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LTC 268-2019 Garage Attendant and Garage Security Index Results for FY 2018/19 Quarter 2 MIAMIBEACH OFFICE OF THE CITY MANAGER LTC # 268-2019 LETTER TO COMMISSION TO: Mayor Dan Gelber and Members • the City C'mission ` FROM: Jimmy L. Morales, City Manager, �' DATE: May 3, 2019 SUBJECT: Garage Attendant and Garage Security Index Results for FY 2018/19 Quarter 2 The purpose of this Letter to Commission is to communicate the results of the newly developed Garage Attendant and Garage Security Index from FY 2018/19 Quarter 2 (January 1, 2019 to March 31, 2019). Key Q2 Metrics: • Attendant Average Index Rating: 4.87 • Attendant Percent Improvement from Base Year: 13.5% • Security Average Index Rating: 4.79 • Security Percent Deterioration from Prior Quarter: - 1% 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. Garage Attendant Index Results FY 2018/19 Quarter 2 Overall, the City Garage Attendant Index in FY 2018/19 Quarter 2 was a 4.87 on a 5.0 scale. The scores remained stable from the prior quarter and improved from the prior FY same quarter score by 13.52%. Parking staff have reviewed the results of the assessments with the contractor for garage attendants and issued penalties per the agreement based on 418 assessments conducted in all garages with 3 assessments scoring 3.99 or below resulting in a fine of $300. Citywide scores this quarter remained stable from the prior quarter. Additionally, a memorandum was issued to correct the identified deficiency. Areas of Focus in FY 2018/19 Quarter 2 • Greeted in a courteous manner- Employees are to greet the customer in a courteous manner including a salutation and welcoming attitude. • Requested information not provided- Personnel are to answer all customer questions concisely and accurately with a positive and helpful attitude. Garage Security Index Results FY 2018/19 Quarter 2 Overall, the City Garage Security Index in FY 2018/19 Quarter 2 was a 4.79 on a 5.0 scale. There were 101 assessments conducted in all garages with 3 assessments scoring 3.99 or below. The scores improved from the prior quarter by 1.7%. Areas of Focus in FY 2018/19 Quarter 2 • Requested information not provided- Security personnel are to answer all customer questions concisely and accurately with a positive and helpful attitude. In a few instances the security personnel were unresponsive and/or difficult. • Nametag not visible. Security personnel are required to wear a nametag at all times for ease of references by the customer. Some personnel did not have their nametag visible. MIAMI BEACH GARAGE ATTENDANT INDEX CITYWIDE SUMMARY FOR GARAGES Average Score Per Quarter Per Year Year 2016 2017 2018 2019 change FY FY %change from %change from from base Quarter I 01 02 Q3 Q4 AVG Q1 Q2 Q3 04 AVG 01 02 prior Qtr prior FY Qtr year Qtr Garage Attendant JAL,4.23 4.59 4.28 147 4.39 4.52 4.79 4.89 4.82 4.76 4.77 4.87 2016 results includes only Wand 04 when program started. MIAMI BEACH GARAGE ATTENDANT INDEX CITYWIDE SUMMARY BY GARAGE Q2 2019 ATTENDANT # Of Reshops # of Reshops Q2- 2019 # Experiences for Scoring Below 4 Avg Score Initial Below 4 Experiences ( $100 additional Experiences ($100 fine) below 4 fine) Garage - 12th Street and Drexel 4.97 33 0 0 0 Garage - 13th Street and Collins 4.81 31 1 1 0 Garage - 16th Street and Collins 4.76 32 1 1 0 Garage - 17th Street and Meridian Court 4.89 44 0 0 0 Garage - 17th Street and Pennsylvania 4.84 50 0 0 0 Garage - 18th Street and Meridian 4.87 47 0 0 0 Garage - 1900 Bay Rd 4.83 50 1 1 0 Garage -42nd Street and Sheridan 4.95 41 0 0 0 Garage - 5th Street and Alton Road 4.85 47 0 0 0 Garage - 7th Street and Collins Avenue 4.90 43 0 0 0 Garage Total 4.87 418 3 3 0 MIAMI BEACH GARAGE SECURITY INDEX CITYWIDE SUMMARY FOR GARAGES Average Score Per Quarter Per Year Year 2016 2017 2018 2019 change FY FY %change from %change from from base Quarter 01 02 03 Q4 AVG 01 02 Q3 Q4 AVG Q1 02 prior Qtr prior FY Qtr year Qtr Garage Security 4.64 4.74 4.90 4.92 4.60 4.71^ 4.77 - 2016 results includes only Wand Q4 when program started. MIAMI BEACH GARAGE SECURITY INDEX CITYWIDE SUMMARY BY GARAGE Q2 2019 SECURITY # Of Reshops # Experiences Q2-2019 Initial Below 4 for # of Res hops Avg Score Experiences Scoring Below 4 Experiences below 4 Garage - 12th Street and Drexel 4.63 14 2 2 0 Garage - 13th Street and Collins 4.81 11 0 0 0 Garage - 16th Street and Collins 4.80 5 0 0 0 Garage - 17th Street and Meridian Court 4.88 16 0 0 0 Garage - 17th Street and Pennsylvania 5.00 4 0 0 0 Garage - 18th Street and Meridian 4.69 9 0 0 0 Garage - 1900 Bay Rd 4.98 8 0 0 0 Garage -42nd Street and Sheridan 4.60 14 1 1 0 Garage - 5th Street and Alton Road 4.60 2 0 0 0 Garage -7th Street and Collins Avenue 4.90 18 0 0 0 Garage Total 4.79 101 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 City Manager Daniel J. Oates, Police Chief Saul Francis, Parking Director Dr. Leslie Rosenfeld, Chief Learning Development Offic 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 name tag 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. Av y I Service Excellence Service Shopper Program Comprehensive Department Report FISCAL YEAR 2019 Qtr2 Garage Attendant Report Office of Organization Development Perfomance Initiatives 1700 Convention Center Drive Miami Beach, FL 33139 Telephone: (305) 673-7010 Fax: (305) 673-7782 5/1/2019 11:30:55 AM Page 1 of 30 MIAMI BEACH Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2 '^ ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE PARKING - GARAGE ATTENDANT Garage - 12th Street and Drexel SHOPPING METHOD-In Person-Garage 1809 12th Street and Drexel Wilbur 1/4/2019 7:16 PM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.Friendly.Professional.Shy but helpful.Contacted staff member:Wilbur 1281 12 street&Drexel Jonathan 1/6/2019 3:07 AM 45 5.00 Source:WEB Comments:Friendly and professional.Jonathan explained the flat rate and the times for the garage,he was very helpful and polite. Contacted staff member:Jonathan 1812 12th Street and Drexel Oscar 1/9/2019 11:22 AM 45 5.00 Source:WEB Comments:Easy to understand.Patient-took time to answer questions.Friendly and professional.Contacted staff member:Oscar 1825 12th Street and Drexel Giovanni 1/11/2019 3:06 AM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Friendly and professional.Courteous and willing to provide assistance.Contacted staff member:Giovanni 1363 12 Street&Drexel Melindi 1/12/2019 6:23 PM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Melindi went above and beyond to help me.She made some calls to find answers for me and she was patient with me.She was very happy to help.Contacted staff member:Melindi 1469 12th Street&Drexel Maria 1/16/2019 3:46 PM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Patient-took time to answer questions.Friendly and professional. Contacted staff member:Maria 1470 12th Street&Drexel Giovanni 1/17/2019 3:00 AM 45 5.00 Source:WEB Comments:Courteous and willing to provide assistance.Friendly and professional.Felt valued and appreciated.Contacted staff member:Giovanni r3 12th Street&Drexel Wilbur 1/18/2019 11:26 PM 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.Contacted staff member:Wilbur 1630 12th Street and Drexel Melindy 1/20/2019 10:57 AM 50 5.00 Source:WEB Comments:Friendly and professional.The attendant was helpful and approachable.Wished me a good day.She was very friendly. Contacted staff member:Melindy 1206 12th Street&Drexel Raul 1/27/2019 7:13 PM 45 5.00 Source:WEB Comments:Friendly and professional.Raul answered my question and was friendly,professional and provided the assistance I needed.He also wished me a good night.Contacted staff member:Raul 1282 12 street&Drexel Melindy 1/28/2019 11:13 AM 50 5.00 Source:WEB Comments:Exceptional service.The garage assistant is extremely nice.Very happy type person and very helpful.She always has a smile on her face and it's a pleasure to work with her.Contacted staff member:Melindy 1275 12th Street&Drexel Ida 1/28/2019 11:28 AM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.The garage assistant answered the question about the Parking department and their hours and where they're located.She is very helpful friendly and patient.Contacted staff member:Ida 2682 12th Street and Drexel Maria 1/31/2019 2:33 PM 50 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member:Maria 2666 12th Street and Drexel Richarley 2/3/2019 11:20 PM 45 5.00 Source:WEB Comments:The attendant was very patient and made sure that I had all my questions answered.I asked about the monthly pass and she advised me to go to City Hall and gave him the address and gave me the business hours.She was very friendly and helpful. Contacted staff member:Richarley 2678 12th Street and Drexel Jackie 2/4/2019 6:38 AM 45 5.00 Source:WEB Comments:Friendly and professional.I asked Jackie at what time the garage closes and she said it's 24 hours.She's very polite helpful and cheerful and she wished me a safe day.Contacted staff member:Jackie 20 12th Street and Drexel Melindi 2/8/2019 3:00 PM 42 4.20 Source:WEB Comments:Used initiative to assist and provide all information.Melinda was very people oriented.She listened and took time to answer my questions.She was patient and very professional.Contacted staff member:Melindi 5/1/2019 11:30:55 AM Page 2 of 30 • • MIAMI B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 12th Street and Drexel 2685 12th Street and Drexel Wilber 2/9/2019 6:49 PM 49 4.90 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.I meant Wilbur on the first floor at the ticket station.He was on his radio and I asked what his name was.He put the radio aside and assisted me with my question,what time does the flat rate start.He answered 8 and it was good to get in before 8 for an hourly rate.He also said if I am a resident I will get a discount on the hourly rate at a dollar per hour.Wilbur was very friendly,attentive and helpful.Contacted staff member:Wilber 2686 12th Street and Drexel Jonathan 2/12/2019 2:59 AM 45 5.00 Source:WEB Comments:knowledgeable and went out of his/her way to help.Good service provided without incident.Contacted staff member: Jonathan 2692 12th Street and Drexel Esteban 2/14/2019 11:33 AM 50 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Used initiative to assist and provide all information. Contacted staff member:Esteban 2691 12th Street and Drexel Melindy 2/17/2019 10:50 AM 50 5.00 Source:WEB Comments:Friendly and professional.I met melendi at the entrance to the garage.She smiled and waved and said hello.She asked if I needed any help.She's a very happy and polite attendant.Contacted staff member:Melindy 2693 12th Street and Drexel Maria 2/20/2019 7:50 PM 45 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Did not provide a full,proper greeting.Contacted staff member:Maria 3390 12th Street and Drexel Melindy 2/23/2019 2:03 PM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.The sign was out,"parking garage full".I waited there and she came out to move the cones and the sign to let me in.She was polite and helpful.Contacted staff member:Melindy 3392 12th Street and Drexel Hime 2/28/2019 11:07 PM 50 5.00 Source:WEB Comments:Courteous and willing to provide assistance.I met the attendant at the exit.He asked if he could assist me with anything.He guided me to the ticket machine and wished me a good night.Contacted staff member:Hime 3398 12th Street and Drexel Hime 3/4/2019 11:06 PM 50 5.00 Source:WEB Comments:Friendly and professional.I was with the attendant at the entrance of the garage.He asked me if he could help me.I told him I was curious about the flat rate.He told me it was hourly and asked if I had any other questions.He wished me a good night. Contacted staff member:Hime 3411 12th Street and Drexel Hime 3/9/2019 2:52 AM 50 5.00 Source:WEB Comments:Friendly and professional.I'm at the attendance at the exit in the garage.I asked if it was a flat rate and he advised that it was$15.He was polite and helpful.Contacted staff member:Hime 3402 12th Street and Drexel Wilburn 3/10/2019 3:26 PM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.Wilburn greeted me well,answered and explained monetary question.Went out of his way to assist,helped me with the payment process as well.Absolutely great experience.Contacted staff member:Wilburn 3418 12th Street and Drexel Esteban 3/12/2019 3:48 PM 44 4.89 Source:WEB Comments:Professional.Straight forward but no smile.Patient-took time to answer questions.Contacted staff member:Esteban 3414 12th Street and Drexel Wilbur 3/17/2019 7:30 PM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.Courteous and willing to provide assistance.Eager to help in any way.Friendly and professional.Contacted staff member:Wilbur 3406 12th Street and Drexel ReShirley 3/19/2019 11:05 PM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Contacted staff member:ReShirley 3995 12th Street&Drexel Louis 3/22/2019 2:21 PM 50 5.00 Source:WEB Comments:Friendly and professional.At the exit in person.I asked if there was a flat rate tonight.He said they have a flat rate every night and it begins at 11 p.m.when I asked his name he replied with Louis and he wished me a good day.Contacted staff member: Louis 4014 12th Street&Drexel Melindy 3/22/2019 2:51 PM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.I witnessed the attendant leave the exit area and go help some customers at the ticket machine.She guided them through the process of paying with a credit card and she also made sure that they got a receipt.She's very friendly and helpful.Contacted staff member:Melindy 3997 12th Street&Drexel John 3/27/2019 6:42 AM 45 5.00 Source:WEB Comments:Friendly and professional.The call button at the ticket machine.I asked if the garage closes and he advised it was 24 hours.He thanked me and he wished me a good day.John is very polite and helpful.Contacted staff member:John 5/1/2019 11:30:55 AM Page 3 of 30 MIAMI B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 12th Street and Drexel 3998 12th Street&Drexel Jovani 3/31/2019 10:46 AM 45 5.00 Source:WEB Comments:Friendly and professional.I reached Jovani on the call button at the ticket machine.I asked for assistance on providing a receipt.He gave me instructions and waited to be sure that I had one and he wished me a good day.He's very polite and helpful. Contacted staff member:Jovani Number of Shopping Experiences by Method: 33 Avg Score Sum: 163.9 9 Number of Reshopping Experiences by Method: 0 Average: 4.97 Number of Division Shopping Experiences: 33 Avg Score Sum: 163.9 9 Number of Division Reshopping Experiences: 0 Average: 4.97 Garage - 13th Street and Collins SHOPPING METHOD-In Person-Garage 1361 13th Street and Collins Luis 1/4/2019 7:36 PM 49 4.90 Source:Web Comments:Friendly and professional.Courteous and willing to provide assistance.Contacted staff member:Luis 1848 13th Street and Collins Evan 1/6/2019 3:19 AM 50 5.00 Source:WEB Comments:Friendly and professional.Evan tried to assist me with using my parking app on my phone to check the rates but we could not figure it out.Nonetheless he was very helpful and sincere in trying to get it to work.Contacted staff member:Evan 1213 13th Street and Collins Avenue Oscar 1/9/2019 11:01 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:Oscar 1214 13th Street and Collins Avenue Giovanni 1/11/2019 3:29 AM 45 5.00 Source:WEB Comments:Friendly and professional.Very patient.Contacted staff member:Giovanni 77 13th Street and Collins Avenue Saray 1/16/2019 3:08 PM 50 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member:Saray 1380 13th Street and Collins Avenue Giovanni 1/17/2019 3:22 AM 45 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member:Giovanni 1387 13th Street and Collins Avenue Edwin 1/18/2019 11:54 PM 49 4.90 Source:WEB Comments:Friendly and professional.Courteous and willing to provide assistance.No ID visible.Contacted staff member:Edwin 1462 13th Street and Collins Avenue Edwin 1/19/2019 11:11 PM 50 5.00 Source:WEB Comments:Courteous and willing to provide assistance.Edwin was smiling when I arrived and asked a question.Very good at delivering information promptly and correctly.Very knowledgeable.Contacted staff member:Edwin 1358 13th Street and Collins Edwin 1/26/2019 7:21 AM 50 5.00 Source:WEB Comments:Friendly and professional.I asked Edwin about the parking rates and he replied with the hourly rate and to be sure I came back in before 8 p.m.,otherwise it's a flat rate of$15.Edwin said thank you and have a good day.Contacted staff member: Edwin 1381 13th Street and Collins Avenue Edwan /Maria 1/31/2019 2:15 PM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Friendly and professional.Patient-took time