experiences: 0 Average: 4.74 Garage - 16th Street and Collins SHOPPING METHOD - In Person -Garage 1322 16th Street and Collins Esteban - Maria 1/7/2018 3:30 PM 36 4.00 Source: WEB Comments: Patient - took time to answer questions. Friendly and professional. By the time I paid for my ticket, took the elevator, got to car, drove down, and put the ticket in the machine, it asked for 1 more dollar. Ended up taking approximately 10 minutes to get out. Contacted staff member: Esteban - Maria 1463 16th Street and Collins Eric 1/19/2018 10:20 AM 49 4.90 Source: WEB Comments: Exceptional service. Did not have a badge visible. Friendly and professional. Contacted staff member: Eric 1610 Jackie 2/11/2018 11:30 PM 45 5.00 Source: WEB Comments: Extremely knowledgeable and went out of his/her way to help. Exceptional service. Friendly and professional. Contacted staff member: Jackie 1340 16th Street and Collins Giovanni 2/16/2018 3:57 AM 45 5.00 Source: WEB Comments: Courteous and willing to provide assistance. Friendly and professional. Contacted staff member: Giovanni 1594 Danetre 2/19/2018 10:02 PM 45 5.00 Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Contacted staff member: Danetre 5/7/2018 1:30:56 PM Page 3 of 14 MIAt V I BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr2 ID ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - 16th Street and Collins 1348 Source: WEB 16th Street and Collins Carla 2/24/2018 5:51 AM 48 4.80 Comments: Courteous and willing to provide assistance. Said thank you but no pleasantry. Had a jacket over her shirt, so I'm not sure if she had a name tag. Contacted staff member: Carla 1342 16th Street and Collins Esteban 3/4/2018 7:38 PM 45 5.00 1479 7290 2565 1215 2566 2568 Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Comments: Friendly and professional. Used initiative to assist and provide all information. Extremely knowledgeable and went out of his/her way to help. Contacted staff member: Esteban 16th Street and Collins Ricardo 3/9/2018 6:13 PM 39 3.90 Comments: Felt valued and appreciated. It took quite a bit to get Ricardo's attention and indicated the proper way of the payment ticket transaction. Did not smile much. Contacted staff member: Ricardo 16th Street and Collins Ricardo 40 4.00 1479 1 3/16/2018 Comments: Patient - took time to answer questions. Besides the fact that it took a few minutes to get his attention, he helped me from beginning to end and provided options to the my questions. Contacted staff member: Ricardo 16th Street and Collins Raul 3/21/2018 3:12 PM 42 4.20 Comments: Used initiative to assist and provide all information. Answered all my questions in a courteous and helpful manner. Very professional in his demeanor. Contacted staff member: Raul 16th Street and Collins Eric/Esteban 3/29/2018 10:02 AM 50 5.00 Comments: Exceptional service. Friendly and professional. Extremely knowledgeable and went out of his/her way to help. Contacted staff member: Eric/Esteban 16th Street and Collins Dory 3/30/2018 9:49 PM 35 3.89 Comments: Friendly and professional. Used initiative to assist and provide all information. Courteous and willing to provide assistance. Very patient and courteous in her delivery. Contacted staff member: Dory 16th Street and Collins Johnathan 3/31/2018 11:47 AM 50 5.00 Comments: Exceptional service. Contacted staff member: Johnathan Number of Shopping Experiences by Method: 13 Avg Score Sum: 59.69 Number of Reshopping Experiences by Method: 1 Average: 4.59 Number of Division Shopping Experiences: 13 Avg Score Sum: 59.69 Number of Division Reshopping Experiences: 1 Average: 4.59 Garage - 17th Street and Meridian Court SHOPPING METHOD - In Person -Garage 1488 17th Street and Meridian Court Doris 1/7/2018 12:31 PM 49 4.90 1405 1406 1420 1423 1647 Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Comments: Friendly and professional. Jacket covered ID. Contacted staff member: Doris 17th Street and Meridian Court 17th Street and 1/10/2018 8:28 AM 45 5.00 Meridian Court Comments: Exceptional service. Contacted staff member: Jonathan 17th Street and Meridian Court Dametre 1/19/2018 8:38 AM 45 5.00 Comments: Exceptional service. Contacted staff member: Dametre 17th Street and Meridian Court Esteban 1/31/2018 1:03 PM 50 5.00 Comments: Exceptional service. Contacted staff member: Esteban 17th Street and Meridian Court Ida 2/5/2018 12:29 PM 45 5.00 Comments: Friendly and professional. Extremely knowledgeable and went out of his/her way to help. Contacted staff member: Ida 17th Street and Meridian Court Geovannie 2/11/2018 8:54 PM 38 4.22 Comments: Was very professional when I interacted with him. Contacted staff member: Geovannie 5/7/2018 1:30:56 PM Page 4 of 14 t V IIAMI BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr2 ID ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - 17th Street and Meridian Court 1221 17th Street and Meridian Court Dametre 1219 1316 2585 2586 2584 2653 Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB 2/13/2018 4:34 PM 45 5.00 Comments: Friendly and professional. Exceptional service. Patient - took time to answer questions. Contacted staff member: Dametre 17th Street and Meridian Court Rachallie 2/14/2018 12:32 AM 37 4.11 Comments: Patient - took time to answer questions. Friendly and professional. Said thank you but no pleasantry. Contacted staff member: Rachallie 17th Street and Meridian Court Estaban 2/15/2018 12:36 PM 50 5.00 Comments: Exceptional service. Friendly and professional. Extremely knowledgeable and went out of his/her way to help. Contacted staff member: Estaban 17th Street and Meridian Court Laurie 2/18/2018 8:17 PM 45 5.00 Comments: Friendly and professional. Exceptional service. Contacted staff member: Laurie 17th Street and Meridian Court Shirley 2/19/2018 8:31 PM 45 5.00 Comments: Exceptional service. Friendly and professional. Knows her job. Contacted staff member: Shirley 17th Street and Meridian Court Esteban 2/21/2018 8:32 AM 39 4.33 Comments: Patient - took time to answer questions. Friendly and professional. Contacted staff member: Esteban 17th Street and Meridian Court Jonathan 2/28/2018 8:31 AM 38 4.22 Comments: Patient - took time to answer questions. Courteous and willing to provide assistance. Professional. Did not thank me at the end of the interaction. Contacted staff member: Jonathan 2655 17th Street and Meridian Court Jackie 3/3/2018 4:25 AM 45 5.00 2656 2654 2652 2657 2658 2658 2652 2658 Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Comments: Exceptional service. Contacted staff member: Jackie 17th Street and Meridian Court Ida 3/4/2018 4:31 PM 50 5.00 Comments: Friendly and professional. Patient - took time to answer questions. Contacted staff member: Ida 17th Street and Meridian Court Rachallie 3/6/2018 12:27 AM 45 5.00 Comments: Friendly and professional. Used initiative to assist and provide all information. Contacted staff member: Rachallie 17th Street and Meridian Court Ida 3/6/2018 12:59 PM 45 5.00 Comments: Friendly and professional. Patient - took time to answer questions. Used initiative to assist and provide all information. Contacted staff member: Ida 17th Street and Meridian Court Luis 3/11/2018 9:47 AM 49 4.90 Comments: Courteous and willing to provide assistance. Friendly and professional. Patient - took time to answer questions. I was replacing my lost parking ticket, and Luis offered to help me with the ticket machine. He informed that the garage was open 24/7 when I asked what time do they close. He was very professional, but not wearing a name tag. Contacted staff member: Luis 17th Street and Meridian Court Niria 3/12/2018 12:27 AM 50 5.00 Comments: Exceptional service. Friendly and professional. Contacted staff member: Niria 17th Street and Meridian Court Lori 3/18/2018 11:41 PM 45 5.00 Comments: Extremely knowledgeable and went out