to answer questions. Machine would not take the cash.Contacted staff member:Edwan /Maria 2700 13th Street and Collins Richarley 2/3/2019 11:35 PM 50 5.00 Source:WEB Comments:Friendly and professional.Patient and helpful;she answered my questions.She asked if there was anything else that needed.She also wished me a good night.Contacted staff member:Richarley 4015 13th Street and Collins Avenue Maurice 2/5/2019 11:37 PM 41 4.10 Source:WEB Comments:Courteous and willing to provide assistance.Maurice was very friendly.He answered all my questions to the best of his knowledge.When he didn't know answers,he went out of his way to find them for me.Contacted staff member:Maurice 78 13th Street and Collins Avenue Saray 2/8/2019 3:17 PM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Saray is very knowledgeable and very professional.She had no problem assisting me before she left for the day.She is very patient.Contacted staff member:Saray 5/1/2019 11:30:56 AM Page 4 of 30 • M I AM I B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 13th Street and Collins 2704 13th Street and Collins Jovani 2/9/2019 7:38 PM 45 5.00 Source:WEB Comments:Friendly and professional.I asked Jovani about the parking permit by the month for that garage.He advised I would need to go to parking at City Hall Monday through Friday and gave me the address.Jovani is friendly and helpful.Contacted staff member:Jovani 2713 13th Street and Collins Jonathan 2/12/2019 3:19 AM 45 5.00 Source:WEB Comments:took time to answer questionwilling to provide assistance.Contacted staff member:Jonathan 2712 13th Street and Collins Jorge 2/13/2019 11:18 PM 50 5.00 Source:WEB Comments:Friendly and professional.I met Jorge at the office in the garage.I told him the elevator wasn't responding to go down so I had to use the door open buttons to get back out.He said thank you and he appreciated the information and he was going to pass it on to the security guard.He was clocking out and wanted to be sure the security guard knew about it.He thanked me again and said have a good night.Contacted staff member:Jorge 4027 13th Street and Collins Avenue Edwan 2/14/2019 11:53 AM 50 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Courteous.Contacted staff member:Edwan 2727 13th Street and Collins Jovani 2/17/2019 11:21 AM 45 5.00 Source:WEB Comments:Friendly and professional.I asked the attendant what time they close.He answered with 24 hours and asked if he could help me with anything else,and then he wished me a good day.Contacted staff member:Jovani 2709 13th Street and Collins Sandra 2/26/2019 11:22 AM 31 3.10 Source:WEB Comments:Average service provided without incident.I believe the lady said her name was Sandra.She was nice but she was not very helpful.She informed me that she did not know the area,therefore she did not have any answers.Contacted staff member: Sandra 3423 13th Street and Collins Oscar 2/28/2019 11:25 PM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.I reached Oscar through the call button on the ticket machine. asked him if there was a flat rate.He advised it was only on the weekends.He was very polite and friendly and he wished me a good night.Contacted staff member:Oscar 30 13th Street and Collins Austin 3/4/2019 11:28 PM 50 5.00 Source:WEB Comments:Friendly and professional.I asked Austin what time the garage closes tonight,he advised that it's 24 hours and it doesn't close.Austin's very friendly and helpful.Contacted staff member:Austin 2722 13th Street and Collins Mauricio 3/5/2019 7:45 PM 50 5.00 Source:WEB Comments:Friendly and professional.Courteous and willing to provide assistance.Contacted staff member:Mauricio 10161 13th Street and Collins Aide 42 4.20 2709 1 3/8/2019 Source:WEB Comments:Courteous and willing to provide assistance.Friendly and professional.Felt valued and appreciated.Contacted staff member:Aide 3424 13th Street and Collins Edwin 3/9/2019 3:09 AM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.I met Edwin at the entrance at the garage.I asked them if they were busy tonight and he said yes.He said they were full but now people are starting to leave so there was room for me.He was very polite and helpful.Contacted staff member:Edwin 3429 13th Street and Collins Triniqua 3/10/2019 2:44 PM 48 4.80 Source:WEB Comments:Felt valued and appreciated.Triniqua was assisting a customer when I approached.Quickly acknowledged me and asked if she could help.Answered my questions thoroughly.Contacted staff member:Triniqua 3440 13th Street and Collins Esteban 3/14/2019 3:14 PM 45 5.00 Source:WEB Comments:Friendly and professional.I reached Esteban at the call button on the ticket machine.I asked if it was a 24-hour garage. He responded with all the city garages are 24 hours a day.I thanked Tim and then he thanked me and wished me a good day. Contacted staff member:Esteban 4016 13th Street and Collins Avenue Giovanni 3/16/2019 12:42 AM 38 4.22 Source:WEB Comments:Patient-took time to answer questions.Giovanni was very patient and knowledgeable.He had all the information I needed,and he took his time to answer them accurately.Contacted staff member:Giovanni 3448 13th Street and Collins Oscar 3/16/2019 7:00 PM 38 4.22 Source:WEB Comments:Friendly and professional.Oscar was again,very helpful and knowledgeable.He got me all the answers I needed right away.He was very patient and very happy to help.Contacted staff member:Oscar 33 13th Street and Collins ReShirley 3/19/2019 11:31 PM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Contacted staff member:ReShirley 5/112019 11:30:56 AM Page 5 of 30 • MIAMI B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 13th Street and Collins 4017 13th Street and Collins Avenue Melandy 3/25/2019 11:12 AM 48 4.80 Source:WEB Comments:Patient-took time to answer questions.Melandy was very patient to assist various customers at the same time.Did a great job performing her duties and still managed to assist me.Did not smile.Contacted staff member:Melandy 4021 13th Street and Collins Avenue Resharley 3/31/2019 11:05 AM 45 5.00 Source:WEB Comments:Friendly and professional.I reached the attendant on the call button at the ticket machine.I asked what the hourly rate was.She advised it was$2 per hour at that garage.She was friendly,professional and she also wished me a good day.Contacted staff member:Resharley Number of Shopping Experiences by Method: 31 Avg Score Sum: 149.2 4 Number of Reshopping Experiences by Method: 1 Average: 4.81 Number of Division Shopping Experiences: 31 Avg Score Sum: 149.2 4 Number of Division Reshopping Experiences: 1 Average: 4.81 Garage - 16th Street and Collins SHOPPING METHOD-In Person-Garage 1319 16th Street and Collins Tony 1/6/2019 3:42 AM 50 5.00 Source:WEB Comments:Friendly and professional.Tony was helpful and provided the information to pay the ticket and where to go to pay it.He also assured me that it was safe to go down the stairs out the exit door if I wanted to.Tony was very pleasant.Contacted staff member:Tony 1397 16th Street and Collins Esteban 1/9/2019 10:32 AM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Used initiative to assist and provide all information.Extremely knowledgeable and went out of his/her way to help.Friendly and professional.Contacted staff member:Esteban 1479 16th Street and Collins Giovanni 1/11/2019 3:51 AM 45 5.00 Source:WEB Comments:Felt valued and appreciated.Courteous and willing to provide assistance.Patient-took time to answer questions. Contacted staff member:Giovanni 1217 16th Street and Collins Jorge 1/12/2019 6:25 PM 42 4.20 Source:WEB Comments:Used initiative to assist and provide all information.Contacted staff member:Jorge 2735 16th Street and Collins Oscar 1/16/2019 2:43 PM 44 4.89 Source:WEB Comments:Friendly and professional.Patient-took time to answer question.No pleasantry.Contacted staff member:Oscar 1613 16th Street and Collins Giovanni 1/17/2019 3:46 AM 45 5.00 Source:WEB Comments:patient and willing to provide assistance.Contacted staff member:Giovanni 1399 16th Street and Collins Shawn 1/19/2019 10:50 PM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Shawn was assisting another customer and immediately acknowledged me.He took care of the two of us at the same time.He even assisted with all transactions,taking it upon himself to complete the whole process without us having to do anything.Very knowledgeable;Experienced.Contacted staff member:Shawn 2760 16th Street and Collins Shirley 1/26/2019 7:02 AM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Shirley was courteous and helpful.Gave me the breakdown on the prices per hour at the parking garage and he wished me a good day.Contacted staff member:Shirley 1482 16th Street and Collins Jovani 1/27/2019 4:50 PM 50 5.00 Source:WEB Comments:Friendly and professional.I asked Jovani if this garage was 24 hours and he answered right away"yes it is."He thanked me and wished me a good day.Contacted staff member:Jovani 2750 16th Street and Collins Eric 1/28/2019 11:53 AM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.I asked Eric where the closest ATM was while I was at the exit.He advised there's one right outside the elevators and if I wanted I could just back up and park and run in there and get my cash out.He was very friendly,helpful,and courteous.Contacted staff member:Eric 2767 16th Street and Collins Maria 1/31/2019 1:43 PM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Greeting needs some work.Contacted staff member: Maria 5/1/2019 11:30:56 AM Page 6 of 30 MIAMI B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 16th Street and Collins 2764 16th Street and Collins Richarley 2/3/2019 11:55 PM 45 5.00 Source:WEB Comments:Friendly and professional.I asked the attendant if the garage was 24 hours.She advised it was and asked if I had any other questions.She also wished me a good night.She was very pleasant and helpful.Contacted staff member:Richarley 3456 16th Street and Collins Eric 2/4/2019 7:11 AM 50 5.00 Source:WEB Comments:Above and beyond expectations.I met Eric at the ticket machine at the elevators and I asked him if he worked there.He was paying someone's ticket at the exit for them.Eric is extremely nice,very helpful,and willing to go above and beyond expectations.I asked him about the hourly rate and he pointed to the sign and then he replied how long are you staying?I said I'll just a little bit.He said the first hour is$2.Eric is an asset to the city.Contacted staff member:Eric 3464 16th Street and Collins Erick 2/5/2019 11:44 PM 24 2.40 Source:WEB Comments:Incomplete service-multiple attempts to obtain information.Erick was on his phone when I walked up to him.He did not look like he wanted to be approached.When I asked him a question he told me to turn on Alton.Contacted staff member:Erick 3492 16th Street and Collins Jovani 2/9/2019 7:12 PM 45 5.00 Source:WEB Comments:Friendly and professional.I asked Jovani if there was a flat rate at that garage and he advised that no there was not it was hourly and he asked if there was anything else he could help me with and then he wished me a good night.Contacted staff member:Jovani 4044 16th Street and Collins Jonathan 2/12/2019 3:48 AM 45 5.00 Source:WEB Comments:Courteous,Patient,and used initiative to assist and provide all information.Contacted staff member:Jonathan 3462 16th Street and Collins Jovani 2/13/2019 11:38 PM 45 5.00 Source:WEB Comments:Friendly and professional.I told the attendant that there was a soft spot in the elevator and it was missing two tiles and thought maybe it was wet.He thanked me for the information and he said he would report it as well.He thanked me again and wished me a good night.He's very polite and helpful.Contacted staff member:Jovani 10073 16th Street and Collins Yvonne 50 5.00 3464 1 2/17/2019 Source:WEB Comments:Friendly and professional.I asked Yvonne if the elevators were working because the fire department was there.She advised there's one working and she directed me to the correct one.She was very nice and helpful.Contacted staff member: Yvonne 74 16th Street and Collins Esteban 2/18/2019 1:31 PM 38 4.22 Source:WEB Comments:Friendly and professional.Esteban answered the intercom again.He was kind and friendly and answered with protocol. Contacted staff member:Esteban 4039 16th Street and Collins Evie 2/23/2019 3:07 PM 50 5.00 Source:WEB Comments:Friendly and professional.I met Evie at the exit of the garage.I asked her if there was a flat rate later today.Evie advised on the the rates for the rest of the day and she also wished me a good day.She was very polite and helpful.Contacted staff member:Evie 4046 16th Street and Collins Erick 2/26/2019 11:47 AM 42 4.20 Source:WEB Comments:Courteous and willing to provide assistance.Erick was helpful and knowledgeable.He provided me accurate and helpful information.He was patient and understanding.Contacted staff member:Erick 3490 16th Street and Collins John 3/4/2019 11:44 PM 50 5.00 Source:WEB Comments:Friendly and professional.I reached John on the intercom button on the ticket machine.I asked what time the garage closed,and John said it was 24 hours.He thanked me and wished me a good night.Contacted staff member:John 4037 16th Street and Collins Jackie 3/9/2019 3:21 AM 45 5.00 Source:WEB Comments:Friendly and professional.I reached Jackie through the call button on the ticket machine.I asked her if it was a flat rate. She advised it was$15.I asked until what time.And she advised it was good until 5 a.m.She is very polite and helpful.Contacted staff member:Jackie 4035 16th Street and Collins Raul 3/10/2019 2:33 PM 43 4.78 Source:WEB Comments:Felt valued and appreciated.Raul greeted,provided assistance,and answered my question.Did not thank me or provide any sort of farewell at the end.Contacted staff member:Raul 4047 16th Street and Collins Steve 3/14/2019 3:44 PM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.I met him at the entrance.I asked if there was a flat rate.He said no it was regular rates and gave the rates per hour.He was nice and helpful.Contacted staff member:Steve 4051 16th Street and Collins John 3/16/2019 12:48 AM 42 4.20 Source:WEB Comments:Friendly and professional.John was on the phone when I approached him.He dropped everything he was doing,and gave me his full undivided attention.He was very professional and very friendly.He knew the area very well and he was very patient.Contacted staff member:John 42 16th Street and Collins John 3/17/2019 7:30 AM 42 4.20 Source:WEB Comments:Used initiative to assist and provide all information.John was assisting a line of people because most of the lots were full.He was very patient and willing to help.He was very knowledgeable and showed initiative.Contacted staff member:John 5/1/2019 11:30:56 AM Page 7 of 30 MIAMI B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 16th Street and Collins 4040 16th Street and Collins ReShirley 3/19/2019 11:49 PM 45 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:ReShirley 4050 16th Street and Collins Eric 3/22/2019 3:12 PM 50 5.00 Source:WEB Comments:Above and beyond expectations.I watched as Eric helped a customer out at the exit.They were having difficulty paying so he came over and took their ticket and walked into the ticket machine inside and paid it for them and then brought them out the receipt.He's very respectful,helpful and polite.Contacted staff member:Eric 4036 16th Street and Collins Erick 3/25/2019 11:33 AM 43 4.30 Source:WEB Comments:Felt valued and appreciated.Erick did not greet nor smiled.Answered all my questions.Contacted staff member:Erick 4049 16th Street and Collins Eric 3/27/2019 7:14 AM 50 5.00 Source:WEB Comments:Exceptional service.He was inside the office and I waved at him and he came right out to see if I needed any help.Eric is an asset to the city.He always treats the customers with exceptional service.Contacted staff member:Eric 4038 16th Street and Collins Evie 3/31/2019 11:28 AM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.Saw the attendant at the exit and asked if there was a flat rate.She advised it was hourly and flat rate was only beginning at 8 p.m.till 5 a.m.and it's only on Friday Saturday and Sunday.She was polite and helpful.Contacted staff member:Evie Number of Shopping Experiences by Method: 32 Avg Score Sum: 152.3 9 Number of Reshopping Experiences by Method: 1 Average: 4.76 Number of Division Shopping Experiences: 32 Avg Score Sum: 152.3 9 Number of Division Reshopping Experiences: 1 Average: 4.76 Garage - 17th Street and Meridian Court SHOPPING METHOD-In Person-Garage 1640 Maria 1/4/2019 4:30 PM 45 5.00 Source:WEB Comments:Assisted by both an attendant and central cashier.Friendly and professional.Patient-took time to answer questions. Attendant's