of his/her way to help. Above and beyond expectations. Used initiative to assist and provide all information. The overall impression of my visit was extremely positive. I spoke to Lori upon leaving the garage. I asked about monthly parking. Lori explained where to go and explained a bit of the prerequisites. She was very courteous and assisted me very quickly. Contacted staff member: Lori 17th Street and Meridian Court Danetra 3/22/2018 9:28 AM 45 5.00 Comments: Friendly and professional. Patient - took time to answer questions. Contacted staff member: Danetra 17th Street and Meridian Court Jackie 3/25/2018 12:43 AM 45 5.00 Comments: Exceptional service. Contacted staff member: Jackie 5/7/2018 1:30:56 PM Page 5 of 14 MIAMI BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr2 ID ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - 17th Street and Meridian Court 2655 17th Street and Meridian Court Danetra 2656 2657 Source: WEB Source: WEB Source: WEB 3/29/2018 8:32 AM 45 5.00 Comments: Extremely knowledgeable and went out of his/her way to help. Patient - took time to answer questions. Contacted staff member: Danetra 17th Street and Meridian Court Maria 3/30/2018 8:45 PM 35 3.89 Comments: Used initiative to assist and provide all information. Patient - took time to answer questions. Friendly and professional. Gave examples and extra details to explain her answer. Contacted staff member: Maria 17th Street and Meridian Court Niria 50 5.00 2656 1 Comments: Courteous and willing to provide assistance. Friendly and professional. Contacted staff member: Niria Number of Shopping Experiences by Method: 25 Avg Score Sum: 120.5 8 Number of Reshopping Experiences by Method: 1 Average: 4.82 Number of Division Shopping Experiences: 25 Avg Score Sum: 120.5 8 Number of Division Reshopping Experiences: 1 Average: 4.82 3/31/2018 Garage - 17th Street and Pennsylvania SHOPPING METHOD - In Person -Garage 1507 17th Street and Pennsylvania Denise Ave 1826 1326 1330 1449 1839 1840 1841 1400 2590 2592 Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB 1/7/2018 1:00 PM 45 5.00 Comments: Extremely knowledgeable and went out of his/her way to help. Friendly and professional. Contacted staff member: Denise Jonathan 45 5.00 1/10/2018 8:56 AM Comments: Exceptional service. Contacted staff member: Jonathan 1/19/2018 9:04 AM 17th Street and Pennsylvania Dametre Ave Comments: Exceptional service. Contacted staff member: Dametre 17th Street and Pennsylvania Raul 1/31/2018 1:39 PM Ave Comments: Exceptional service. Contacted staff member: Raul 17th Street and Pennsylvania Maria 2/5/2018 1:00 PM Ave Comments: Friendly and professional. Contacted staff member: Maria Laura 2/11/2018 9:19 PM 45 5.00 45 5.00 45 5.00 39 4.33 Comments: Friendly and professional. Did not know if $2 bills could be used at the machine. Contacted staff member: Laura Dametre 2/13/2018 5:07 PM Comments: Friendly and professional. Contacted staff member: Dametre Rachallie 2/14/2018 12:54 AM Comments: Friendly and professional. Contacted staff member: Rachallie 17th Street and Pennsylvania Estaban Ave Comments: Friendly and professional. Contacted staff member: Estaban 45 5.00 45 5.00 2/15/2018 1:09 PM 45 5.00 17th Street and Pennsylvania Bryan Ave 2/16/2018 12:54 AM 50 5.00 Source: WEB Comments: Above and beyond expectations. Contacted staff member: Bryan Source: WEB Comments: Exceptional service. Extremely knowledgeable and went out of his/her way to help. Friendly and professional. Contacted staff member: Giovanni 17th Street and Pennsylvania Giovanni Ave 2/18/2018 8:47 PM 45 5.00 5/7/2018 1:30:57 PM Page 6 of 14 tv IAMI BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr2 ID ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - 17th Street and Pennsylvania 2593 Source: WEB 17th Street and Pennsylvania Danetre Ave Comments: Friendly and professional. Patient - took time to answer questions. Contacted staff member: Danetre 2/19/2018 8:56 PM 45 5.00 2659 17th Street and Pennsylvania Esteban 2/21/2018 9:02 AM 45 5.00 Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Exceptional service. Contacted staff member: Esteban 2661 17th Street and Pennsylvania Jackie 2/24/2018 4:57 AM 45 5.00 Source: WEB Comments: Used initiative to assist and provide all information. Friendly and professional. Contacted staff member: Jackie 2660 17th Street and Pennsylvania Esteban 2/28/2018 9:00 AM 45 5.00 Source: WEB Comments: Extremely knowledgeable and went out of his/her way to help. Friendly and professional. Contacted staff member: Esteban 2662 17th Street and Pennsylvania Jackie 3/3/2018 4:48 AM 45 5.00 Source: WEB Comments: Patient - took time to answer questions. Courteous and willing to provide assistance. Contacted staff member: Jackie 2663 17th Street and Pennsylvania Laurie 3/4/2018 4:56 PM 45 5.00 Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Contacted staff member: Laurie 2664 17th Street and Pennsylvania Rachallie 3/6/2018 1:53 AM 38 4.22 Source: WEB Comments: Patient - took time to answer questions. Courteous and willing to provide assistance. No genuine pleasantry. Contacted staff member: Rachallie 2665 17th Street and Pennsylvania Esteban 3/6/2018 1:30 PM 45 5.00 Source: WEB Comments: Extremely knowledgeable and went out of his/her way to help. Friendly and professional. Contacted staff member: Esteban 2659 17th Street and Pennsylvania Joe 3/16/2018 11:00 PM 40 4.00 Source: WEB Comments: Courteous and willing to provide assistance. Joe even though he was speaking to a coworker and assisting other customers at the same time, he managed to help me as well. Provided immediate answers. Did not smile at all. Contacted staff member: Joe 2661 17th Street and Pennsylvania Natalia 3/18/2018 9:01 PM 50 5.00 Source: WEB Comments: Courteous and willing to provide assistance. Natalia was sitting at the entrance of the garage when I asked her what time the garage opens, she informed me that it's open 24/7. The overall impression of my visit was extremely positive. Contacted staff member: Natalia 2662 17th Street and Pennsylvania Marie 3/22/2018 8:57 AM 45 5.00 Source: WEB Comments: Patient - took time to answer questions. Friendly and professional. Extremely knowledgeable and went out of his/her way to help. Contacted staff member: Marie 2663 17th Street and Pennsylvania Jackie 3/25/2018 1:34 AM 45 5.00 Source: WEB Comments: Exceptional service. Contacted staff member: Jackie 2665 17th Street and Pennsylvania Danetra 3/29/2018 9:01 AM 37 4.11 Source: WEB Comments: Courteous and willing to provide assistance. Did not acknowledge thank you/welcome, replied back "ok". Contacted staff member: Danetra 2664 17th Street and Pennsylvania Joe 3/31/2018 9:00 AM 49 4.90 Source: WEB Comments: Used initiative to assist and provide all information. Friendly and professional. Name tag was not visible, had a jacket covering it. Contacted staff member: Joe Number of Shopping Experiences by Method: 25 Avg Score Sum: 121.5 7 Number of Reshopping Experiences by Method: 0 Average: 4.86 Number of Division Shopping Experiences: 25 Avg Score Sum: 121.5 7 Number of Division Reshopping Experiences: 0 Average: 4.86 Garage - 18th Street and Meridian 5/7/2018 1:30:57 PM Page 7 of 14 MIAMI tIAMI BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr2 ID ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - 18th Street and Meridian SHOPPING METHOD - In Person -Garage 1440 18th Street and Meridian Ave Maria 1514 1829 1516 1843 1273 1607 1227 2668 2594 2599 2666 2669 2667 2672 2670 2671 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 Source: WEB Source: WEB Source: WEB Source: WEB 1/7/2018 1:26 PM 45 5.00 Comments: Patient - took time to answer questions. Extremely knowledgeable and went out of his/her way to help. Contacted staff member: Maria 18 Street and Meridian Raul 1/10/2018 9:33 AM 38 4.22 Comments: Courteous and willing to provide assistance. Only fault was that he took some time to answer intercom. Contacted staff member: Raul Ida 1/19/2018 9:39 AM 39 4.33 Comments: Exceptional service. Did not know many hours you could stay in garage before the flat $20 rate applies. Contacted staff member: Ida 18 Street and Meridian Maria 1/31/2018 1:54 PM 45 5.00 Comments: Exceptional service. Contacted staff member: Maria Maria 2/5/2018 1:37 PM 45 5.00 Comments: Friendly and professional. Contacted staff member: Maria 18th Street and Meridian Ave Geovannie 2/11/2018 9:43 PM 38 4.22 Comments: Friendly and professional. Noticed that his intercom was on, but he was not responding to someone else in office. I initiated thank you. Contacted staff member: Geovannie Dametre 2/13/2018 5:39 PM 45 5.00 Comments: Friendly and professional. Contacted staff member: Dametre 18th Street and Meridian Ave Danetre 2/15/2018 1:40 PM 39 4.33 Comments: Friendly and professional. I thanked her but got no reply. Contacted staff member: Danetre 18th Street and Meridian Giovanni 2/16/2018 1:21 AM 48 4.80 Comments: Used initiative to assist and provide all information. Said thank you but no pleasantry. Contacted staff member: Giovanni 18th Street and Meridian Ave Giovanni 2/18/2018 9:16 PM 45 5.00 Comments: Exceptional service. Friendly and professional. Patient - took time to answer questions. Contacted staff member: Giovanni 18th Street and Meridian Ave Danetre 2/19/2018 9:25 PM 39 4.33 Comments: Friendly and professional. Patient - took time to answer questions. Didn't know monthly fee to park. Contacted staff member: Danetre 18th Street and Meridian Esteban 2/21/2018 9:34 AM 45 5.00 Comments: Friendly and professional. Patient - took time to answer questions. Contacted staff member: Esteban 18th Street and Meridian Jackie 2/24/2018 5:24 AM 50 5.00 Comments: Exceptional service. Contacted staff member: Jackie 18th Street and Meridian Esteban 2/28/2018 9:25 AM 45 5.00 Comments: Used initiative to assist and provide all information. Friendly and professional. Patient - took time to answer questions. Contacted staff member: Esteban 18th Street and Meridian Jackie 3/3/2018 5:10 AM 49 4.90 Comments: Used initiative to assist and provide all information. Friendly and professional. Contacted staff member: Jackie 18th Street and Meridian Giovanni 3/4/2018 5:23 PM 45 5.00 Comments: Extremely knowledgeable and went out of his/her way to help. Exceptional service. Friendly and professional. Contacted staff member: Giovanni 18th Street and Meridian Rachallie 3/6/2018 12:53 AM 50 5.00 Comments: Friendly and professional. Felt valued and appreciated. Contacted staff member: Rachallie 5/7/2018 1:30:57 PM Page 8 of 14 MIAMI BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr2 ID ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - 18th Street and Meridian 2673 Source: WEB 18th Street and Meridian Ida 3/6/2018 12:29 PM 45 5.00 Comments: Exceptional service. Friendly and professional. Extremely knowledgeable and went out of his/her way to help. Contacted staff member: Ida 2666 18th Street and Meridian Denise 3/16/2018 9:41 PM 45 4.50 Source: WEB Comments: Patient - took time to answer questions. Denise greeted very well, and was also very well spoken. Assisted throughout the whole process, but seldom smiled. Contacted staff member: Denise 2669 18th Street and Meridian Giovanni 3/18/2018 10:21 PM 49 4.90 Source: WEB Comments: Extremely knowledgeable and went out of his/her way to help. Above and beyond expectations. Friendly and professional. Courteous and willing to provide assistance. The overall impression of my visit was extremely positive. Giovanni was not wearing a name tag from what I could see, I asked if I could use the restroom. Giovanni informed me that unfortunately they had no public restrooms in the garage. He suggested I use the restroom at Publix. He even told me how to get to Publix. Contacted staff member: Giovanni 2667 18th Street and Meridian Maria 3/21/2018 1:50 PM 42 4.20 2668 2672 2671 Source: WEB Source: WEB Source: WEB Source: WEB Comments: Used initiative to assist and provide all information. Answered my question promptly and provided details in order to give more substance to her answer. Contacted staff member: Maria 18th Street and Meridian Danetra 3/22/2018 9:27 AM 45 5.00 Comments: Friendly and professional. Patient - took time to answer questions. Extremely knowledgeable and went out of his/her way to help. Contacted staff member: Danetra 18th Street and Meridian Jackie 3/25/2018 1:08 AM 50 5.00 Comments: Above and beyond expectations. Contacted staff member: Jackie 18th Street and Meridian Esteban 3/29/2018 9:20 AM 45 5.00 Comments: Patient - took time to answer questions. Used initiative to assist and provide all information. Contacted staff member: Esteban 2670 18th Street and Meridian Maria 3/30/2018 9:14 PM 36 4.00 Source: WEB Comments: Extremely knowledgeable and went out of his/her way to help. Used initiative to assist and provide all information. Very detailed answer with examples of times and days. Contacted staff member: Maria 2673 18th Street and Meridian Rachallie 3/31/2018 9:26 AM 48 4.80 Source: WEB Comments: Used initiative to assist and provide all information. Patient - took time to answer questions. Contacted staff member: Rachallie Number of Shopping Experiences by Method: 26 Avg Score Sum: 123.5 4 Number of Reshopping Experiences by Method: 0 Average: 4.75 Number of Division Shopping Experiences: 26 Avg Score Sum: 123.5 4 Number of Division Reshopping Experiences: 0 Average: 4.75 Garage - 1900 Bay Rd SHOPPING METHOD - In Person -Garage 1845 1508 Source: WEB Source: WEB 1900 Bay Rd Maria 1/7/2018 Comments: Exceptional service. Contacted staff member: Maria 1900 Bay Rd, Sunset Harbour Raul 2:38 PM 45 5.00 1/10/2018 11:00 AM 45 5.00 Comments: Exceptional service. Patient - took time to answer questions. Contacted staff member: Raul 1334 1900 Bay Rd, Sunset Harbour Maria 1/31/2018 3:10 PM 45 5.00 Source: WEB 1243 Comments: Exceptional service. Contacted staff member: Maria 1900 Bay Rd Steve 2/5/2018 2:27 PM 50 5.00 Source: WEB Comments: Above and beyond expectations -came out to tell me if I have any problems, he's here to help. Friendly and professional. Contacted staff member: Steve 1347 1900 Bay Rd, Sunset Harbour Zurey 2/6/2018 8:43 PM 50 5.00 Source: WEB Comments: Friendly and professional. Zurey immediately responded upon arriving. Extremely friendly. Assisted from beginning to end, and explained entire process. Smiled upon exit. Contacted staff member: Zurey 5/7/2018 1:30:57 PM Page 9 of 14 MIAMI BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr2 ID ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - 1900 Bay Rd 1509 1900 Bay Rd, Sunset Harbour Geovannie 2/11/2018 10:52 PM 45 5.00 Source: WEB Comments: Patient - took time to answer questions. Courteous and willing to provide assistance. Professional. Contacted staff member: Geovannie 1513 1900 Bay Rd, Sunset Harbour Marie 2/13/2018 6:13 PM 50 5.00 Source: WEB Comments: Friendly and professional. Used initiative to assist and provide all information. Contacted staff member: Marie 1572 Esteban 2/15/2018 2:25 PM 39 4.33 Source: WEB Comments: Patient - took time to answer questions. Friendly and professional. Contacted staff member: Esteban 1242 1900 Bay Rd Giovanni 2/16/2018 1:52 AM 45 5.00 Source: WEB Comments: Exceptional service. Contacted staff member: Giovanni 1432 1900 Bay Rd, Sunset Harbour Giovanni 2/18/2018 10:34 PM 45 5.00 Source: WEB Comments: Friendly and professional. Extremely knowledgeable and went out of his/her way to help. Contacted staff member: Giovanni 1622 Esteban 2/21/2018 10:49 AM 39 4.33 Source: WEB Comments: Patient - took time to answer questions. Friendly and professional. Did