English was hard to understand.No ID either.Central cashier was able to assist me.Contacted staff member:Maria 1814 17th Street and Meridian Court Anna 1/6/2019 12:26 AM 50 5.00 Source:WEB Comments:Friendly and professional.Anna answered the question respectfully.She was pleasant and helpful.Contacted staff member:Anna 1405 17th Street and Meridian Court Esteban 1/9/2019 8:24 AM 43 4.78 Source:WEB Comments:Patient-took time to answer questions.Professional.Did not provide neither a greeting or a farewell.Contacted staff member:Esteban 1816 17th Street and Meridian Court Angel 1/11/2019 1:00 AM 50 5.00 Source:WEB Comments:Exceptional service.Went above and beyond to assist and provide accurate information.Contacted staff member:Angel 1464 17th Street and Meridian Court Wicheryl 1/12/2019 3:41 PM 38 4.22 Source:WEB Comments:Used initiative to assist and provide all information.Wicheryl was very helpful.I told her I lost my ticket and she patiently walked me through the steps of getting that resolved.She even had someone come over and help me.Contacted staff member: Wicheryl 1420 17th Street and Meridian Court Wilma 1/14/2019 8:25 PM 44 4.89 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Contacted staff member:Wilma 1311 17th Street and Meridian Court Esteban 1/16/2019 12:28 PM 43 4.78 Source:WEB Comments:not friendly,sounded distracted.No pleasantry.Contacted staff member:Esteban 1430 17th Street and Meridian Court Maria 1/17/2019 12:55 AM 50 5.00 Source:WEB Comments:Felt valued and appreciated.Courteous and willing to provide assistance.Very nice.Contacted staff member:Maria 21 17th Street and Meridian Court Ian 1/18/2019 8:27 PM 43 4.78 Source:WEB Comments:Did not know about garage flat rates.Professional.Patient-took time to answer questions.Contacted staff member:Ian 5/1/2019 11:30:57 AM Page 8 of 30 MI AM I B EACH Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 17th Street and Meridian Court 2773 17th Street and Meridian Court Raul 1/20/2019 11:57 AM 45 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.The attendant was friendly and helpful.Gave me instructions on where to find the jewelry show at the convention center and how to get there.Very friendly and helpful.Contacted staff member:Raul 1423 17th Street and Meridian Court Wilma 1/21/2019 5:18 PM 45 5.00 Source:WEB Comments:Cheerful.Patient-took time to answer questions.Friendly and professional.Contacted staff member:Wilma 2774 17th Street and Meridian Court Jackie 1/26/2019 4:25 AM 45 5.00 Source:WEB Comments:Friendly and professional.Jackie answered the question of how to print a receipt at the ticket machine.She also wished me a safe drive and a good night.Jackie is pleasant and courteous.Contacted staff member:Jackie 2781 17th Street and Meridian Court Jovani 1/27/2019 4:28 PM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Jovani was helpful in determining whether it was a flat rate or hourly. He was helpful and said thank you and wish me a good day.Contacted staff member:Jovani 1426 17th Street and Meridian Court Esteban 1/28/2019 8:17 AM 45 5.00 Source:WEB Comments:Friendly and professional.The agent gave me the phone number for the Parking department,the address,and also the business hours for obtaining an access card.He was very polite and used the word ma'am.Thanked me and told me to have a good day.Contacted staff member:Esteban 2789 17th Street and Meridian Court Maria 1/31/2019 12:48 PM 45 5.00 Source:WEB Comments:Friendly and professional.Used initiative to assist and provide all information.Contacted staff member:Maria 2784 17th Street and Meridian Court Mark 2/3/2019 8:20 PM 50 5.00 Source:WEB Comments:Friendly and professional.Mark was at the exit and helped me with the payment process.He wished me a good night. He was smiling and polite.Very nice experience.Contacted staff member:Mark 2801 17th Street and Meridian Court Jackie 2/4/2019 4:16 AM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.The attendant was cheerful and helpful and patient with my question.She told me what to do if I had lost my ticket.She said I would need a registration and a driver's license and to put it in the blue box at the exit.She also advised it would be$20 a day.She told me to be safe and have a good day.Contacted staff member:Jackie 2804 17th Street and Meridian Court Oscar 2/5/2019 10:51 PM 39 4.33 Source:WEB Comments:Friendly and professional.Oscar was very helpful.He is very knowledgeable and positive.He provided me with extra helpful information for the future. Contacted staff member:Oscar 2783 17th Street and Meridian Court Angel 2/12/2019 12:57 AM 50 5.00 Source:WEB Comments:Really nice and seemed willing to help.Felt valued and appreciated.Contacted staff member:Angel 2798 17th Street and Meridian Court Angel 2/12/2019 1:02 AM 50 5.00 Source:WEB Comments:Courteous and willing to provide assistance.Felt valued and appreciated.Friendly and professional.Contacted staff member:Angel 2787 17th Street and Meridian Court Miguel 2/13/2019 8:17 PM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.At the exit while I was walking and asked if I could pay cash.He directed me to the ticket bursers by the elevators and said I could pay cash at those.Then he wish me a good night.Contacted staff member:Miguel 2794 17th Street and Meridian Court Wilma 2/14/2019 8:30 AM 50 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Cheerful.Contacted staff member:Wilma 2791 17th Street and Meridian Court ldy 2/17/2019 12:14 PM 50 5.00 Source:WEB Comments:Friendly and professional.Idy was at the exit and I asked if I pay on the way out or in advance.She told me to pay at the exit.She advised me to pay with cash at one of the ticket machines or with credit card at the exit. Very polite and helpful.Contacted staff member:Idy 2792 17th Street and Meridian Court Maria 2/20/2019 4:56 PM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Very friendly.Professional.Contacted staff member:Maria ""38 17th Street and Meridian Court Jovani 2/23/2019 3:17 PM 45 5.00 Source:WEB Comments:Friendly and professional.I asked Jovanni if there was a flat rate here later today.He advised there was not a flat rate at this garage.He thanked me and wished me a good day.Contacted staff member:Jovani 5/1/2019 11:30:57 AM Page 9 of 30 v 1 I At V t I B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 17th Street and Meridian Court 3512 17th Street and Meridian Court Melissa 2/26/2019 9:00 AM 42 4.20 Source:WEB Comments:Used initiative to assist and provide all information.Melissa was very helpful.She is very knowledgeable of the area. She was very respectful and took the time to help me.She offered a lot of information and was very kind.Contacted staff member: Melissa 3501 17th Street and Meridian Court Lorie 2/28/2019 8:17 PM 45 5.00 Source:WEB Comments:Friendly and professional.Lori through the call button on the ticket machine.I asked Lorie if I could pay by credit card at this machine.She proceeded to help me locate the credit card slot and assisted me through the transaction.She thanked me and wished me a good night.She was very polite and helpful.Contacted staff member:Lorie 3527 17th Street and Meridian Court Wilma 3/4/2019 8:21 PM 45 5.00 Source:WEB Comments:Friendly and professional.Reached Wilma through the bully box at the exit.I asked her what time the garage closes, and she responded with we are 24 hours ma'am we don't close.She was friendly,polite and helpful.Contacted staff member:Wilma 3527 17th Street and Meridian Court Wilma 3/4/2019 8:21 PM 45 5.00 Source:WEB Comments:Friendly and professional.Reached Wilma through the bully box at the exit.I asked her what time the garage closes, and she responded with we are 24 hours ma'am we don't close.She was friendly,polite and helpful.Contacted staff member:Wilma 4079 17th Street and Meridian Court Reshirley 3/5/2019 5:17 PM 45 5.00 Source:WEB Comments:Friendly and professional.Cheerful.Contacted staff member:Reshirley 3526 17th Street and Meridian Court Esteban 3/9/2019 12:19 AM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.I met Esteban at the exit of the garage.He was helping the car in front of me with his credit card very patient and helpful.When I pulled up he offered to help me as well.He's very nice and polite. Contacted staff member:Esteban 3504 17th Street and Meridian Court Maria 3/10/2019 12:27 PM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Maria greeted me with great big smile,and asked if her assistance was needed.Provided all information requested.Displayed outstanding customer service.Pleasant experience. Contacted staff member:Maria 19 17th Street and Meridian Court Ida 3/12/2019 12:26 PM 44 4.89 Source:WEB Comments:Professional.Could sound a bit more friendly.Patient-took time to answer questions.Contacted staff member:Ida 4076 17th Street and Meridian Court Giovanni 3/14/2019 1:01 AM 50 5.00 Source:WEB Comments:Courteous and willing to provide assistance.Took his time to listen to my issues and provide solutions.Contacted staff member:Giovanni 4078 17th Street and Meridian Court Eddie 3/14/2019 3:47 PM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.I met him by the ticket machine at the entrance.I aked if the elevator was out of order.He said it wasn't working yesterday.He guided me to the other elevators and apologized.Contacted staff member:Eddie 4075 17th Street and Meridian Court Maria 3/15/2019 5:10 PM 42 4.20 Source:WEB Comments:Patient-took time to answer questions.Maria was very helpful.She was in the garage helping every one.She was very knowledgeable and confident.She is very approachable.Contacted staff member:Maria 4085 17th Street and Meridian Court Fernando 3/16/2019 4:26 PM 41 4.10 Source:WEB Comments:Courteous and willing to provide assistance.Fernando was helping out a long line of people and he was patient.He got through everybody's issues with no trouble.He was very knowledgeable and friendly towards everyone.Contacted staff member: Fernando 4081 17th Street and Meridian Court Esteban 3/17/2019 4:24 PM 48 4.80 Source:WEB Comments:Professional.Patient-took time to answer questions.No Contacted staff member:Esteban 4080 17th Street and Meridian Court Oscar 3/19/2019 8:24 PM 50 5.00 Source:WEB Comments:professional and friendly.Patient-took time to answer questions.Contacted staff member:Oscar 4077 17th Street and Meridian Court Esteban 3/25/2019 8:50 AM 45 5.00 Source:WEB Comments:Friendly and professional.Esteban greeted me with a welcoming tone,and asked if I needed assistance.Willing to provide assistance.Contacted staff member:Esteban 4082 17th Street and Meridian Court Raul 3/26/2019 5:32 PM 50 5.00 Source:WEB Comments:Friendly and professional.Greeted me with a friendly voice and asked how he could help me.I asked what the hourly rate was and he advised it was$2 an hour.And I asked about a flat rate and he advised that garage did not have one but the one next to it did.It was very polite and friendly.Contacted staff member:Raul 5/112019 11:30:57 AM Page 10 of 30 • MIAMI BEACH Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 17th Street and Meridian Court 4083 17th Street and Meridian Court Esteban 3/27/2019 7:27 AM 45 5.00 Source:WEB Comments:Courteous and willing to provide space assistance.I met Esteban on the call button at the ticket machine.The ticket machine was not accepting my ticket so I asked him if he could help me.He advised me to go to the exit and go to the ticket machine at the exit.He is very polite and helpful.Contacted staff member:Esteban 4086 17th Street and Meridian Court Esteban 3/28/2019 1:18 PM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Professional.Contacted staff member:Esteban 4087 17th Street and Meridian Court Eddy 3/31/2019 11:30 AM 50 5.00 Source:WEB Comments:Friendly and professional.I was with the attendant at the exit.She offered to help me with the ticket and smiled and thanked me and wished me a good day.She's very friendly and polite.Contacted staff member:Eddy Number of Shopping Experiences by Method: 44 Avg Score Sum: 214.9 7 Number of Reshopping Experiences by Method: 0 Average: 4.89 Number of Division Shopping Experiences: 44 Avg Score Sum: 214.9 7 Number of Division Reshopping Experiences: 0 Average: 4.89 Garage - 17th Street and Pennsylvania SHOPPING METHOD-In Person-Garage 1236 17th Street and Pennsylvania Raul 1/4/2019 4:50 PM 44 4.89 Ave Source:WEB Comments:Patient-took time to answer questions.Friendly.Professional.Called the central cashier,and he answered without a greeting.Contacted staff member:Raul 1840 17th Street and Pennsylvania Jonathan 1/6/2019 1:19 AM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Jonathan checked the lost and found for me.He advised my item was not turned in.He was very nice and wished me a good night.Contacted staff member:Jonathan t1 17th Street and Pennsylvania Esteban 1/9/2019 8:45 AM 45 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Patient-took time to answer questions.Spot on. Professional.Contacted staff member:Esteban 1577 17th Street and Pennsylvania Steve 1/11/2019 1:04 AM 50 5.00 Source:WEB Comments:Felt valued and appreciated.Very nice and willing to provide assistance.Contacted staff member:Steve 1449 17th Street and Pennsylvania Marie 1/12/2019 3:49 PM 40 4.00 Ave Source:WEB Comments:Friendly and professional.I believe the attendant said her name was Marie.We had a little trouble communicating at first,but we worked through it.She did her best to help me out.It was a positive experience.Contacted staff member:Marie 1310 17th Street and Pennsylvania Wilma 1/14/2019 8:43 PM 45 5.00 Ave Source:WEB Comments:Friendly and professional.Speaks clearly.Patient-took time to answer questions.Contacted staff member:Wilma 1330 17th Street and Pennsylvania Esteban 1/16/2019 12:51 PM 42 4.67 Ave Source:WEB Comments:Did not have a welcoming tone.Answered my question but did not provide additional information.No pleasantry. Contacted staff member:Esteban 1445 17th Street and Pennsylvania Steve 1/17/2019 12:58 AM 50 5.00 Ave Source:WEB Comments:Extremely nice and informative.Contacted staff member:Steve 1627 Laura 1/18/2019 8:51 PM 45 5.00 Source:WEB Comments:Courteous and willing to provide assistance.Friendly and professional.Contacted staff member:Laura 1313 17th Street and Pennsylvania Oscar 1/19/2019 10:26 PM 45 5.00 Ave Source:WEB Comments:Patient-took time to answer questions.Oscar was precise,and described his answers to my questions.Very knowledgeable.Contacted staff member:Oscar ?3 17th Street and Pennsylvania Lucy 1/20/2019 8:31 AM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.The ticket machine was not working and I called for assistance.Lucy suggested I use the ticket machine right next to the one I was using to see if it would complete the transaction.She also advised me to call her back if it wasn't working.She was very helpful and polite.Contacted staff member:Lucy 5/112019 11:30:57 AM Page 11 of 30 • MIAMI B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 17th Street and Pennsylvania 2837 17th Street and Pennsylvania Wilma 1/21/2019 4:54 PM 45 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member:Wilma 1576 17th Street and Pennsylvania Jackie 1/26/2019 4:44 AM 45 5.00 Source:WEB Comments:Friendly and professional.Jackie answered my question about the flat rate parking and she gave me the hours that it's available.She was very helpful and courteous and she also wished me a good night.Contacted staff member:Jackie 2815 17th Street and Pennsylvania B.Koss 1/27/2019 4:30 PM 50 5.00 Source:WEB Comments:Exceptional service.B Koss is standing at the exit assisting each car with their ticket. He was friendly and informative.I asked him if I paid at the ticket machine on the first floor if I would have enough time to exit without another charge due to the amount of volume of cars trying to exit.He assured me there's plenty of time and the line is moving quickly and he was very friendly and offered for me to pay at the exit.Contacted staff member:B.Koss 2831 17th Street and Pennsylvania Esteban 1/28/2019 8:49 AM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.The garage assistant was able to provide the information of the parking hours at the parking Department in a courteous and helpful manner.Esteban is a friendly and polite employee.Contacted staff member:Esteban 2809 17th Street and Pennsylvania Maria 1/31/2019 12:30 PM 43 4.78 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Contacted staff member:Maria 2822 17th Street and Pennsylvania John 2/3/2019 8:41 PM 45 5.00 Source:WEB Comments:Courteous and willing to provide assistance.I asked John about the flat rate for the garage and he advised we were not on a flat rate it was hourly,he