not provide a salutation at the end of the interaction. Contacted staff member: Esteban 2646 1900 Bay Rd. Jackie 2/24/2018 7:55 AM 45 5.00 Source: WEB Comments: Patient - took time to answer questions. Friendly and professional. Contacted staff member: Jackie 1350 1900 Bay Rd, Sunset Harbour Raul 2/28/2018 10:52 AM 45 5.00 Source: WEB Comments: Above and beyond expectations. Used initiative to assist and provide all information. Professional. Contacted staff member: Raul 1335 1900 Bay Rd, Sunset Harbour Jackie 3/3/2018 7:47 AM 45 5.00 Source: WEB Comments: Extremely knowledgeable and went out of his/her way to help. Friendly and professional. Contacted staff member: Jackie 2581 1900 Bay Rd Abraham 3/5/2018 5:33 PM 46 4.60 Mackenison Source: WEB Comments: Courteous and willing to provide assistance. Patient _ took time to answer questions. Friendly and professional. Abraham's shirt was not tucked in, and he was not wearing a nametag. I asked him about monthly parking rates he directed me to the city office at 1755. He explained that this particular garage is G10, and the office can provide further info. The overall impression of my visit was positive, Abraham was attentive, helpful and professional. Contacted staff member: Abraham Mackenison 2582 1900 Bay Rd Carina 3/8/2018 1:20 PM 50 5.00 Source: WEB Comments: Exceptional service. Carina greeted professionally and offered and provided great customer service explained also that maintenance is working on ticket machines, overall exceptional experience. Contacted staff member: Carina 2580 1900 Bay Rd Giovanni 3/12/2018 1:36 AM 45 5.00 Source: WEB Comments: Patient - took time to answer questions. Felt valued and appreciated. Contacted staff member: Giovanni 1845 Esteban 3/22/2018 11:25 AM 39 4.33 Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. I said thanks first. Contacted staff member: Esteban 2581 1900 Bay Rd Rachallie 3/31/2018 10:31 AM 45 5.00 Source: WEB Comments: Patient - took time to answer questions. Friendly and professional. Contacted staff member: Rachallie Number of Shopping Experiences by Method: 19 Avg Score Sum: 92.60 Number of Reshopping Experiences by Method: 0 Average: 4.87 Number of Division Shopping Experiences: 19 Avg Score Sum: 92.60 Number of Division Reshopping Experiences: 0 Average: 4.87 5/7/2018 1:30:57 PM Page 10 of 14 ! V J AI V t I ©EACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr2 ID ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - 42nd Street and Sheridan SHOPPING METHOD- In Person -Garage 1355 42nd Street and Sheridan Avenue Maria 1/7/2018 2:00 PM 45 5.00 Source: WEB Comments: Exceptional service. Contacted staff member: Maria 1255 42nd Street and Sheridan Raul 1/10/2018 10:12 AM 45 5.00 Avenue Source: WEB Comments: Exceptional service. Contacted staff member: Raul 1226 42nd Street and Sheridan Maria 1/31/2018 2:32 PM 45 5.00 Avenue Source: WEB Comments: Exceptional service. Friendly and professional. Contacted staff member: Maria 1833 Source: WEB Comments: Friendly and professional. Answered all my questions. Contacted staff member: Laurie Laurie 2/11/2018 10:20 PM 45 5.00 1247 42nd Street and Sheridan Giovanni 2/18/2018 9:58 PM 45 5.00 Avenue Source: WEB Comments: Extremely knowledgeable and went out of his/her way to help. Friendly and professional. Contacted staff member: Giovanni 1820 Esteban 2/21/2018 10:13 AM 39 4.33 Source: WEB Comments: Friendly and professional. Extremely knowledgeable and went out of his/her way to help. Did not thank me at the end of the interaction. Contacted staff member: Esteban 1410 42nd Street and Sheridan Esteban 2/28/2018 10:10 AM 45 5.00 Avenue Source: WEB Comments: Friendly and professional. Used initiative to assist and provide all information. Patient - took time to answer questions. Contacted staff member: Esteban 1493 42nd Street and Sheridan Maria 3/6/2018 2:19 PM 45 5.00 Avenue Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Used initiative to assist and provide all information. Contacted staff member: Maria 1492 42nd Street and Sheridan Lorey 3/9/2018 5:18 PM 45 5.00 Avenue Source: WEB Comments: Courteous and willing to provide assistance. Lorey introduced herself very politely and immediately offered to help through the ticket booth I asked several questions and she answered all questions without hesitation very nice, great experience. Contacted staff member: Lorey 1598 Robert 3/11/2018 11:05 AM 1 1.00 Source: WEB Comments: Unresponsive, not customer service oriented. Inattentive. Drastically missed the criteria. Robert was staring at his phone, playing chess. I asked him the same question 3 times. He barely looked up at me. It was extremely rude. The overall impression of my visit was not positive. Cl" -3 Not acceptable. Attendant was rude - CI* -4 Very rude. Contacted staff member: Robert 2600 42nd Street and Sheridan Denise 3/16/2018 10:18 PM 45 5.00 Source: WEB Comments: Friendly and professional. Denise once again was very professional and very attentive to detail. She explained thoroughly the steps I should follow. Her farewell was excellent as well. Contacted staff member: Denise 1597 Giovanni 3/18/2018 9:26 PM 50 5.00 Source: WEB Comments: Courteous and willing to provide assistance. Patient - took time to answer questions. Friendly and professional. The overall impression of my visit was extremely positive. Giovanni was very attentive and helpful while processing my lost ticket transaction. Contacted staff member: Giovanni 7311 Esteban 39 4.33 1598 1 3/22/2018 Source: WEB Comments: Patient - took time to answer questions. Courteous and willing to provide assistance. Professional. Contacted staff member: Esteban Number of Shopping Experiences by Method: 13 Avg Score Sum: 59.67 Number of Reshopping Experiences by Method: 1 Average: 4.59 Number of Division Shopping Experiences: 13 Avg Score Sum: 59.67 Number of Division Reshopping Experiences: 1 Average: 4.59 Garage - 5th Street and Alton Road 5/7/2018 1:30:58 PM Page 11 of 14 MIAMI BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr2 ID ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - 5th Street and Alton Road SHOPPING METHOD - In Person -Garage 1300 5th Street and Alton Road Andrew 1/10/2018 11:35 AM 50 5.00 Source: WEB Comments: Exceptional service. Friendly and professional. Contacted staff member: Andrew 1308 5th Street and Alton Road Joe 1/31/2018 3:43 PM 50 5.00 Source: WEB Comments: Exceptional service. Contacted staff member: Joe 1305 5th Street and Alton Road Doris / Andrew 2/13/2018 6:56 PM 50 5.00 Source: WEB Comments: Exceptional service. Extremely knowledgeable and went out of his/her way to help. Friendly and professional. Contacted staff member: Doris / Andrew 1307 5th Street and Alton Road Andrew 2/15/2018 2:40 PM 50 5.00 Source: WEB Comments: Exceptional service. Extremely knowledgeable and went out of his/her way to help. Friendly and professional. Contacted staff member: Andrew 1807 Jean 2/16/2018 2:16 AM 49 4.90 Source: WEB Comments: Patient - took time to answer questions. Courteous and willing to provide assistance. Jacket was covering the name tag. Contacted staff member: Jean 7134 Tanequa 2/18/2018 10:59 PM 49 4.90 Source: WEB Comments: Courteous and willing to provide assistance. Patient - took time to answer questions. Seemed tired. Did not thank me at the end of the interaction. Contacted staff member: Tanequa 2543 5th Street and Alton Road Andrew 2/21/2018 11:25 AM 50 5.00 Source: WEB Comments: Exceptional service. Extremely knowledgeable and went out of his/her way to help. Contacted staff member: Andrew 2648 5th Street and Alton Road Andrew 2/28/2018 11:28 AM 50 5.00 Source: WEB Comments: Exceptional service. Extremely knowledgeable and went out of his/her way to help. Friendly and professional. Contacted staff member: Andrew 2651 5th Street and Alton Road Susanna 3/4/2018 6:04 PM 50 5.00 Source: WEB Comments: Used initiative to assist and provide all information. Friendly and professional. Patient - took time to answer questions. Contacted staff member: Susanna 2544 5th Street and Alton Road Betty 3/5/2018 6:21 PM 50 5.00 Source: WEB Comments: Friendly and professional. Courteous and willing to provide assistance. Felt valued and appreciated. Exceptional service. The overall impression of my visit was extremely positive, Betty was extremely polite and professional. My ticket fell when I passed it to her, it went under my car. She insisted that I not get out, it was not safe. I asked what time the garage closes, she said it's open 24/7. Contacted staff member: Betty 2649 5th Street and Alton Road Jonathan 3/6/2018 3:35 AM 49 4.90 Source: WEB Comments: Extremely knowledgeable and went out of his/her way to help. Patient - took time to answer questions. Contacted staff member: Jonathan 2647 5th Street and Alton Road Andrew 3/8/2018 2:21 PM 50 5.00 Source: WEB Comments: Exceptional service. Andrew greeted with a smile and demonstrated a wealth of knowledge. Also, displayed the utmost professionalism. Contacted staff member: Andrew 2650 5th Street and Alton Road Samuel 3/12/2018 2:12 AM 46 4.60 Source: WEB Comments: Courteous and willing to provide assistance. Said thank you but no genuine pleasantry. Made me use a machine that haven't been giving receipts for awhile. Contacted staff member: Samuel 2544 5th Street and Alton Road Anthony 3/22/2018 11:41 AM 45 5.00 Source: WEB Comments: Exceptional service. Friendly and professional. Patient - took time to answer questions. Contacted staff member: Anthony 2545 5th Street and Alton Road Johnathan 3/25/2018 3:09 AM 50 5.00 Source: WEB Comments: Courteous and willing to provide assistance. Used initiative to assist and provide all information. Contacted staff member: Johnathan 2543 5th Street and Alton Road Joe 3/30/2018 10:54 PM 43 4.30 Source: WEB Comments: Friendly and professional. Courteous and willing to provide assistance. Friendly and professional. Eager to help me even though there was a line of cars behind me. Contacted staff member: Joe 5/7/2018 1:30:58 PM Page 12 of 14 MIAMI 1IArI BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr2 ID ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - 5th Street and Alton Road 2648 5th Street and Alton Road Betty 3/31/2018 10:52 AM 50 5.00 Source: WEB Comments: Extremely knowledgeable and went out of his/her way to help. Contacted staff member: Betty Number of Shopping Experiences by Method: 17 Avg Score Sum: 83.60 Number of Reshopping Experiences by Method: 0 Average: 4.92 Number of Division Shopping Experiences: 17 Avg Score Sum: 83.60 Number of Division Reshopping Experiences: 0 Average: 4.92 Garage - 7th Street and Collins Avenue SHOPPING METHOD - In Person -Garage 1254 7th Street and Collins Avenue Emanuel - Raul 1/10/2018 12:12 PM 50 5.00 Source: WEB Comments: Exceptional service. Friendly and professional. Contacted staff member: Emanuel - Raul 1258 7th Street and Collins Avenue Eddie 1/19/2018 11:58 AM 50 5.00 Source: WEB Comments: Exceptional service. Contacted staff member: Eddie 1267 7th Street and Collins Avenue Eddie / Katina 2/5/2018 3:35 PM 50 5.00 Source: WEB Comments: Exceptional service. Friendly and professional. Courteous and willing to provide assistance. Contacted staff member: Eddie / Katina 2325 Eddie 2/13/2018 7:23 PM 50 5.00 Source: WEB Comments: Exceptional service. Friendly and professional. Contacted staff member: Eddie 1569 Eddie 2/15/2018 3:24 PM 50 5.00 Source: WEB Comments: Exceptional service. Friendly and professional. Contacted staff member: Eddie 1566 Jonathan 2/18/2018 11:28 PM 50 5.00 Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Contacted staff member: Jonathan 1646 7th Street and Collins Avenue Shirley 2/19/2018 11:44 PM 45 5.00 (G1) Source: WEB Comments: Extremely knowledgeable and went out of his/her way to help. Friendly and professional. Contacted staff member: Shirley 1418 7th Street and Collins Avenue Esteban 2/21/2018 11:55 AM 37 4.11 Source: WEB Comments: Patient - took time to answer questions. Courteous and willing to provide assistance. Friendly and professional. Contacted staff member: Esteban 2317 Angel 2/24/2018 7:07 AM 50 5.00 Source: WEB Comments: Courteous and willing to provide assistance. Contacted staff member: Angel 2333 Eddie 2/28/2018 12:05 PM 46 4.60 Source: WEB Comments: Did not greet, and was using his phone. Courteous and willing to provide assistance. Contacted staff member: Eddie 1246 7th Street and Collins Avenue Angel 3/3/2018 6:52 AM 50 5.00 Source: WEB Comments: Courteous and willing to provide assistance. Above and beyond expectations. Contacted staff member: Angel 2318 Esteban 3/4/2018 6:37 PM 45 5.00 Source: WEB Comments: Extremely knowledgeable and went out of his/her way to help. Friendly and professional. Exceptional service. Contacted staff member: Esteban 1260 7th Street and Collins Avenue Isabel 3/5/2018 7:00 PM 48 4.80 Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Courteous and willing to provide assistance. Isabel was sitting at a desk in the office when I approached her. I asked if there was a restroom, she replied unfortunately no. She was not wearing a name tag. Contacted staff member: Isabel 5/7/2018 1:30:58 PM Page 13 of 14 MIAMI 1I Ar' V 1I BEAC Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr2 ID ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - 7th Street and Collins Avenue 2319 Eddie 3/8/2018 3:01 PM 42 4.20 Source: WEB Comments: Felt valued and appreciated. Although he was not available immediately he was courteous and provided additional information. Contacted staff member: Eddie 2612 7th Street and Collins Avenue Emanuel 3/29/2018 11:37 AM 50 5.00 Source: WEB Comments: Friendly and professional. Contacted staff member: Emanuel 2322 Angel 3/30/2018 11:16 PM 44 4.40 Source: WEB Comments: Courteous and willing to provide assistance. Patient - took time to answer questions. Friendly and professional. Provided more than one option to with his response to my question. Contacted staff member: Angel Number of Shopping Experiences by Method: 16 Avg Score Sum: 77.11 Number of Reshopping Experiences by Method: 0 Number of Division Shopping Experiences: 16 Number of Division Reshopping Experiences: 0 DEPARTMENT SUMMARY Total Number of Departmental Shopping Experiences: 176 Number of Departmental Reshopping Experiences: 3 CITY WIDE TOTALS: FY2018 Qtr2 Total Number of Departmental Shopping Experiences: 176 Number of Departmental Reshopping Experiences: 3 Average: 4.82 Avg Score Sum: 77.11 Average: 4.82 Avg Score Sum: 843.4 8 Average: 4.79 Avg Score Sum: 843.48 Average: 4.79 5/7/2018 1:30:58 PM Page 14 of 14 Service Excellence Service Shopper Program Garage Security Report FISCAL YEAR 2018 Qtr2 Office of Organization Development Perfomance Initiatives 1700 Convention Center Drive Miami Beach, FL 33139 Telephone: (305) 673-7010 Fax: (305) 673-7782 519/2018 12:13:24 PM Page 1 of 8 MIAMI BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr2 ID ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE PARKING - GARAGE SECURITY Garage - 12th Street and Drexel SHOPPING METHOD - In Person -Garage 1871 12th Street and Drexel Shontavia 2/6/2018 10:42 PM 32 3.20 Source: WEB Comments: Average service provided without incident. Shontavia did not greet, and had somewhat of an unwelcoming attitude. When I asked for her name, her attitude did not get better. I asked a question and I received only a partial answer. Contacted staff member: Shontavia 1368 12th Street & Drexel Dominque 45 4.50 1871 1 2/13/2018 Source: WEB Comments: Dominique did not greet. She was on her phone and seemed a bit bothered. However she was polite and answered my questions. Contacted staff member: Dominque. 