also wished me a good night.Contacted staff member:John 2834 17th Street and Pennsylvania Jackie 2/4/2019 4:34 AM 45 5.00 Source:WEB Comments:Friendly and professional.Jackie is cheerful and friendly.She answered my questions and wish me a safe day. Contacted staff member:Jackie 3560 17th Street and Pennsylvania Oscar 2/5/2019 10:56 PM 39 4.33 Source:WEB Comments:Used initiative to assist and provide all information.Oscar is very patient and extremely knowledgeable.He is very eager to help and is friendly. Contacted staff member:Oscar 2842 17th Street and Pennsylvania Wilna 2/8/2019 12:43 PM 39 4.33 Source:WEB Comments:Friendly and professional.Wilma was very helpful.She provided me with a lot of needed information and she was very friendly.She listened and she was very patient.Contacted staff member:Wilna 2838 17th Street and Pennsylvania Betty 2/9/2019 4:30 PM 45 4.50 Source:WEB Comments:Friendly and professional.Saw her at the exit and she smiled right away and said hello.I asked her if the garage was a 24-hour garage and she responded with yes it is.She wished me a good day.Contacted staff member:Betty 2844 17th Street and Pennsylvania Lorie 2/13/2019 8:41 PM 45 5.00 Source:WEB Comments:Friendly and professional.I pressed the blue button while I was walking at the exit and I asked Lori if I can pay cash there.She directed me to the ticket machine at the exit to pay cash before I returned to my car.She was very polite and helpful and wished me a good night.Contacted staff member:Lorie 3533 17th Street and Pennsylvania Wilma 2/14/2019 8:49 AM 50 5.00 Source:WEB Comments:Felt valued and appreciated.Patient-took time to answer questions.Friendly and professional.Contacted staff member:Wilma 3530 17th Street and Pennsylvania Steve 2/17/2019 8:31 AM 50 5.00 Source:WEB Comments:Exceptional service.I met Steve at the exit while I was walking the garage.He was very friendly and asked me about my day.I asked him where the closest public restrooms were and he advised me to go to Starbucks on Lincoln.He is an exceptional customer service provider in a parking garage.We are lucky to have him working with our public.Contacted staff member:Steve 4055 17th Street and Pennsylvania Wilma 2/18/2019 3:46 PM 39 4.33 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Gave me proper instruction on the times and fees of parking.Contacted staff member:Wilma 4055 17th Street and Pennsylvania Wilma 2/18/2019 3:46 PM 39 4.33 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Gave me proper instruction on the times and fees of parking.Contacted staff member:Wilma '1647 17th Street and Pennsylvania Oscar 2/20/2019 5:12 PM 45 5.00 Source:WEB Comments:Professional.Patient-took time to answer questions.Contacted staff member:Oscar 511/2019 11:30:57 AM Page 12 of 30 • MIAMI B CAL H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 17th Street and Pennsylvania 3549 17th Street and Pennsylvania Maria 2/23/2019 12:22 PM 43 4.78 Source:WEB Comments:Friendly and professional.I asked Maria if this was a 24-hour garage,she replied with"yes it is". She didn't ask if there was anything else she could help me with that's the only reason I didn't give her an extremely positive.Maria was very nice and polite.Contacted staff member:Maria 3548 17th Street and Pennsylvania Estaban 2/26/2019 9:19 AM 38 4.22 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Estaban is very knowledgeable and helpful.He was very patient.He did not hesitate to help and he provided accurate information.Contacted staff member:Estaban 3552 17th Street and Pennsylvania Lorie 2/28/2019 8:37 PM 45 5.00 Source:WEB Comments:Friendly and professional.I reached Lori through the call button on the ticket machine on the exit floor.I asked Lorie if this was a 24-hour garage.She replied with"yes it is".She thanked me and wished me a good night.She was very polite and helpful.Contacted staff member:Lorie 3554 17th Street and Pennsylvania John 3/4/2019 8:46 PM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information. I reached John on the call button at the third level of the parking garage.I asked if I could get a receipt and he continued with walking me through the process of getting a receipt for my payment.He asked if there was anything else he could help me with and then he wished me a good night.John is very helpful,polite,and an asset to the city to deal with the public.Contacted staff member:John 3555 17th Street and Pennsylvania Reshirley 3/5/2019 5:36 PM 45 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Asked if she could help with anything else.Contacted staff member:Reshirley 4057 17th Street and Pennsylvania Oscar 3/6/2019 5:20 PM 45 5.00 Source:WEB Comments:Friendly and professional.I met Oscar through the call button.I asked him what time the garage closes.He advised they're 24 hours and he thanked me and wished me a good day.Contacted staff member:Oscar 4058 17th Street and Pennsylvania Wilma 3/7/2019 12:54 PM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Contacted staff member:Wilma --57 17th Street and Pennsylvania Jonathan 3/9/2019 12:44 AM 45 5.00 Source:WEB Comments:Friendly and professional.I reached Jonathan through the call button at the ticket machine.I asked him what time the garage closed.He advised that it was 24 hours and asked if I had any other questions and then he wished me a good night.He was very polite and helpful.Contacted staff member:Jonathan 3556 17th Street and Pennsylvania Steve 3/10/2019 12:55 PM 48 4.80 Source:WEB Comments:Used initiative to assist and provide all information.Steve was very alert and acknowledged me immediately. Knowledgeable,and quick to answer.Did not smile.Contacted staff member:Steve 4056 17th Street and Pennsylvania Maria 3/12/2019 12:46 PM 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.A little confusing in beginning,but explained clearly in detail.Contacted staff member:Maria 4063 17th Street and Pennsylvania Steve 3/14/2019 1:04 AM 50 5.00 Source:WEB Comments:Extremely friendly and nice.Welcoming attitude.Felt valued and appreciated.Contacted staff member:Steve 4067 17th Street and Pennsylvania Wilna 3/14/2019 12:30 PM 43 4.78 Source:WEB Comments:Courteous and willing to provide assistance.I was able to reach Wilna through the call button on the ticket machine.I asked for assistance with a receipt.She walked me through the process waited for me to get my receipt and then thanked me and wished me a good day.She's very polite and helpful.Contacted staff member:Wilna 4065 17th Street and Pennsylvania Bianca 3/15/2019 5:43 PM 42 4.20 Source:WEB Comments:Friendly and professional.Bianca was very nice to talk to.She was patient and took the time to answer questions for everyone.She was very knowledgeable with events going on in the city,and provided me with needed information.Contacted staff member:Bianca 4068 17th Street and Pennsylvania Betty 3/16/2019 4:49 PM 42 4.20 Source:WEB Comments:Patient-took time to answer questions.Betty was very helpful.She informed me of the events that are going on in the area and of the changes that are happening.She was very patient and knowledgeable.Contacted staff member:Betty 4061 17th Street and Pennsylvania Denise 3/17/2019 4:45 PM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Cheerful.Contacted staff member:Denise 59 17th Street and Pennsylvania ReShirley 3/19/2019 8:50 PM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Used initiative to assist and provide all information.Cheerful voice.Contacted staff member:ReShirley 5/112019 11:30:57 AM Page 13 of 30 • MIAMI B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# ' RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 17th Street and Pennsylvania 4072 17th Street and Pennsylvania ReShirley 3/20/2019 5:49 PM 45 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Used initiative to assist and provide all information. Contacted staff member:ReShirley 4064 17th Street and Pennsylvania Maria 3/22/2019 1:00 PM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.I reached Maria on the call button on the ticket machine.I asked her what time the garage closes tonight.Maria responded with we are open 24 hours,we do not close.Maria thanked me and wish me a good day,she was very polite and helpful.Contacted staff member:Maria 4060 17th Street and Pennsylvania Esteban 3/25/2019 9:08 AM 45 5.00 Source:WEB Comments:Friendly and professional.Esteban provided great customer service.Answered all questions correctly and explained every option.Very professional. Contacted staff member:Esteban 4070 17th Street and Pennsylvania Raul 3/26/2019 5:35 PM 45 5.00 Source:WEB Comments:Friendly and professional.I reached Raul through the call button at the ticket machine and asked him when the flat rate was over for today.He advised it was ending at midnight and it started at 5 p.m.he asked if I needed any other information and then he wished me a good day.Contacted staff member:Raul 4062 17th Street and Pennsylvania John 3/27/2019 4:21 AM 45 5.00 Source:WEB Comments:Friendly and professional.I reach John through the call button at the ticket machine.I asked him what time the parking Department opened.He advised me it was 8 a.m.and he asked if he could answer any of the questions and then he wished me a good day.John is friendly and helpful.Contacted staff member:John 4074 17th Street and Pennsylvania Esteban 3/28/2019 1:34 PM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Professional.Patient-took time to answer questions.Contacted staff member:Esteban 4073 17th Street and Pennsylvania ReSharley 3/31/2019 8:25 AM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Through the call button on the ticket machine.I asked where the closest ATM was and she replied with the directions and the location.She thanked me and wished me a good day.She was polite and helpful. Contacted staff member:ReSharley Number of Shopping Experiences by Method: 50 Avg Score Sum: 242.1 4 Number of Reshopping Experiences by Method: 0 Average: 4.84 Number of Division Shopping Experiences: 50 Avg Score Sum: 242.1 4 Number of Division Reshopping Experiences: 0 Average: 4.84 Garage - 18th Street and Meridian SHOPPING METHOD-In Person-Garage 1442 18th Street and Meridian Ave Raul 1/4/2019 5:16 PM 44 4.89 Source:WEB Comments:No greeting.Friendly.Professional.Patient-took time to answer questions.Contacted staff member:Raul 1827 18th Street and Meridian Jackie 1/6/2019 12:49 AM 45 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.I asked about lost and found for the garage.Jackie offered her assistance to check their found items for a bracelet.She didn't have any bracelets turned in.Apologized and wished me a safe night.Jackie is very pleasant.Contacted staff member:Jackie 1409 18th Street and Meridian Ave Esteban/Oscar 1/9/2019 9:13 AM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Patient-took time to answer questions.Friendly and professional. Helped me out with a lost ticket.Contacted staff member:Esteban/Oscar 1227 18th Street and Meridian Ave Giovanni 1/11/2019 1:05 AM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Patient&friendly.Contacted staff member:Giovanni 2879 18th Street and Meridian Wicheryl 1/12/2019 5:52 PM 38 4.22 Source:WEB Comments:Used initiative to assist and provide all information.Wicheryl was once again very helpful.She is very professional and she goes out of her way to help.Contacted staff member:Wicheryl --52 18th Street and Meridian Wilma 1/14/2019 9:06 PM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Contacted staff member:Wilma 5/1/2019 11:30:58 AM Page 14 of 30 • MIAMI B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 18th Street and Meridian 2867 18th Street and Meridian Esteban 1/16/2019 1:13 PM 44 4.89 Source:WEB Comments:Did not feel friendly,but was professional though.Courteous and willing to provide assistance.Contacted staff member: Esteban 2857 18th Street and Meridian Giovanni 1/17/2019 1:00 AM 50 5.00 Source:WEB Comments:Friendly and professional.Courteous and willing to provide assistance.Contacted staff member:Giovanni 2858 18th Street and Meridian Raul 1/18/2019 9:08 PM 44 4.89 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Did not thank me at the end of the conversation. Contacted staff member:Raul 2870 18th Street and Meridian Giovanni 1/19/2019 10:07 PM 45 5.00 Source:WEB Comments:Courteous and willing to provide assistance.Giovanni was very pleasant.Took time to describe his answer.Asked if understood.Contacted staff member:Giovanni 3576 18th Street and Meridian Lucy 1/20/2019 9:04 AM 45 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.I asked Lucy what event was going on in the City.She replied with the jewelry show at the convention center and on Ocean Drive Art Deco.She was very helpful and polite.Contacted staff member:Lucy 2878 18th Street and Meridian Wilma 1/21/2019 5:40 PM 45 5.00 Source:WEB Comments:Friendly,cheerful.Professional.Used initiative to assist and provide all information.Contacted staff member:Wilma 3574 18th Street and Meridian Jackie 1/26/2019 5:05 AM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Jackie assisted me with my question of the parking pass for the monthly rate.She gave me the phone number and took time to wait for me to find a pen.Wished me a good night.She was very polite and helpful.Contacted staff member:Jackie 3567 18th Street and Meridian Raul 1/27/2019 7:50 PM 45 5.00 Source:WEB Comments:Friendly and professional.The attendant answered my question of the flat rate being$15 for the 18th Street Garage because of the antique show.He was very helpful and friendly.Contacted staff member:Raul d1 18th Street and Meridian Ida 1/28/2019 9:11 AM 45 5.00 Source:WEB Comments:Courteous and willing to provide assistance.I asked Ida if a wallet had been turned into lost and found from last night. She took the time to check and responded with an apology and that nobody had turned one in.She was very friendly professional and helpful.Contacted staff member:Ida 3587 18th Street and Meridian Maria/ReShirley 1/31/2019 1:06 PM 45 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member:Maria/ReShirley 3592 18th Street and Meridian Richraley 2/3/2019 9:01 PM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.I pressed the call button on the ticket machine and it didn't make a sound so I went to the next ticket machine and pressed it again.Richraley came out of the office and asked if she could help me. She apologized for the intercom not working.I asked her if the parking garage was 24 hours and she advised me it was and that there's somebody in the office 24 hours.There is also a security guard on duty.She asked if I needed anything else and wished me a good night.Contacted staff member:Richraley 3578 18th Street and Meridian Jackie 2/4/2019 4:56 AM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.I met Jackie in person when I went to the office to see if anyone had turned in a wallet.She searched her desk and came back with a pen and paper and asked for the name and she gave me her name and number and instructions to call before we came and they would check again.She was very helpful and apologetic that no one had turned in a wallet.Jackie is an excellent customer service representative for the city.Contacted staff member: Jackie 4098 18th Street and Meridian Wilma 2/8/2019 1:03 PM 42 4.20 Source:WEB Comments:Used initiative to assist and provide all information.Wilma was very friendly and knowledgeable.She was very positive and willing to help by providing accurate information.Contacted staff member:Wilma 4101 18th Street and Meridian Jovani 2/9/2019 4:56 PM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.I went to the attendant in the garage and Jovani met me and asked if he could help me.I asked about the parking pass.He advised I would need to come back on Monday through Friday and the office for the parking pass was right around the corner and he pointed to where I needed to go,which was right out the door to find them.He also provided the telephone number for the office.Jovani is very nice and helpful.Contacted staff member:Jovani 4102 18th Street and Meridian Jonathan 2/12/2019 1:03 AM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Courteous and willing to provide assistance.Contacted staff member:Jonathan 5/1/2019 11:30:58 AM Page 15 of 30 M I AM I B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 18th Street and Meridian 4104 18th Street and Meridian Lorie 2/13/2019 9:00 PM 45 5.00 Source:WEB Comments:Friendly and professional. I asked attendant at what time the garage closes.Lorie responded"it is open 24 hours."She thanked me and wish me a good night.Contacted staff member:Lorie 4100 18th Street and Meridian Wilma/Esteban 