1956 12th Street and Drexel Niyeara 2/19/2018 11:13 PM 49 4.90 Source: WEB Comments: Patient - took time to answer questions. Professional. Courteous and willing to provide assistance. Contacted staff member: Niyeara 7237 12th Street and Drexel Aisha 3/5/2018 8:01 PM 50 5.00 Source: WEB Comments: Exceptional service. Above and beyond expectations. Extremely knowledgeable and went out of his/her way to help. Patient - took time to answer questions. Friendly and professional. Courteous and willing to provide assistance. I lost my parking ticket, and Aisha went out of her way to keep the process smooth. She even took my cash to the machine and got my receipt. Very helpful and kind. Contacted staff member: Aisha 1959 12th Street and Drexel Rey 3/8/2018 3:51 PM 44 4.40 Source: web Comments: Felt valued and appreciated. Although Rey answered all the questions, he was not as courteous. Contacted staff member: Rey 1961 12th Street and Drexel James 3/12/2018 3:24 AM 48 4.80 Source: WEB Comments: Courteous and willing to provide assistance. Said thank you but no pleasantry. Contacted staff member: James 1586 12th Street and Drexel Doris 3/29/2018 11:06 AM 49 4.90 Source: WEB Comments: Friendly and professional. Contacted staff member: Doris Number of Shopping Experiences by Method: 7 Number of Reshopping Experiences by Method: Number of Division Shopping Experiences: Number of Division Reshopping Experiences: 1 7 1 Avg Score Sum: 31.70 Average: 4.53 Avg Score Sum: 31.70 Average: 4.53 Garage - 13th Street and Collins SHOPPING METHOD - In Person -Garage 1881 13th Street and Collins 1638 1963 1882 1883 Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Shawntara 1/19/2018 11:00 AM 49 4.90 Comments: Exceptional service. Friendly and professional. No ID badge visible. Contacted staff member: Shawntara 13th Street and Collins Stanley 2/6/2018 11:26 PM 50 5.00 Comments: Courteous and willing to provide assistance. Stanley acknowledged my concern. He took the initiative and provided great customer service. Contacted staff member: Stanley 13th Street and Collins Kendrick 2/14/2018 3:07 AM 50 5.00 Comments: Above and beyond expectations. Contacted staff member: Kendrick 13th Street and Collins Shawn Tara 2/15/2018 3:43 PM 49 4.90 Comments: Friendly and professional. Patient - took time to answer questions but the answer wasn't accurate. Security does not know how long your car can stay in garage before ticketed. Contacted staff member: Shawn Tara 13th Street and Collins Angelique 2/16/2018 3:31 AM 48 4.80 Comments: Friendly and professional. Courteous and willing to provide assistance. Contacted staff member: Angelique 5/9/2018 12:13:25 PM Page 2 of 8 MIAt V 11 BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr2 ID ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - 13th Street and Collins 1965 13th Street and Collins Stanley 2/19/2018 10:40 PM 50 5.00 Source: WEB Comments: Extremely knowledgeable and went out of his/her way to help. Friendly and professional. Contacted staff member: Stanley 2066 13th Street and Collins Kendrick 2/24/2018 6:14 AM 50 5.00 Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Contacted staff member: Kendrick 2121 13th Street and Collins Kendrick 3/3/2018 5:56 AM 50 5.00 Source: WEB Comments: Used initiative to assist and provide all information. Contacted staff member: Kendrick 1967 13th Street and Collins Angelique 3/6/2018 2:11 AM 50 5.00 Source: WEB Comments: Used initiative to assist and provide all information. Contacted staff member: Angelique 1885 13th Street and Collins Shantara 3/9/2018 6:56 PM 40 4.00 Source: WEB Comments: Felt valued and appreciated. Shantara did not greet or smile, but provided a great deal of information. She was very detailed in her response to my question. Contacted staff member: Shantara 1969 13th Street and Collins Angelique 3/12/2018 3:45 AM 50 5.00 Source: WEB Comments: Used initiative to assist and provide all information. Extremely knowledgeable and went out of his/her way to help. Contacted staff member: Angelique 1962 13th Street and Collins Stanley 3/18/2018 11:46 PM 50 5.00 Source: WEB Comments: Above and beyond expectations. Extremely knowledgeable and went out of his/her way to help. Courteous and willing to provide assistance. Stanley approached my car as I waited to exit the garage. He asked if I had paid yet. I said yes, and I asked about garage hours. He informed me that the garage is open 24hrs. The overall impression of my visit was extremely positive. Contacted staff member: Stanley 1970 13th Street and Collins Kendrick 3/25/2018 3:34 AM 48 4.80 Source: WEB Comments: Friendly and professional. Courteous and willing to provide assistance. Said thank you no pleasantry. Contacted staff member: Kendrick 1966 13th Street and Collins Charlene 3/29/2018 10:34 AM 50 5.00 Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Extremely knowledgeable and went out of his/her way to help. Contacted staff member: Charlene Number of Shopping Experiences by Method: 14 Avg Score Sum: 68.40 Number of Reshopping Experiences by Method: 0 Average: 4.89 Number of Division Shopping Experiences: 14 Avg Score Sum: 68.40 Number of Division Reshopping Experiences: 0 Average: 4.89 Garage - 16th Street and Collins SHOPPING METHOD - In Person -Garage 1974 16th Street and Collins Tilly 1/19/2018 10:22 AM 46 4.60 Source: WEB Comments: Not sure she understood English well. She answered my question regarding how long you can stay in garage before a flat rate is applied with 'you can stay long'. Friendly and professional. Courteous and willing to provide assistance. Contacted staff member: Tilly 2126 16th Street and Collins Shanika 2/11/2018 11:34 PM 49 4.90 Source: WEB Comments: Friendly and professional. Distracted with her phone. Contacted staff member: Shanika 1971 16th Street and Collins Leslie 2/19/2018 10:05 PM 50 5.00 Source: WEB Comments: Above and beyond expectations. Extremely knowledgeable and went out of his/her way to help. Contacted staff member: Leslie 1889 16th Street and Collins Robert 3/3/2018 5:43 AM 47 4.70 Source: WEB Comments: Felt valued and appreciated. Patient - took time to answer questions. No genuine pleasantry. Contacted staff member: Robert 2125 16th Street and Collins Geneva 3/6/2018 1:55 AM 48 4.80 Source: WEB Comments: Used initiative to assist and provide all information. Had a jacket over uniform; unable to see the name tag. Contacted staff member: Geneva 5/9/2018 12:13:25 PM Page 3 of 8 MIAMI BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr2 ID ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - 16th Street and Collins 1896 Source: WEB 1976 16th Street and Collins Justin 3/16/2018 11:39 PM 40 4.00 Comments: Felt valued and appreciated. Justin was very professional and attentive to all my questions. He provided immediate responses, and was also very well spoken. Did not smile at greeting or at farewell. Contacted staff member: Justin 16th Street and Collins Tony Jones 3/18/2018 11:35 PM 50 5.00 Source: WEB Comments: Extremely knowledgeable and went out of his/her way to help. Used initiative to assist and provide all information. Friendly and professional. Courteous and willing to provide assistance. The overall impression of my visit was extremely positive, Tony greeted me at the entrance of the garage. I asked at what time the garage closes, he said: it's open 24hrs, just don't lose your ticket. Contacted staff member: Tony Jones 2623 16th Street and Collins Nahyeera 3/21/2018 3:19 PM 41 4.10 Source: WEB Comments: Used initiative to assist and provide all information. Gave an answer to each and every question. Seemed genuine and very professional. Contacted staff member: Nahyeera 2624 16th Street and Collins Taitri 3/29/2018 10:03 AM 50 5.00 Source: WEB Comments: Friendly and professional. Contacted staff member: Taitri 2625 16th Street and Collins Nahyeera 3/30/2018 9:52 PM 44 4.40 Source: WEB Comments: Courteous and willing to provide assistance. Patient - took time to answer questions. Friendly and professional. Very friendly and knowledgeable. Contacted staff member: Nahyeera Number of Shopping Experiences by Method: 10 Avg Score Sum: 46.50 Number of Reshopping Experiences by Method: 0 Average: 4.65 Number of Division Shopping Experiences: 10 Avg Score Sum: 46.50 Number of Division Reshopping Experiences: 0 Average: 4.65 Garage - 17th Street and Meridian Court SHOPPING METHOD - In Person -Garage 2083 17th Street and Meridian Court Melissa 2/16/2018 12:28 AM 49 4.90 Source: WEB Comments: Friendly and professional. No name tag. Contacted staff member: Melissa 1989 17th Street and Meridian Court Stephanie 2/18/2018 8:18 PM 50 5.00 Source: WEB Comments: Exceptional service. Friendly and professional. Used initiative to assist and provide all information. Contacted staff member: Stephanie 1904 17th Street and Meridian Court Chris 2/24/2018 4:32 AM 48 4.80 Source: WEB Comments: Friendly and professional. Said thank you but no pleasantry. Contacted staff member: Chris 1902 17th Street and Meridian Court Edwin 3/4/2018 4:32 PM 50 5.00 Source: WEB Comments: Used initiative to assist and provide all information. Professional. Patient - took time to answer questions. Contacted staff member: Edwin 1908 17th Street and Meridian Court Gene Aurelian 3/21/2018 2:28 PM 1 1.00 Source: WEB Comments: Inattentive. Needed to persist to get information and answers. Was dodging and dismissing my questions. Did not provide me his name and was not courteous. Was given his name by a garage attendant. CI* -3 Not acceptable. Attendant was rude -. Contacted staff member: Gene Aurelian 1986 17th Street and Meridian Court Maria 42 4.20 1908 1 3/30/2018 Source: WEB Comments: Courteous and willing to provide assistance. Patient - took time to answer questions. Friendly and professional. Used initiative to assist and provide all information. Went above and beyond with examples to answer my questions. Contacted staff member: Maria Number of Shopping Experiences by Method: 6 Avg Score Sum: 24.90 Number of Reshopping Experiences by Method: 1 Average: 4.15 Number of Division Shopping Experiences: 6 Avg Score Sum: 24.90 Number of Division Reshopping Experiences: 1 Average: 4.15 5/9/2018 12:13:25 PM Page 4 of 8 t V 1 I A v 1 I B EAC H Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr2 ID ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - 17th Street and Pennsylvania SHOPPING METHOD - In Person -Garage 1910 17th Street and Pennsylvania Steve 1/19/2018 9:05 AM 49 4.90 Source: WEB Comments: Exceptional service. Did not have and ID tag. Contacted staff member: Steve 1909 17th Street and Pennsylvania Bryan 2/18/2018 8:49 PM 49 4.90 Source: WEB Comments: Friendly and professional. He knew the garage had a flat rate but not at what time flat rate started. Contacted staff member: Bryan 2135 17th Street and Pennsylvania Bryan 3/18/2018 8:55 PM 50 5.00 Source: WEB Comments: Courteous and willing to provide assistance. The overall impression of my visit was extremely positive. Bryan was walking in the garage, wearing a safety vest over his uniform. I could not see his ID but he told me his name. I asked what time the garage closes, he told me it's open 24/7. He was extremely professional and polite. Contacted staff member: Bryan 1504 17th Street and Pennsylvania Brian 3/25/2018 1:32 AM 48 4.80 Ave Source: WEB Comments: Patient - took time to answer questions. Said thank you but no pleasantry. Contacted staff member: Brian Number of Shopping Experiences by Method: 4 Avg Score Sum: 19.60 Number of Reshopping Experiences by Method: 0 Average: 4.90 Number of Division Shopping Experiences: 4 Avg Score Sum: 19.60 Number of Division Reshopping Experiences: 0 Average: 4.90 Garage - 18th Street and Meridian SHOPPING METHOD - In Person -Garage 2004 18th Street and Meridian Chantelle 1/19/2018 9:43 AM 48 4.80 Source: WEB Comments: Friendly and professional. Did not know exactly how much time I would be able to stay in the garage before the flat rate would be applied. Contacted staff member: Chantelle 2099 17th Street and Pennsylvania Carlos 2/14/2018 1:15 AM 50 5.00 Source: WEB Comments: Used initiative to assist and provide all information. Contacted staff member: Carlos 2140 17th Street and Pennsylvania Patricia 3/18/2018 10:16 PM 50 5.00 Source: WEB Comments: Friendly and professional. The overall impression of my visit was extremely positive. Patricia was in the security truck when I approached her. She was very polite and attentive. I asked what time the garage closes, she said: it never closes, we are open 24/7. Contacted staff member: Patricia 2006 17th Street and Pennsylvania Lagalle 3/21/2018 1:55 PM 50 5.00 Source: WEB Comments: Extremely knowledgeable and went out of his/her way to help. Very prompt response and went out of her way to give me extra examples and tips for the future. Contacted staff member: Lagalle 1619 17th Street and Pennsylvania Aaron 3/25/2018 1:10 AM 47 4.70 Source: WEB Comments: Courteous and willing to provide assistance. Said thank you but no pleasantry. Had a jacket over his uniform. Contacted staff member: Aaron Number of Shopping Experiences by Method: 5 Avg Score Sum: 24.50 Number of Reshopping Experiences by Method: 0 Average: 4.90 Number of Division Shopping Experiences: 5 Avg Score Sum: 24.50 Number of Division Reshopping Experiences: 0 Average: 4.90 Garage - 1900 Bay Rd SHOPPING METHOD - In Person -Garage 2110 1900 Bay Rd Debra 1/10/2018 11:01 AM 50 5.00 Source: WEB Comments: Friendly and professional. Used initiative to assist and provide all information. Exceptional service. Contacted staff member: Debra 2111 1900 Bay Rd Jasmine 2/13/2018 6:14 PM 48 4.80 Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Not sure she knows how long you can stay in the garage; said I could park at garage indefinitely. Contacted staff member: Jasmine 5/9/2018 12:13:25 PM Page 5 of 8 MIAMI 1IAt v t) BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr2 ID ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - 1900 Bay Rd 2108 Source: WEB 1920 Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Contacted staff member: Benson 1900 Bay Rd Jasmine Colbert 3/5/2018 5:26 PM 50 5.00 Comments: Friendly and professional. Patient - took time to answer questions. Courteous and willing to provide assistance. She was wearing a bright safety vest over her uniform so I could not see her name tag. I asked about garage hours, she informed me that the garage is open 24/7. The overall impression of my visit was extremely positive. Contacted staff member: Jasmine Colbert 1900 Bay Rd Benson 3/25/2018 2:34 AM 50 5.00 2017 1900 Bay Rd Benson 3/31/2018 10:34 AM 48 4.80 Source: WEB Comments: Courteous and willing to provide assistance. Used initiative to assist and provide at information. Said thank you but there was no pleasantry. Contacted staff member: Benson Number of Shopping Experiences by Method: 5 Avg Score Sum: 24.60 Number of Reshopping Experiences by Method: 0 Average: 4.92 Number of Division Shopping Experiences: 5 Avg Score Sum: 24.60 Number of Division Reshopping Experiences: 0 Average: 4.92 Garage - 42nd Street and Sheridan SHOPPING METHOD - In Person -Garage 1642 42nd Street and Sheridan Robert 1/7/2018 2:01 PM 50 5.00 Source: WEB Comments: Exceptional service. Friendly and professional. Contacted staff member: Robert 1927 42nd Street and Sheridan Felix 1/10/2018 10:13 AM 50 5.00 Source: WEB Comments: Exceptional service. Friendly and professional. Contacted staff member: Felix 1929 42nd Street and Sheridan Felix 1/31/2018 2:33 PM 50 5.00 Source: WEB Comments: Exceptional service. Contacted staff member: Felix 1932 