2/14/2019 9:30 AM 42 4.67 Source:WEB Comments:Patient-took time to answer questions.Friendly but towards the end she seemed a bit agitated.Professional.Esteban helped with cash transaction.Contacted staff member:Wilma/Esteban 4097 18th Street and Meridian Richraley 2/17/2019 8:55 AM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.I went to the office to ask where the closest public restroom was to the garage.I met Richraley and she came out to talk to me.She directed me to Soundscape for the closest public restrooms as Macy's doesn't open till noon.She was very polite and helpful.Contacted staff member:Richraley 4103 18th Street and Meridian Maria 2/20/2019 5:32 PM 45 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:Maria 4107 18th Street and Meridian Maria 2/23/2019 12:45 PM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.I asked Maria if there was going to be a flat rate tonight at that garage.She wasn't sure but she asked another co-worker and came back to me with the response of"no,there's not a flat rate tonight".Maria also wished me a good day.Contacted staff member:Maria 4105 18th Street and Meridian Ida 2/26/2019 12:03 PM 42 4.20 Source:WEB Comments:Used initiative to assist and provide all information.Ida was very helpful.She was very knowledgeable and willing to help.She answered my questions and walked me through each step.She was very patient and nice.Contacted staff member:Ida 4108 18th Street and Meridian Lorie 2/28/2019 9:05 PM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.I met Lorie at the office in the garage.I asked her for an application for a parking pass.She told me I would need to go to parking during business hours and she guided me through the doorway I need to reach them.She also gave me a phone number so I could call ahead of time.Lorie was very helpful and polite. Contacted staff member:Lorie )6 18th Street and Meridian John 3/4/2019 9:13 PM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.I went to the office and knocked on the window to ask for help getting a receipt.John came out very polite,smiling and willing to help.He walked with me over to the ticket machine and asked him if the intercom was working.He tested it and it didn't seem to be working.He said he would check on it.He assisted me with the receipt and then he wished me a good night.Excellent customer service.Contacted staff member:John 4110 18th Street and Meridian Giovani 3/5/2019 6:02 PM 45 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer question.Used initiative to assist and provide all information. Initially waiting for someone to pickup.Male got on and told central to hold on,waited a minute or two,then Giovani got on.Rest of experience was great.Contacted staff member:Giovani 4114 18th Street and Meridian Oscar 3/6/2019 4:58 PM 50 5.00 Source:WEB Comments:Friendly and professional.I met Oscar at the office.I asked him if there was a flat rate today for the event.He said no it was hourly.He said$2 per hour for the first 4 hours. He was nice anf helpful.Contacted staff member:Oscar 4113 18th Street and Meridian Wilma 3/7/2019 12:40 PM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Cheerful.Contacted staff member:Wilma 4109 18th Street and Meridian Jonathan 3/9/2019 1:04 AM 45 5.00 Source:WEB Comments:Friendly and professional.I reached Jonathan through the call button at the ticket machine.I asked about the hourly rate and he advised it was$2 an hour for the first 4 hours.He asked if I had any other questions and then he wished me a good night. Contacted staff member:Jonathan 4099 18th Street and Meridian Raul 3/10/2019 1:11 PM 42 4.20 Source:WEB Comments:Felt valued and appreciated.Raul did not greet.Asked if he could help,and answered all my questions.Contacted staff member:Raul 4112 18th Street and Meridian Ida 3/12/2019 1:11 PM 40 4.44 Source:WEB Comments:Patient-took time to answer questions.Professional.Did not answer clearly,gets mixed up easily.Contacted staff member:Ida 4116 18th Street and Meridian Giovanni 3/14/2019 1:05 AM 50 5.00 Source:WEB Comments:Courteous and willing to provide assistance.Very knowledgeable.Contacted staff member:Giovanni 15 18th Street and Meridian Wilna 3/14/2019 12:57 PM 50 5.00 Source:WEB Comments:Friendly and professional.I reached Wilna on the call button at the ticket machine.I asked Wilna if the garage closed she advised all the city garages are open 24 hours everyday.She was friendly and helpful.Contacted staff member:Wilna 5/1/2019 11:30:58 AM Page 16 of 30 • v t I AM I B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 18th Street and Meridian 4111 18th Street and Meridian Ida 3/15/2019 6:42 PM 38 4.22 Source:WEB Comments:Courteous and willing to provide assistance.Ida was very professional and knowledgeable.She knew all the information to provide and she was very patient.Contacted staff member:Ida 4111 18th Street and Meridian Ida 3/15/2019 6:42 PM 38 4.22 Source:WEB Comments:Courteous and willing to provide assistance.Ida was very professional and knowledgeable.She knew all the information to provide and she was very patient.Contacted staff member:Ida 4172 18th Street and Meridian ReShirley 3/19/2019 9:14 PM 45 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Friendly and professional.Contacted staff member: ReShirley 4169 18th Street and Meridian ReShirley 3/20/2019 6:16 PM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Contacted staff member:ReShirley 4174 18th Street and Meridian Wilna 3/22/2019 3:15 PM 45 5.00 Source:WEB Comments:Friendly and professional.I reached Wilma through the call button on the ticket machine.I asked for help with a receipt. She guided me through the process and wished me a good day.She was very polite and helpful.Contacted staff member:Wilna 4165 18th Street and Meridian Esteban 3/25/2019 8:33 AM 45 5.00 Source:WEB Comments:Friendly and professional.Esteban was very professional,outspoken,and polite.Genuinely interested in helping. Excellent experience.Contacted staff member:Esteban 4178 18th Street and Meridian Raul 3/26/2019 5:20 PM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.I met Raul at the office in the garage.He greeted me right away when I walked up and asked if he could help me.I asked him if it was a flat rate today for the event.He went to check and he came back and advised me that the flat rate would be at the Pennsylvania garage and gave me instructions on how to get there. asked him if the parking lot across from the convention center was okay to park in,and he advised he wasn't sure he thought it was just for construction workers and private events and I might get a ticket if I park in there.He wished me a good day.Contacted staff member:Raul -70 18th Street and Meridian John 3/27/2019 4:43 AM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.I reached down through the call button on the ticket machine.I asked what time the garage closes and he advised it was 24 hours.He thanked me and wished me a good night.John is polite and helpful. Contacted staff member:John 4168 18th Street and Meridian Maria 3/28/2019 1:10 PM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Felt valued and appreciated.Contacted staff member:Maria 4167 18th Street and Meridian Resharley 3/31/2019 9:18 AM 45 5.00 Source:WEB Comments:Friendly and professional.I reached the attendant through the call button on the ticket machine.I asked what the rate was for the garage.She advised it was$2 per hour.She thanked me and wished me a good day.She was friendly and helpful. Contacted staff member:Resharley Number of Shopping Experiences by Method: 47 Avg Score Sum: 229.0 4 Number of Reshopping Experiences by Method: 0 Average: 4.87 Number of Division Shopping Experiences: 47 Avg Score Sum: 229.0 4 Number of Division Reshopping Experiences: 0 Average: 4.87 Garage - 1900 Bay Rd SHOPPING METHOD-In Person-Garage 1433 1900 Bay Rd,Sunset Harbour Esteban 1/4/2019 6:11 PM 44 4.89 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.No greeting.Contacted staff member:Esteban 1339 1900 Bay Rd,Sunset Harbour Susannah 1/6/2019 2:02 AM 50 5.00 Source:WEB Comments:Friendly and professional.Susannah was apologetic for my loss.She assured me no one had turned in any bracelets. Genuine and friendly.Contacted staff member:Susannah "70 1900 Bay Rd Esteban 1/9/2019 10:14 AM 45 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member:Esteban 5/1/2019 11:30:58 AM Page 17 of 30 • MAIM I B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 1900 Bay Rd 1436 1900 Bay Rd,Sunset Harbour Giovanni 1/11/2019 1:54 AM 45 5.00 Source:WEB Comments:Courteous and willing to provide assistance.Felt valued and appreciated.Contacted staff member:Giovanni 1334 1900 Bay Rd,Sunset Harbour Karina 1/12/2019 6:04 PM 42 4.20 Source:WEB Comments:Used initiative to assist and provide all information.Karina was very nice.She was knowledgeable.She had no problems answering any questions and she had a positive attitude.Contacted staff member:Karina 2889 1900 Bay Rd Wilma 1/14/2019 10:06 PM 45 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:Wilma 1395 1900 Bay Rd Mackinson/Oscar 1/16/2019 2:21 PM 49 4.90 Source:WEB Comments:Friendly and professional.Could not pay at the office,had to get back in the car and go down to the entrance.Patient- took time to answer questions.Contacted staff member:Mackinson/Oscar 1509 1900 Bay Rd,Sunset Harbour Jonathan 1/17/2019 1:46 AM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Patient-took time to answer questions.Courteous and willing to provide assistance.Contacted staff member:Jonathan 2888 1900 Bay Rd Laura 1/18/2019 10:09 PM 44 4.89 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Did not thank me at the end of the conversation. Contacted staff member:Laura 1244 1900 Bay Rd Solet 1/19/2019 9:14 PM 45 4.50 Source:WEB Comments:Felt valued and appreciated.Solet greeted me and provided instructions.Very knowledgeable,but did not smile. Contacted staff member:Solet 1350 1900 Bay Rd,Sunset Harbour Woodshirley 1/20/2019 9:57 AM 45 5.00 Source:WEB Comments:Friendly and professional.The attendant answered my questions.She was very polite and friendly.Contacted staff member:Woodshirley 96 1900 Bay Rd Wilma 1/21/2019 6:45 PM 45 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member:Wilma 1332 1900 Bay Rd Susannah 1/26/2019 5:47 AM 50 5.00 Source:WEB Comments:Friendly and professional.I met Susannah at the exit lane.She was very helpful,courteous,friendly and wished me a good day.Contacted staff member:Susannah 2890 1900 Bay Rd Susannah 1/27/2019 5:55 PM 50 5.00 Source:WEB Comments:Friendly and professional.Susannah helped me with my ticket and helped me to get a receipt.She was very polite, friendly,and professional.Contacted staff member:Susannah 1574 1900 Bay Rd Esteban 1/28/2019 9:58 AM 45 5.00 Source:WEB Comments:Friendly and professional.I advised Esteban that two ticket machines were out of order on one side of the parking garage.He thanked me for the information and advise me they've already been reported to be repaired.Esteban also wished me a good day.Contacted staff member:Esteban 2897 1900 Bay Rd Steve 1/28/2019 10:03 AM 50 5.00 Source:WEB Comments:Exceptional service.I met Steve at the ticket machine on the first floor and I didn't know he worked there.He was very polite friendly and was chit-chatting about the beautiful weather.I saw Steve on my way out at the exit and he introduced himself and walked to the exit to help me put the ticket in the machine.Said that he appreciated me as a customer.He wished me a good day. Steve is an excellent customer service assistant.Contacted staff member:Steve 2910 1900 Bay Rd Oscar 1/31/2019 3:46 PM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Friendly and professional.Very clear.Contacted staff member: Oscar 2901 1900 Bay Rd Susannah 2/3/2019 10:11 PM 50 5.00 Source:WEB Comments:Friendly and professional.The parking garage attendant was smiling when she approached and offered to help with my ticket at the exit.Susannah is friendly and helpful.Contacted staff member:Susannah 2902 1900 Bay Rd Jackie 2/4/2019 5:40 AM 45 5.00 Source:WEB Comments:Friendly and professional.I asked Jackie about the monthly parking pass and she said I would need to visit City Hall at the Meridian address and she believed it was Suite 200.She asked if I had any other questions.She was very friendly and polite and she wished me a safe day.Contacted staff member:Jackie 5/1/2019 11:30:58 AM Page 18 of 30 • MIAMI BEACH Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 1900 Bay Rd 2914 1900 Bay Rd Saray 2/5/2019 11:02 PM 43 4.30 Source:WEB Comments:Friendly and professional.Saray was very helpful and very patient.She stayed with me step by step to resolve my missing ticket issue.She looked very happy to help.She is very positive.Contacted staff member:Saray 3607 1900 Bay Rd Karina 2/8/2019 1:36 PM 42 4.20 Source:WEB Comments:Friendly and professional.Karina was very helpful and knowledgeable.She provided me with accurate answers and she was very patient.She is very positive.Contacted staff member:Karina 3593 1900 Bay Rd Oscar 2/9/2019 5:44 PM 45 5.00 Source:WEB Comments:Friendly and professional.Asked Oscar if the garage was a 24-hour garage.Oscar replied that it was a 24-hour garage he asked if there was anything else he could help me with and then thanked me and wished me a good day.Contacted staff member:Oscar 3602 1900 Bay Rd Jonathan 2/12/2019 1:55 AM 45 5.00 Source:WEB Comments:Courteous and willing to provide assistance.Patient-took time to answer questions.Contacted staff member:Jonathan 2912 1900 Bay Rd Steve 2/13/2019 9:39 PM 50 5.00 Source:WEB Comments:Exceptional service.I went to the office to ask about a parking pass a monthly pass.Steve directed me to go to Meridian to the parking office during the week Monday through Friday and I would be able to get one there.He also quoted approximately $107 a month.He is extremely nice,polite,considerate and helpful.He asked if he could help me with anything else and he wished me a good night.Steve is one of the friendliest garage attendants we have.Contacted staff member:Steve 3624 1900 Bay Rd Esteban 2/14/2019 10:27 AM 45 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Professional.Patient-took time to answer questions. Contacted staff member:Esteban 3595 1900 Bay Rd Richarley 2/17/2019 9:32 AM 45 5.00 Source:WEB Comments:Friendly and professional.I asked how long the garage was open.The attendant advised it was 24 hours a day. Contacted staff member:Richraley 3599 1900 Bay Rd Aide 2/18/2019 2:50 PM 38 4.22 Source:WEB Comments:Courteous and willing to provide assistance.Had a cheerful mood.Gave directions and provided the full garage policies. Made me feel understood,and answered all my questions.Contacted staff member:Aide 3600 1900 Bay Rd Lode 2/20/2019 6:33 PM 45 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member:Lode 3601 1900 Bay Rd Karina 2/23/2019 1:34 PM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.I met Karina at the office in the garage.I asked her if could get an application for the parking pass.She replied that I would need to go to parking at City Hall and she gave me the address and said I would need to go during business hours Monday through Friday.I asked her how much it was a month and she responded with approximately a hundred per month but,she thought there was a waiting list.She wished me a good day.Karina was very nice,polite and helpful.Contacted staff member:Karina 3603 1900 Bay Rd 1900 Bay Rd 2/26/2019 9:40 AM 27 2.70 Source:WEB Comments:Needed to persist to get information and answers.The gentleman looked like he was on break.He was on his phone. When I approached him,he put his phone down and acknowledged me but he was in a rush.I was not able to get his name. Contacted staff member:unknown 10113 1900 Bay Rd Sorret 50 5.00 3603 1 2/28/2019 Source:WEB Comments:Friendly and professional.At the office in the garage.I asked for an application for a parking pass and she provided the information,the address,and the hours of the parking Department.She thanked me and wished me a good night.She was very pleasant and helpful.Contacted staff member:Sorret 2913 1900 Bay Rd Mackinson 3/4/2019 9:57 PM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.At the office.I asked how much the monthly pass was. He advised that we need to go to the parking Department to apply for a pass he advised it was a hundred and$3 a month.He also asked me if I had the app on my phone and I replied yes.He said with the app I could save a dollar an hour at that parking garage.I just need to pay for the parking through the app.He was very polite,informative and helpful.He also wished me a good night. Contacted staff member:Mackinson 4119 1900 Bay Rd Reshirley/Maria 3/5/2019 6:30 PM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Contacted staff member:Reshirley/Maria 3613 1900 Bay Rd Steve 3/6/2019 7:17 PM 50 5.00 Source:WEB Comments:Exceptional service.I met Steve at the office at the garage.He is one of the nicest well mannered and helpful garage attendants in Miami Beach.He goes above and beyond every time I see him.Contacted staff member:Steve 5/1/2019 11:30:59 AM Page 19 of 30 • • MIAMI B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 1900 Bay Rd 4127 1900 Bay Rd Maria 3/7/2019 2:30 PM 45 5.00 Source:WEB Comments:Friendly and professional.Used initiative to assist and provide all information.Contacted staff member:Maria 3609 1900 Bay Rd Susannah 3/9/2019 1:58 AM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.I went up to the office and the parking garage and Susannah came out.She asked if she could help me and I asked if I could get a receipt for my cash payment.She got add me to the ticket machine and provided the information to get a receipt.She's very polite and helpful.Contacted staff member:Susannah 3611 1900 Bay Rd Saray 3/10/2019 2:09 PM 50 5.00 Source:WEB Comments:Friendly and professional.Saray greeted with a smile and asked if she could help.Thanked me for using the garage. Contacted staff member:Saray 4129 1900 Bay Rd Esteban 3/12/2019 2:19 PM 43 4.78 Source:WEB Comments:Patient-took time to answer questions.Professional and friendly.Contacted staff member:Esteban 3618 1900 Bay Rd Giovanni 3/14/2019 1:53 AM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Friendly and professional.Courteous and willing to provide assistance.Contacted staff member:Giovanni 4121 1900 Bay Rd Solet 3/16/2019 12:31 AM 42 4.20 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Solet was very knowledgeable and very respectful.She dropped everything she was doing to come and help me out.She provided valid information on the spot.She knew her work. Contacted staff member:Solet 4118 1900 Bay Rd Oscar 3/16/2019 5:28 PM 38 4.22 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Oscar is very patient and knowledgeable.He provided me with a lot of helpful information.He is very friendly and seems to really enjoy what he does.Contacted staff member:Oscar 4120 1900 Bay Rd Raul 3/17/2019 6:01 PM 44 4.89 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.No pleasantry.Contacted staff member:Raul . 