42nd Street and Sheridan Felix 2/28/2018 10:11 AM 50 5.00 Source: WEB Comments: Exceptional service. Extremely knowledgeable and went out of his/her way to help. Friendly and professional. Contacted staff member: Felix 1402 42nd Street and Sheridan Felix 3/6/2018 2:20 PM 50 5.00 Avenue Source: WEB Comments: Friendly and professional. Felt valued and appreciated. Contacted staff member: Felix 1600 42nd Street and Sheridan Aisha 3/11/2018 11:23 AM 50 5.00 Source: WEB Comments: Extremely knowledgeable and went out of his/her way to help. Friendly and professional. Patient - took time to answer questions. Courteous and wiling to provide assistance. Aisha was patrolling the garage when I stopped her to ask what time the garage closes. She replied that it's open 24/7. The overall impression of my visit was extremely positive. Contacted staff member: Aisha 2641 42nd Street and Sheridan Frida 3/18/2018 9:32 PM 1 1.00 Avenue Source: WEB Comments: She did not say hi or have a welcoming attitude. I asked what time the garage closes and she said it doesn't. She snapped her fingers at me to move my car when I pulled over to the area that she asked me to park in the first place. I parked horizontally, she wanted parallel. !drove the car to a real parking space instead. When 1 paid for the lost ticket she interrupted the conversation between myself and the garage attendant. No one was asking her for help, aside from when she was asked to give my tag info in the beginning. The overall impression of my visit was not positive. CI* -4 Very rude -. Contacted staff member: Frida 2642 42nd Street and Sheridan Felix 50 5.00 2641 1 3/22/2018 Avenue Source: WEB Comments: Exceptional service. Friendly and professional. Extremely knowledgeable and went out of his/her way to help. Contacted staff member: Felix 2643 42nd Street and Sheridan Joseph 3/25/2018 2:02 AM 50 5.00 Avenue Source: WEB Comments: Used initiative to assist and provide all information. Friendly and professional. Contacted staff member: Joseph 7391 42nd Street and Sheridan 42nd Street and 3/11/2018 12:05 PM 49 4.90 Avenue Sheridan Avenue 519/2018 12:13:25 PM Page 6 of 8 t v I I AM I B CAC H Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr2 ID ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - 42nd Street and Sheridan Source: WEB Comments: Exceptional service. She was in a security vehicle so I could not see her name tag. I asked at what time does the garage close, and she informed me that it was open 24/7. The overall impression was extremely positive. Contacted staff member: Aisha Number of Shopping Experiences by Method: Number of Reshopping Experiences by Method: Number of Division Shopping Experiences: Number of Division Reshopping Experiences: 10 Avg Score Sum: 45.90 1 Average: 4.59 10 Avg Score Sum: 45.90 1 Average: 4.59 Garage - 7th Street and Collins Avenue SHOPPING METHOD - In Person -Garage 1944 7th Street and Collins Avenue Debreyon 1/10/2018 12:13 PM 50 5.00 1565 1865 1454 1951 1948 2042 1567 1947 2039 2616 2615 Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Comments: Exceptional service. Friendly and professional. Contacted staff member: Debreyon 7th Street and Collins Avenue Marylin 1/19/2018 11:59 AM 49 4.90 Comments: Exceptional service. Friendly and professional. Contacted staff member: Marylin 7th Street and Collins Avenue Jose / Tia 2/5/2018 3:37 PM 50 5.00 Comments: Exceptional service. Used initiative to assist and provide at information. Friendly and professional. Felt valued and appreciated. Contacted staff member: Jose / Tia 7th Street and Collins Avenue Mary 2/6/2018 10:10 PM 50 5.00 Comments: Patient - took time to answer questions. Mary was very helpful. I asked a question and she gave me various options. Upon exiting she also assisted once more in obtaining ticket stub to complete my transaction. Contacted staff member: Mary 7th Street and Collins Avenue Marto 2/14/2018 2:28 AM 49 4.90 Comments: Friendly and professional. Did not have name tag. Contacted staff member: Marto 7th Street and Collins Avenue Debra 2/15/2018 3:25 PM 46 4.60 Comments: Friendly and professional. Patient - took time to answer questions. Courteous and willing to provide assistance. Did not really know how long a vehicle can stay in garage. Contacted staff member: Debra 7th Street and Collins Avenue Marto 2/16/2018 2:39 AM 50 5.00 Comments: Friendly and professional. Used initiative to assist and provide all information. Contacted staff member: Marto 7th Street and Collins Avenue Marlin 2/18/2018 11:30 PM 49 4.90 Comments: Seemed agitated when he had to repeat his name. Although professional, he wasn't friendly. Did not thank me at the end of the interaction. Contacted staff member: Marlin 7th Street and Collins Avenue Mary 2/19/2018 11:45 PM 50 5.00 Comments: Friendly and professional. Courteous and willing to provide assistance. Contacted staff member: Mary 7th Street and Collins Avenue Jose 2/21/2018 11:58 AM 49 4.90 Comments: Patient - took time to answer questions. Friendly and professional. Contacted staff member: Jose 7th Street and Collins Avenue Marto 2/24/2018 7:08 AM 50 5.00 Comments: Used initiative to assist and provide all information. Contacted staff member: Marlo 7th Street and Collins Avenue Jose 2/28/2018 12:08 PM 50 5.00 Comments: Friendly and professional. Patient - took time to answer questions. Contacted staff member: Jose 5/9/2018 12:13:25 PM Page 7of8 M I LSM I BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr2 ID ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - 7th Street and Collins Avenue 2043 7th Street and Collins Avenue Marto 2617 2674 2679 2679 2676 Source: WEB Source: WEB Source: WEB Comments: Felt valued and appreciated. Gave her name immediately and smiled throughout the entire interaction. However, her farewell was not as good as her greeting. Contacted staff member: Mary 7th Street and Collins Avenue Marto 3/12/2018 2:55 AM 50 5.00 Source: WEB Source: WEB Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Contacted staff member: Niyeara Number of Shopping Experiences by Method: 18 Avg Score Sum: 88.60 Number of Reshopping Experiences by Method: 0 Average: 4.92 Number of Division Shopping Experiences: 18 Avg Score Sum: 88.60 Number of Division Reshopping Experiences: 0 Average: 4.92 DEPARTMENT SUMMARY Avg Score Sum: 374.7 0 Total Number of Departmental Shopping Experiences: 79 Number of Departmental Reshopping Experiences: 3 Average: 4.74 CITY WIDE TOTALS: FY2018 Qtr2 Total Number of Departmental Shopping Experiences: 79 Avg Score Sum: 374.70 Number of Departmental Reshopping Experiences: 3 Average: 4.74 3/3/2018 6:53 AM 50 5.00 Comments: Used initiative to assist and provide all information. Friendly and professional. Contacted staff member: Marto 7th Street and Collins Avenue Mary 3/4/2018 6:39 PM 50 5.00 Comments: Used initiative to assist and provide all information. Friendly and professional. Contacted staff member: Mary 7th Street and Collins Avenue Mary 3/8/2018 3:13 PM 44 4.40 Comments: Felt valued and appreciated. Courteous and willing to provide assistance. Contacted staff member: Marto 7th Street and Collins Avenue Marto 3/12/2018 2:55 AM 50 5.00 Comments: Felt valued and appreciated. Courteous and willing to provide assistance. Contacted staff member: Marlo 7th Street and Collins Avenue Niyeara 3/29/2018 11:38 AM 50 5.00 5/9/2018 12:13:25 PM Page 8 of 8 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/security 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/security was no longer than 10 minutes or schedule for a mutually convenient time.* • I was greeted in a courteous manner.* (Attendant/security 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/security 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/security 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.