22 1900 Bay Rd ReShirley 3/19/2019 9:41 PM 49 4.90 Source:WEB Comments:Friendly and professional.Answered my question and provided directions.Contacted staff member:ReShirley 4135 1900 Bay Rd ReShirley 3/20/2019 7:39 PM 45 5.00 Source:WEB Comments:Friendly and professional.Used initiative to assist and provide all information.Patient-took time to answer questions. Contacted staff member:ReShirley 4125 1900 Bay Rd Ida 3/22/2019 1:57 PM 45 5.00 Source:WEB Comments:Friendly and professional.I reached Ida on the call button on the ticket machine.I asked if the parking garage was 24 hours.She advised that all the city garages are 24 hours and asked if I needed any other help.She was very polite,friendly,and helpful.Contacted staff member:Ida 4117 1900 Bay Rd Steve 3/25/2019 10:01 AM 48 4.80 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Steve is extremely knowledgeable.Displayed true interest in assisting.Did not smile. Contacted staff member:Steve 4123 1900 Bay Rd Saray 3/26/2019 7:33 PM 50 5.00 Source:WEB Comments:Courteous and willing to provide assistance.I met the attendant while walking the garage.She was helping another customer.I observed the attendant helping the customer she was very patient polite and helpful.The customer did not have her ticket or her P card and could not get reception to use mobile parking.The customer told the attendant she would just use her ID in the blue box on the exit.The attendant I said Thank you and to have a good day.Contacted staff member:Saray 4124 1900 Bay Rd John 3/27/2019 5:28 AM 45 5.00 Source:WEB Comments:Friendly and professional.I reached John through the call button at the ticket machine.I asked what time the garage closes and he advised it's a 24-hour garage and he thanked me and wish me a good day.John is polite and helpful.Contacted staff member:John 4131 1900 Bay Rd Oscar 3/28/2019 3:18 PM 45 5.00 Source:WEB Comments:Friendly and professional.Used initiative to assist and provide all information.Contacted staff member:Oscar 5/1/2019 11:30:59 AM Page 20 of 30 MIAMI B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 1900 Bay Rd 4126 1900 Bay Rd Saray 3/31/2019 9:47 AM 50 5.00 Source:WEB Comments:Courteous and willing to provide assistance.I'm at the attendant in person at the garage.She smiled and said good morning and I asked her if the garage closes and what time it closes.She responded with no we don't close we are 24 hours.She thanked me and wished me a good day.As I was leaving she smiled and waved at me again.She's very polite and helpful. Contacted staff member:Saray Number of Shopping Experiences by Method: 50 Avg Score Sum: 241.5 9 Number of Reshopping Experiences by Method: 1 Average: 4.83 Number of Division Shopping Experiences: 50 Avg Score Sum: 241.5 9 Number of Division Reshopping Experiences: 1 Average: 4.83 Garage - 42nd Street and Sheridan SHOPPING METHOD-In Person-Garage 1821 42nd Street and Sheridan Maria 1/4/2019 5:47 PM 45 5.00 Source:WEB Comments:Friendly.Professional.Patient-took time to answer questions.Contacted staff member:Maria 1353 42nd Street and Sheridan Jonathan 1/6/2019 1:34 AM 45 5.00 Avenue Source:WEB Comments:Friendly and professional.Jonathan was pleasant and answered with a friendly attitude.Overall very nice experience. Contacted staff member:Jonathan 1255 42nd Street and Sheridan Oscar 1/9/2019 9:38 AM 45 5.00 Avenue 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.Patient-took time to answer questions.Contacted staff member:Oscar 1355 42nd Street and Sheridan Giovanni 1/11/2019 1:30 AM 50 5.00 Avenue Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member:Giovanni 1597 42nd Street and Sheridan Raul 1/12/2019 6:27 PM 45 5.00 Source:WEB Comments:Friendly and professional.Raul was patient and kind.He had no problem answering my questions and he answered them quickly.Never kept me waiting.Contacted staff member:Raul 1252 42nd Street and Sheridan Reshirley 1/14/2019 9:32 PM 45 5.00 Avenue Source:WEB Comments:Used initiative to assist and provide all information.Friendly and professional.Security showed up behind me at ticket box,and blew the horn for me to move on instead of seeing if I needed help.Contacted staff member:Reshirley 1372 42nd Street and Sheridan Oscar 1/16/2019 1:47 PM 45 5.00 Source:WEB Comments:Friendly,welcoming voice.Professional.Patient-took time to answer questions.Contacted staff member:Oscar 1833 42nd Street and Sheridan Giovanni 1/17/2019 1:22 AM 45 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:Giovanni 1356 42nd Street and Sheridan Laura 1/18/2019 9:31 PM 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:Laura 1374 42nd Street and Sheridan Oscar 1/19/2019 9:38 PM 45 5.00 Avenue Source:WEB Comments:Used initiative to assist and provide all information.Oscar was fast paced.His instructions were crisp and clear.Very helpful.Contacted staff member:Oscar 2927 42nd Street and Sheridan Jovani 1/20/2019 9:22 AM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.The attendant was helpful and polite and suggested I use the residential rate but he would need my driver's license.He was polite,knowledgeable and helpful.Contacted staff member:Jovani 2916 42nd Street and Sheridan Reshirley 1/21/2019 6:05 PM 45 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member:Reshirley 5/1/2019 11:30:59 AM Page 21 of 30 • M I AM I B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 42nd Street and Sheridan 1376 42nd Street and Sheridan Jackie 1/26/2019 5:28 AM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Jackie was pleasant and courteous and answered my question of the ticket machine not working,and she assisted me with moving to another machine and getting my receipt.Jackie is very pleasant and courteous and wished me a good night.Contacted staff member:Jackie 1352 42nd Street and Sheridan Sam 1/26/2019 6:17 AM 50 5.00 Avenue Source:WEB Comments:Used initiative to assist and provide all information.Sam was standing at the exit near the ticket machine.I asked Sam if it was a flat rate still even if I was just here for a little bit and he replied with let's try it.There was no charge and he wished me a good day.Sam was very approachable and helpful.Contacted staff member:Sam 2923 42nd Street and Sheridan Raul 1/27/2019 5:26 PM 45 5.00 Source:WEB Comments:Friendly and professional.I asked Raul about a parking pass and he instructed me where to go in the City to purchase one and their hours,and where they were located.He was very friendly and wished me a good day.Contacted staff member:Raul 2924 42nd Street and Sheridan John 2/3/2019 9:31 PM 45 5.00 Source:WEB Comments:Friendly and professional.I asked John what the hours of the garage were and he said they were 24/7.He asked if I had any other questions and then he wished me a good night.Contacted staff member:John 2917 42nd Street and Sheridan Faith 2/4/2019 5:15 AM 50 5.00 Source:WEB Comments:Average service provided without incident.I saw Faith as I was driving up the garage before parking.She was a distance away but I waved and she waved back.I didn't see her again as I checked the garage.But at least she waved to me. Contacted staff member:Faith 2929 42nd Street and Sheridan Jackie 2/4/2019 5:17 AM 45 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.There wasn't a garage attendant in the garage so I pressed the call button and I got Jackie.I asked if the garage was 24 hours and she replied with yes it is.She asked if there was anything else,and I said no thank you.She wished me a safe day.She's very pleasant and helpful.Contacted staff member:Jackie 2930 42nd Street and Sheridan Rashirley 2/5/2019 11:52 PM 39 4.33 Source:WEB Comments:Used initiative to assist and provide all information.Rashirley was very helpful and knowledgeable.She sounded very nice and I believe she enjoyed helping out.She knew all the answers to my questions,and provided extra information.Contacted staff member:Rashirley 45 42nd Street and Sheridan Esteban 2/9/2019 5:20 PM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.I asked Esteban about the monthly parking pass.Esteban advised would need to come into the parking Department and he gave me the address Monday through Friday.Esteban is very polite and helpful.Contacted staff member:Esteban 2943 42nd Street and Sheridan Jonathan 2/12/2019 1:27 AM 45 5.00 Source:WEB Comments:Courteous and willing to provide assistance.Used initiative to assist and provide all information.Contacted staff member:Jonathan 2931 42nd Street and Sheridan Lode 2/13/2019 9:24 PM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.I asked how to get a receipt at the exit.Lode provided assistance and advised to pay cash,I would need to exit the car and use the ticket machine at the elevator.She was polite and patient.Contacted staff member:Lode 2933 42nd Street and Sheridan Wilma 2/14/2019 10:25 AM 45 5.00 Source:WEB Comments:Cheerful.Patient-took time to answer questions.Friendly and professional.Used initiative to assist and provide all information.Contacted staff member:Wilma 4137 42nd Street and Sheridan Richarley 2/17/2019 9:22 AM 45 5.00 Avenue Source:WEB Comments:Used initiative to assist and provide all information.I asked the attendant at the ticket machine what time were the trolleys running today.She advised they were running till midnight.She asked if there was anything else and I thanked her and she thanked me and wished me a good day.Contacted staff member:Richarley 3629 42nd Street and Sheridan Lode 2/20/2019 5:59 PM 45 5.00 Source:WEB Comments:Courteous and willing to provide assistance.Friendly and professional.Contacted staff member:Lode 4145 42nd Street and Sheridan Maria 2/23/2019 1:10 PM 45 5.00 Avenue Source:WEB Comments:Friendly and professional.I inquired about a parking pass and Maria responded with the location at City Hall and the hours of operation and the approximate amount for a monthly parking pass.Maria was friendly,professional and polite.Contacted staff member:Maria 4140 42nd Street and Sheridan Lode 2/28/2019 9:28 PM 45 5.00 Avenue Source:WEB Comments:Used initiative to assist and provide all information.I reached Lori at the ticket machine call Button.I asked what the hours were for the garage.She advised it we're 24 hours and asked if I needed any other information and wished me a good night. She was polite and helpful.Contacted staff member:Lode 5/1/2019 11:30:59 AM Page 22 of 30 • M I AM I B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 42nd Street and Sheridan 4147 42nd Street and Sheridan Wilma 3/4/2019 9:52 PM 45 5.00 Avenue Source:WEB Comments:Friendly and professional.I reached Wilma on the call button at the ticket machine.I asked Wilma what the hours were for the garage.She replied they were 24 hours and asked if there was any other information she could give me.She also wished me a good night.Wilma is friendly,polite,and helpful.Contacted staff member:Wilma 4141 42nd Street and Sheridan Wilma 3/7/2019 1:59 PM 43 4.78 Avenue Source:WEB Comments:Patient-took time to answer questions.Professional.No greeting or thank you at the end.Contacted staff member: Wilma 4138 42nd Street and Sheridan Denise 3/10/2019 1:43 PM 45 5.00 Avenue Source:WEB Comments:Used initiative to assist and provide all information.Denise was very well spoken,very pleasant and kind.Answered questions and asked if she could be of any further assistance.Contacted staff member:Denise 4151 42nd Street and Sheridan Esteban 3/12/2019 1:46 PM 45 5.00 Avenue Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Used initiative to assist and provide all information. Contacted staff member:Esteban 4150 42nd Street and Sheridan Giovanni 3/14/2019 1:31 AM 45 5.00 Avenue Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Courteous and willing to provide assistance. Contacted staff member:Giovanni 4139 42nd Street and Sheridan Wilna 3/14/2019 1:27 PM 44 4.89 Avenue Source:WEB Comments:Used initiative to assist and provide all information.I reached Wilna through the call button on the ticket machine. asked what the hourly rate was.Wilna advised it was a dollar per hour for the first 6 hours.She was friendly and helpful.Contacted staff member:Wilna 4148 42nd Street and Sheridan Denise 3/17/2019 5:25 PM 45 5.00 Avenue Source:WEB Comments:Patient-took time to answer questions.Professional.Very cheerful voice.Used initiative to assist and provide all information.Contacted staff member:Denise "42 42nd Street and Sheridan ReShirley 3/20/2019 6:56 PM 45 5.00 Avenue Source:WEB Comments:Friendly and professional.Contacted staff member:ReShirley 4143 42nd Street and Sheridan Ida 3/22/2019 1:24 PM 45 5.00 Avenue Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.I met Ida through the call box at the exit.I asked for help getting a receipt.She guided me through the process.She waited to be sure I got a receipt and she wished me a good day.She was very polite and helpful.Contacted staff member:Ida 4144 42nd Street and Sheridan Aide 3/25/2019 9:36 AM 48 4.80 Avenue Source:WEB Comments:Felt valued and appreciated.Aide did not greet but showed excellent customer service skills by asking how she may be of assistance.Explained her answer to my question.Very thorough.Contacted staff member:Aide 4155 42nd Street and Sheridan Dollarday 3/26/2019 6:23 PM 50 5.00 Avenue Source:WEB Comments:Courteous and willing to provide assistance.I met the attendant as I drove into the garage.I asked him if the trolleys came by this garage.He advised that they run until midnight.I asked his name and then he thanked me and wished me a good day. Contacted staff member:Dollarday 4146 42nd Street and Sheridan John 3/27/2019 5:01 AM 36 4.00 Avenue Source:WEB Comments:Average service provided without incident.I reached down to the call button at the ticket machine.I asked what time the trolley started running.He said he didn't have that information.He was polite but didn't offer to look it up for me.Contacted staff member:John 4152 42nd Street and Sheridan Laura 3/28/2019 2:36 PM 45 5.00 Avenue Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member:Laura 4149 42nd Street and Sheridan Jovani 3/31/2019 9:20 AM 45 5.00 Avenue Source:WEB Comments:Friendly and professional.I reached the attendant through the call button on the ticket machine.I asked what time the garage closes and he advised that all the city garages were open 24 hours a day.He was friendly and helpful.Contacted staff member:Jovani Number of Shopping Experiences by Method: 41 Avg Score Sum: 202.8 0 Number of Reshopping Experiences by Method: 0 Average: 4.95 Number of Division Shopping Experiences: 41 Avg Score Sum: 202.8 0 5/1/2019 11:31:00 AM Page 23 of 30 MIAMI BEACH Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Number of Division Reshopping Experiences: 0 Average: 4.95 Garage - 5th Street and Alton Road • SHOPPING METHOD-In Person-Garage 1300 5th Street and Alton Road Jonathan 1/6/2019 2:31 AM 44 4.89 Source:WEB Comments:Friendly and professional.Provided payment information when I asked.He also advised on the hours for a flat rate.He was very pleasant and genuine.Contacted staff member:Jonathan 1634 5th Street and Alton Road Oscar 1/9/2019 12:06 PM 45 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member:Oscar 1496 5th Street and Alton Road Giovanni 1/11/2019 2:21 AM 45 5.00 Source:WEB Comments:very friendly/nice and willing to help.Contacted staff member:Giovanni 1298 5th Street and Alton Road Betty 1/12/2019 6:08 PM 43 4.30 Source:WEB Comments:Friendly and professional.Betty was nice.She took about 3-4 minutes to answer my questions but she assisted me. Contacted staff member:Betty 1283 5th Street and Alton Road Wilma 1/14/2019 10:43 PM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Contacted staff member:Wilma 2599 5th Street and Alton Road Samuel 1/17/2019 2:16 AM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Went out of his/her way to help.Contacted staff member:Samuel 1502 5th Street and Alton Road Jonathan 1/18/2019 10:35 PM 49 4.90 Source:WEB Comments:Friendly and professional.Personable and approachable.No ID visible.Used initiative to assist and provide all information.Patient-took time to answer questions.Contacted staff member:Jonathan ""36 5th Street and Alton Road Betty 1/20/2019 10:16 AM 50 5.00 Source:WEB Comments:Friendly and professional.My ticket wasn't working in the exit and she assisted me with that.She was very nice and wished me a good day and drive safely.Contacted staff member:Betty 2609 5th Street and Alton Road Reshirley 1/21/2019 7:14 PM 45 5.00 Source:WEB Comments:Patient and courteous.Friendly and professional.Contacted staff member:Reshirley 2622 5th Street and Alton Road Raul 1/27/2019 6:30 PM 45 5.00 Source:WEB Comments:Friendly and professional.Raul assisted me with the cost per hour at the garage.He did say that the first hour was free. He wished me a good night.Raul is very professional and friendly and informative.Contacted staff member:Raul 1602 5th Street and Alton Road Ida 1/28/2019 10:36 AM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.I asked if the parking garage was free for the first hour or was it two hours,and she replied that it's free for the first two hours at this parking garage in a friendly and helpful manner.She was very polite and professional.Contacted staff member:Ida 2617 5th Street and Alton Road Esteban 1/31/2019 3:28 PM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Contacted staff member:Esteban 2617 5th Street and Alton Road Esteban 1/31/2019 3:28 PM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Contacted staff member:Esteban 2612 5th Street and Alton Road Jonathan 2/3/2019 10:44 PM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.I met Jonathan at the exit of the garage and I rolled down my window and he came right up and he said nice to see you again.I asked him where to get the parking passes for the month and he advised me to go to City Hall.Jonathan is extremely nice and helpful and went out of his way to make sure I had my question answered.He also wished me a good night.Contacted staff member:Jonathan 3310 5th Street and Alton Road Jackie 2/4/2019 6:01 AM 45 5.00 Source:WEB Comments:Friendly and professional.Asked Jackie about the flat rate and she said it was from 11 p.m.to 7 a.m.at that garage. She asked if there was anything else.And she wished me a safe day.Contacted staff member:Jackie 25 5th Street and Alton Road Betty 2/5/2019 11:06 PM 41 4.10 Source:WEB Comments:Friendly and professional.When I first came up to Betty,she was on her phone.She saw me and put the phone down and gave me her full,undivided attention.She was very professional and very knowledgeable.Contacted staff member:Betty 511/2019 11:31:00 AM Page 24 of 30 • M I AM I B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 5th Street and Alton Road 3957 5th Street and Alton Road Luis 2/8/2019 1:57 PM 43 4.30 Source:WEB Comments:Used initiative to assist and provide all information.Luis went out of his way to help me out.He was very knowledgeable and helped me find solutions for questions he did not know the answers to.Contacted staff member:Luis 2627 5th Street and Alton Road Adrian 2/9/2019 6:08 PM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.I saw Adrian at the entrance when I pulled in and he smiled and waved.I also saw Adrian at the exit and he smiled and waved and wished me a good night he also asked if he could help me with my ticket.I said no thank you.And he said well have a nice evening.Adrian is very polite,friendly and helpful.Contacted staff member:Adrian 2629 5th Street and Alton Road Jonathan 2/12/2019 2:17 AM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Willing to provide assistance.Contacted staff member:Jonathan 3324 5th Street and Alton Road Richarley 2/13/2019 10:22 PM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.I asked the attendant if the first hour was free at the 5th Street Garage.She was knowledgeable and helpful and advised that the first two hours were free and after that it was$3 for the next hour. Contacted staff member:Richarley 3327 5th Street and Alton Road Wilma 2/14/2019 10:51 AM 44 4.89 Source:WEB Comments:Did not provide a full greeting.Friendly and professional.Used initiative to assist and provide all information.Contacted staff member:Wilma 3321 5th Street and Alton Road Betty 2/17/2019 10:10 AM 50 5.00 Source:WEB Comments:Friendly and professional.I met Betty on the way out of the exit.I asked if the first hour was free.She advised the first two hours were free and she wished me a good day.Betty is friendly and polite.Contacted staff member:Betty 3319 5th Street and Alton Road Triniqua 2/18/2019 12:30 PM 38 4.22 Source:WEB Comments:Friendly and professional.Answered my questions with kindness and was well dressed and identified.Had a smile and was very attentive.Contacted staff member:Triniqua 3955 5th Street and Alton Road Maria 2/20/2019 7:06 PM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Cheerful.Contacted staff member:Maria 3322 5th Street and Alton Road Betty 2/23/2019 1:59 PM 50 5.00 Source:WEB Comments:Friendly and professional.Betty was sitting at the exit.I asked her if it was free tonight.She replied with after 11 pm tonight it would be a flat rate.She wished me a good day.Contacted staff member:Betty 3332 5th Street and Alton Road Traniqua 2/26/2019 10:06 AM 42 4.20 Source:WEB Comments:Patient-took time to answer questions.Traniqua was very helpful.She tried her best to help me get all the information I needed.When she did not have information,she got on her phone and helped me find the answers I needed.She was great. Contacted staff member:Traniqua 3333 5th Street and Alton Road Oscar 2/28/2019 10:32 PM 44 4.89 Source:WEB Comments:Friendly and professional.I reached Oscar through the call button on the ticket machine.I asked Oscar if the first hour was free.He replied with the first two hours are free and he asked if there was anything else and then wished me a good night. Oscar was friendly and professional.Contacted staff member:Oscar 3335 5th Street and Alton Road Wilna 3/4/2019 10:27 PM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.I reached Wilna at the call button on the ticket machine.I asked if the first hour was free at the garage.She advised the first two hours were free.I thanked her and then she thanked me and wished me a good night.Contacted staff member:Wilna 3961 5th Street and Alton Road Maria 3/5/2019 7:04 PM 50 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member:Maria 3970 5th Street and Alton Road Oscar 3/6/2019 7:24 PM 50 5.00 Source:WEB Comments:Friendly and professional.I reached Oscar on the intercom button at the ticket machine.I asked him if the garage was free.He advised the first two hours are free.I said thank you and then he wished me a good night.Contacted staff member:Oscar 3326 5th Street and Alton Road Maria 3/7/2019 2:59 PM 44 4.89 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.No thank you at the end.Contacted staff member: Maria 3336 5th Street and Alton Road Jackie 3/9/2019 2:14 AM 45 5.00 Source:WEB Comments:Friendly and professional.I reached Jackie through the call button at the ticket machine.I asked how to get a receipt. She advised to push the receipt button after I put the money in.She stood by to make sure I got one and then she wished me a good night.She's very polite and helpful.Contacted staff member:Jackie 5/1/2019 11:31:00 AM Page 25 of 30 • M I AM I B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 5th Street and Alton Road 3341 5th Street and Alton Road Esteban 3/12/2019 2:48 PM 44 4.89 Source:WEB Comments:Patient-took time to answer questions.Professional.Could sound friendlier.Contacted staff member:Esteban 3337 5th Street and Alton Road Giovanni 3/14/2019 2:34 AM 45 5.00 Source:WEB Comments:knowledgeable and went out of his way to help me.Contacted staff member:Giovanni 3974 5th Street and Alton Road Esteban 3/14/2019 2:22 PM 45 5.00 Source:WEB Comments:Friendly and professional. I reached Esteban on the call button at the ticket machine.I asked him if the first hour was free.He replied with the first two hours were free at that parking garage.I thanked him and he thanked me,then he wished me a good day.Contacted staff member:Esteban 3960 5th Street and Alton Road Adrian 3/16/2019 12:37 AM 42 4.20 Source:WEB Comments:Used initiative to assist and provide all information.He saw me walking and he approached me and informed me of all needed information.He was very helpful and patient.Contacted staff member:Adrian 3973 5th Street and Alton Road 5th Street and 3/16/2019 6:55 PM 42 4.20 Alton Road Source:WEB Comments:Friendly and professional.I did not get the gentleman's name,but he was very helpful.He approached and he remembered me from yesterday.He was very friendly and positive.Contacted staff member:unknown 3973 5th Street and Alton Road 5th Street and 3/16/2019 6:55 PM 42 4.20 Alton Road Source:WEB Comments:Friendly and professional.I did not get the gentleman's name,but he was very helpful.He approached and he remembered me from yesterday.He was very friendly and positive.Contacted staff member:unknown 3972 5th Street and Alton Road Jonathan /Laurie 3/17/2019 6:30 PM 49 4.90 (call) Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Used initiative to assist and provide all information. Laurie did not know the answer to my question.Contacted staff member:Jonathan /Laurie(call) 3956 5th Street and Alton Road Jonathan 3/17/2019 7:14 PM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Used initiative to assist and provide all information. Contacted staff member:Jonathan 58 5th Street and Alton Road ReShirley 3/19/2019 10:13 PM 45 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member:ReShirley 3959 5th Street and Alton Road Laurie 3/20/2019 8:04 PM 44 4.89 Source:WEB Comments:Friendly and professional.Gave the wrong answer but once I questioned her,she checked and corrected it.Contacted staff member:Laurie 3962 5th Street and Alton Road Triniqua 3/25/2019 10:26 AM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Triniqua showed professionalism by assisting all throughout the process.Assisted with payment.Contacted staff member:Triniqua 3963 5th Street and Alton Road Betty 3/26/2019 7:43 PM 50 5.00 Source:WEB Comments:Friendly and professional.I met Betty at the exit and asked her if the first hour was free at this garage.She advised the first two hours were free.I thanked her,then she thanked me,and wished me a good night.Contacted staff member:Betty 3964 5th Street and Alton Road John 3/27/2019 5:41 AM 45 5.00 Source:WEB Comments:Courteous and willing to provide assistance.I reached down through the call button at the ticket machine and asked him if the first hour was free at this garage.He said yes normally it is but right now the hours that I was there I had to pay$15 for the flat rate.He thanked me and wished me a good day.Contacted staff member:John 3966 5th Street and Alton Road Oscar 3/28/2019 3:38 PM 45 5.00 Source:WEB Comments:Friendly and professional.Used initiative to assist and provide all information.Contacted staff member:Oscar 3965 5th Street and Alton Road Betty 3/31/2019 10:10 AM 50 5.00 Source:WEB Comments:Friendly and professional.I met Betty at the entrance and the exit of the garage.She waved and smiled as I pulled in. As I was leaving I asked her if it was still free for the first hour and she said for the first two it is free.I said great thank you and then she thanked me and wished me a good day.She's very friendly and helpful.Contacted staff member:Betty Number of Shopping Experiences by Method: 47 Avg Score Sum: 227.8 6 Number of Reshopping Experiences by Method: 0 Average: 4.85 Number of Division Shopping Experiences: 47 Avg Score Sum: 227.8 6 5/1/2019 11:31:00 AM Page 26 of 30 • M I AM I B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Number of Division Reshopping Experiences: 0 Average: 4.85 Garage - 7th Street and Collins Avenue SHOPPING METHOD-In Person-Garage 1456 7th Street and Collins Avenue Raul 1/4/2019 6:54 PM 44 4.89 Source:WEB Comments:Patient-took time to answer questions.Friendly.Professional.No greeting.Contacted staff member:Raul 1417 7th Street and Collins Avenue Mauricio 1/6/2019 2:51 AM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.He walked over to ask if I needed help.He assisted me with getting a receipt for my payment.He was very patient and helpful.Contacted staff member:Mauricio 1249 7th Street and Collins Avenue Emannuel 1/9/2019 11:49 AM 50 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member:Emannuel 1202 7th Street and Collins Avenue Giovanni 1/11/2019 2:47 AM 50 5.00 (G1) Source:WEB Comments:Used initiative to assist and provide all information.Patient-took time to answer questions.Contacted staff member: Giovanni 1457 7th Street and Collins Avenue Josey 1/12/2019 6:13 PM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Josey was willing to help.She was very knowledgeable and approachable.She had a positive attitude.Contacted staff member:Josey 1415 7th Street and Collins Avenue Eddie/Wilma 1/15/2019 12:02 AM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Patient-took time to answer questions.Friendly and professional.Contacted staff member:Eddie/Wilma 2317 7th Street and Collins Avenue Giovanni 1/17/2019 2:39 AM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Courteous and willing to provide assistance.Contacted staff member:Giovanni 53 7th Street and Collins Avenue Austin 1/18/2019 11:04 PM 50 5.00 Source:WEB Comments:Very friendly.Patient-took time to answer questions.Professional.Contacted staff member:Austin 2313 7th Street and Collins Avenue Mauricio 1/19/2019 11:41 PM 45 4.50 Source:WEB Comments:Felt valued and appreciated.Mauricio was attending multiple customers when I arrived.He acknowledged and greeted me.Provided basic information.Contacted staff member:Mauricio 2327 7th Street and Collins Avenue Jovani 1/20/2019 10:44 AM 45 5.00 Source:WEB Comments:Friendly and professional.The garage attendant was polite and answered my question of event pricing.He was friendly and polite.Contacted staff member:Jovani 2631 7th Street and Collins Avenue Eddie 1/21/2019 7:31 PM 48 4.80 Source:WEB Comments:No ID,and no uniform shirt.Friendly and professional.Contacted staff member:Eddie 2315 7th Street and Collins Avenue Richraley 1/26/2019 7:52 AM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.The garage attendant gave me the information to obtain a parking pass.She gave me the address of the location and also the business hours for that department.She also gave me the monthly rate for the parking pass.She was very courteous and helpful.Contacted staff member:Richraley 2632 7th Street and Collins Avenue Austin 1/27/2019 6:57 PM 50 5.00 Source:WEB Comments:Courteous and willing to provide assistance.Austin took time to help me with my ticket and payment at the exit.He wished me a good night and he also told me Moe's name which is the security guard that was directing traffic.Austin and Moe were a pleasure to speak with.Contacted staff member:Austin 2328 7th Street and Collins Avenue Ida 1/28/2019 11:00 AM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.I asked about the access pass for the parking garages and Ida advised that I would need to go to city hall and apply for the pass there and she asked if I needed any other assistance.She was very polite and helpful.Contacted staff member:Ida 2656 7th Street and Collins Avenue Emanuel 1/31/2019 3:00 PM 50 5.00 Source:WEB Comments:Professional.Seemed to be busy.Patient-took time to answer questions.Courteous and willing to provide assistance. Contacted staff member: Emanuel 5/1/2019 11:31:00 AM Page 27 of 30 • MIAMI B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 7th Street and Collins Avenue 2634 7th Street and Collins Avenue Austin 2/3/2019 10:46 PM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Austin was smiling when I approached,and he was very helpful.He was attentive to my question.I did interrupt him talking to somebody else and he still gave me his attention.He also wished me a good night.Contacted staff member:Austin 2320 7th Street and Collins Avenue Jackie 2/4/2019 6:24 AM 45 5.00 Source:WEB Comments:Friendly and professional.I heard Jackie talking with a customer when I was coming into the garage and she was very friendly and helpful and was able to answer his questions.She's very polite and an asset to the city.Contacted staff member:Jackie 2658 7th Street and Collins Avenue Donald 2/5/2019 11:14 PM 43 4.30 Source:WEB Comments:Used initiative to assist and provide all information.I believe the man said his name was Donald,but he was very kind. He was helping three people at the same time.He was very knowledgeable and very helpful.Contacted staff member:Donald 3354 7th Street and Collins Avenue Oscar 2/5/2019 11:28 PM 38 4.22 Source:WEB Comments:Used initiative to assist and provide all information.He helped me find all my answers fast without trouble.He is very professional and very helpful. Contacted staff member:Oscar 3377 7th Street and Collins Avenue Emmanuel 2/8/2019 2:34 PM 42 4.20 Source:WEB Comments:Patient-took time to answer questions.Emmanuel was very patient.When I needed help,he walked me through all the steps accurately and was very knowledgeable.Contacted staff member:Emmanuel 2638 7th Street and Collins Avenue Austin 2/9/2019 6:25 PM 50 5.00 Source:WEB Comments:Friendly and professional.Austin was at the entrance/exit.He was helping everyone with their tickets and providing assistance when needed.He asked if he could help me with anything and I asked him about the flat rate.He provided me with the information and he asked if there was anything else and then wished me a good night.Contacted staff member:Austin 2641 7th Street and Collins Avenue Jonathan 2/12/2019 2:38 AM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Used initiative to assist and provide all information.Contacted staff member: Jonathan 2657 7th Street and Collins Avenue Melindy 2/13/2019 10:40 PM 50 5.00 Source:WEB Comments:Friendly and professional.I asked the attendant if there was a flat rate tonight.She replied with only on the weekends. She said thank you and to have a good night.She's very polite and helpful.Contacted staff member:Melindy 2660 7th Street and Collins Avenue Emanuel 2/14/2019 11:08 AM 50 5.00 Source:WEB Comments:Friendly and professional.Courteous and willing to provide assistance.Contacted staff member:Emanuel 3355 7th Street and Collins Avenue Jovani 2/17/2019 10:31 AM 45 5.00 Source:WEB Comments:Friendly and professional.I asked Jovani if it was a flat rate for that parking garage.He advised at 8 pm until 5 am it's a flat rate.He asked if he could help me with anything else and then he wished me a good day.Jovani is very friendly and helpful. Contacted staff member:Jovani 3348 7th Street and Collins Avenue Esteban 2/18/2019 12:53 PM 45 5.00 Source:WEB Comments:Friendly and professional.Gave proper instructions on the garage policy.Greeted with protocol,and spoke clear and understandably.Contacted staff member:Esteban 3352 7th Street and Collins Avenue Eddie 2/20/2019 7:23 PM 49 4.90 Source:WEB Comments:No ID.Patient-took time to answer questions.Professional.Contacted staff member:Eddie 3372 7th Street and Collins Avenue Esteban 2/26/2019 10:32 AM 38 4.22 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Esteban is very knowledgeable and helpful.He provided me with all the information I needed.He was very patient and very prompt.Contacted staff member:Esteban 3356 7th Street and Collins Avenue Oscar 2/28/2019 10:49 PM 45 5.00 Source:WEB Comments:Friendly and professional.I asked for help on getting a receipt for my ticket.Oscar provided the information and wished me a good night.He's friendly and polite.Contacted staff member:Oscar 3978 7th Street and Collins Avenue Eddie 3/4/2019 10:47 PM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.I met Eddie at the office in the garage.I knocked on the door and he greeted me with a smile and asked if he could help me.I asked Eddie if there was a flat rate tonight and he denies it's only on the weekends.I questioned whether spring break was also the same and he said it didn't matter that it was only on the weekends.He gave me the hours from 8 p.m.till 5 a.m.Eddie was nice and helpful.Contacted staff member:Eddie 3981 7th Street and Collins Avenue Eddie 3/5/2019 7:28 PM 50 5.00 Source:WEB Comments:Friendly and professional.Extremely knowledgeable and went out of his/her way to help.Contacted staff member:Eddie 5/1/2019 11:31:00 AM Page 28 of 30 • M I AM I B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE , SOURCE DATE Garage - 7th Street and Collins Avenue 3976 7th Street and Collins Avenue Oscar 3/7/2019 3:24 PM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Friendly and professional.Contacted staff member:Oscar 3977 7th Street and Collins Avenue Mauricio 3/9/2019 2:34 AM 50 5.00 Source:WEB Comments:Friendly and professional.Met the attendant at the ticket machine at the exit.I was standing in front of the ticket machine and he asked if I was leaving and then directed me to pay at the machine.I said its$15 right?He advised that it was and then he wished me a good night.Contacted staff member:Mauricio 3975 7th Street and Collins Avenue Giovanni 3/10/2019 3:58 PM 45 5.00 Source:WEB Comments:Friendly and professional.Giovanni greeted answered question correctly and provided customer service.Contacted staff member:Giovanni 3989 7th Street and Collins Avenue Emanuel 3/12/2019 3:15 PM 45 5.00 Source:WEB Comments:Friendly and professional.Very engaging.Patient-took time to answer questions.Contacted staff member:Emanuel 3979 7th Street and Collins Avenue Angel 3/14/2019 2:59 AM 50 5.00 Source:WEB Comments:Above and beyond expectations.Patient-took time to answer questions.Courteous and willing to provide assistance. Friendly and professional.Contacted staff member:Angel 3980 7th Street and Collins Avenue Emmanuel 3/14/2019 2:50 PM 50 5.00 Source:WEB Comments:Friendly and professional.I met Emmanuel at the office in the garage.I asked him if there was a flat rate today and he replied with no that's only on the weekends.I said even during spring break?And he replied with yes only on the weekends.He was very polite and helpful.Contacted staff member:Emmanuel 3991 7th Street and Collins Avenue George 3/17/2019 7:11 PM 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.Great attitude Contacted staff member:George 3983 7th Street and Collins Avenue Eddie 3/19/2019 10:36 PM 50 5.00 Source:WEB Comments:Friendly.He was helping others with the machines.Professional.Patient-took time to answer questions.Easy to talk to.Contacted staff member:Eddie 3984 7th Street and Collins Avenue Luis 3/25/2019 10:50 AM 48 4.80 Source:WEB Comments:Felt valued and appreciated.Luis was attending customer before acknowledging me.Did a great job answering all my questions and provided overall great customer service as well.Did not smile much.Contacted staff member:Luis 3982 7th Street and Collins Avenue John 3/27/2019 6:24 AM 50 5.00 Source:WEB Comments:Friendly and professional.I reached John through the call button at the ticket machine.I asked him if this was a 24-hour garage.And he advised me that all the city garages are 24 hours.He was friendly and professional.Contacted staff member:John 3985 7th Street and Collins Avenue Eddie 3/28/2019 4:06 PM 50 5.00 Source:WEB Comments:Friendly and professional.Contacted staff member:Eddie 3986 7th Street and Collins Avenue Louis 3/31/2019 10:27 AM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.I met Louis at the entrance and I asked him if it was hourly or flat rate.He said it is hourly,and that the flat rate happens at 8 on Friday Saturday and Sunday and ends at 5 a.m.I also saw him again as I was paying at the ticket machine and ask him if there were 2 elevators out of order.He said yes two out of the three elevators were not working.He thanked me and he wished me a good day.He's very polite and helpful.Contacted staff member:Louis Number of Shopping Experiences by Method: 43 Avg Score Sum: 210.8 3 Number of Reshopping Experiences by Method: 0 Average: 4.90 Number of Division Shopping Experiences: 43 Avg Score Sum: 210.8 3 Number of Division Reshopping Experiences: 0 Average: 4.90 DEPARTMENT SUMMARY Avg Score Sum: 2034. 86 Total Number of Departmental Shopping Experiences: 418 5/1/2019 11:31:01 AM Page 29 of 30 • ` M I AM I B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Number of Departmental Reshopping Experiences: 3 Average: 4.87 CITY WIDE TOTALS: FY2019 Qtr2 Total Number of Departmental Shopping Experiences: 418 Avg Score Sum: 2034.86 Number of Departmental Reshopping Experiences: 3 Average: 4.87 5/1/2019 11:31:01 AM Page 30 of 30 M I AM I BEAC H Service Excellence Service Shopper Program Garage Security Report FISCAL YEAR 2019 Qtr2 Office of Organization Development Perfomance Initiatives 1700 Convention Center Drive Miami Beach, FL 33139 Telephone: (305) 673-7010 Fax: (305) 673-7782 4/19/2019 1:45:58 PM Page 1 of 10 MIAMI BEACH Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE PARKING - GARAGE SECURITY Garage - 12th Street and Drexel SHOPPING METHOD-In Person-Garage 1870 12th Street and Drexel Jovan 1/11/2019 3:03 AM 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. Contacted staff member:Jovan 1872 12th Street and Drexel Rey 1/16/2019 3:48 PM 50 5.00 Source:WEB Comments:Friendly and professional. Very busy,but was patient,and took time to answer questions.Contacted staff member:Rey 2047 12th Street and Drexel Javon 1/17/2019 2:58 AM 49 4.90 Source:WEB Comments:Patient,took time out to listen and answer all my questions.Contacted staff member:Javon 1875 12th Street and Drexel Faith 1/18/2019 11:31 PM 39 3.90 Source:WEB Comments:Did not smile.Not approachable or friendly.Asked why I wanted her name.Laid back against wall during the whole interaction.No ID visible.Contacted staff member:Faith 9935 12th Street and Drexel Rey 50 5.00 1875 1 1/31/2019 Source:WEB Comments:Friendly and professional.Preoccupied on phone.Contacted staff member:Rey 2050 12th Street and Drexel Juan 2/5/2019 11:24 PM 33 3.30 Source:WEB Comments:Needed to persist to get information and answers.Juan was very nice and welcoming,but I don't think he understood when I was talking to him.I asked him the same question multiple times but he answered from specific words he heard and did not really speak English.Contacted staff member:Juan 10015 12th Street and Drexel Javon 50 5.00 2050 1 2/12/2019 Source:WEB Comments:Patient-took time to answer questions.Willing to provide assistance.Contacted staff member:Javon 8 12th Street and Drexel Ian 2/13/2019 10:58 PM 50 5.00 Source:WEB Comments:Courteous and willing to provide assistance.While I was at the exit I asked Ian if there was a garage attendant.He asked if I needed help and I said yes I would like to get help with a receipt.So he walked over to the ticket machine with me and proceeded to help me with the ticket and the receipt and putting the money in.He was with G4S.He was very polite and helpful.He gets credit for security and garage attendant since he did both.Contacted staff member:Ian 2051 12th Street and Drexel Rey 2/14/2019 11:34 AM 50 5.00 Source:WEB Comments:Friendly and professional.Courteous and willing to provide assistance.Patient.Contacted staff member:Rey 3026 12th Street and Drexel Rey 2/26/2019 11:04 AM 42 4.20 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Rey was very proactive.He did not wait to be asked for help.He was always around and he approached everybody and initiated contact.He went and looked for parking for guests.Ray is very helpful.Contacted staff member:Rey 3057 12th Street and Drexel Jen 3/5/2019 7:49 PM 43 4.30 Source:WEB Comments:Talked with her back to me.Not sure she had and ID,all I saw was her backside.One word answers-not talkative.Did not feel I was important.Contacted staff member:Jen 3024 12th Street and Drexel Emory 3/8/2019 8:25 AM 42 4.20 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Greeted with a smile,and gave proper instructions to parking facility.Contacted staff member:Emory 3028 12th Street and Drexel Makeesha 3/17/2019 7:32 PM 50 5.00 Source:WEB Comments:Courteous and willing to provide assistance.Shy but approachable.Friendly and professional.Patient-took time to answer questions.Contacted staff member:Makeesha 1586 12th Street and Drexel Jaime 3/19/2019 11:07 PM 50 5.00 4/19/2019 1:45:59 PM Page 2 of 10 • MIAMI BEAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 12th Street and Drexel Source:WEB Comments:Quiet but approachable.Kind.Professional.Courteous and willing to provide assistance.Contacted staff member:Jaime Number of Shopping Experiences by Method: 14 Avg Score Sum: 64.80 Number of Reshopping Experiences by Method: 2 Average: 4.63 Number of Division Shopping Experiences: 14 Avg Score Sum: 64.80 Number of Division Reshopping Experiences: 2 Average: 4.63 Garage - 13th Street and Collins SHOPPING METHOD-In Person-Garage 2120 13th Street and Collins 1/4/2019 7:40 PM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Contacted staff member:(do not recall) 2124 13th Street and Collins Gepson 1/11/2019 3:27 AM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Friendly and professional.Contacted staff member:Gepson 2062 13th Street and Collins Gepson 1/17/2019 3:22 AM 50 5.00 Source:WEB Comments:Willing to assist and provide solutions.Contacted staff member:Gepson 2058 13th Street and Collins Jean 1/19/2019 12:00 AM 48 4.80 Source:WEB Comments:Patient-took time to answer questions.No ID visible.Not approachable;did not smile.Professional.Provided all information requested.Contacted staff member:Jean 1881 13th Street and Collins Ian 2/4/2019 6:56 AM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.I asked Ian where the closest ATM or bank was to the garage and he asked if I was going to pay with cash or just needed to get cash and I answered to get cash.He said the closest would probably be Walgreens which was like a block up and he gave me directions.Ian was very polite and helpful.Contacted staff member:Ian 13th Street and Collins Leslie 2/5/2019 11:40 PM 44 4.40 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Leslie is very friendly and helpful.He is very knowledgeable and he walked me through steps to get to where I needed to get.Contacted staff member:Leslie 2057 2/8/2019 3:23 PM 44 4.40 Source:WEB Comments:Courteous and willing to provide assistance.Stanley tried his best to help me.He answered my questions to the best of his knowledge.He was very friendly and willing to help.Contacted staff member:Stanley 2057 13th Street and Collins Stanley 2/8/2019 3:23 PM 43 4.30 Source:WEB Comments:Courteous and willing to provide assistance.Stanley tried his best to help me.He answered my questions to the best of his knowledge.He was very friendly and willing to help.Contacted staff member:Stanley 1884 13th Street and Collins Kendrick 2/12/2019 3:20 AM 50 5.00 Source:WEB Comments:Friendly and professional.Used initiative to assist and provide all information.Patient-took time to answer questions. Contacted staff member:Kendrick 1883 13th Street and Collins Moe 2/23/2019 2:44 PM 50 5.00 Source:WEB Comments:Courteous and willing to provide assistance.I met Moe at the entrance to the garage.I was the last one that he let in and then the garage was full.I searched for a parking spot,but they were all taken so I went back to the exit to let him know it was full.He apologized for it being full and wished me a good day there was no charge.I could not do my assessment of the garage. Contacted staff member:Moe 1964 13th Street and Collins Phillips 3/9/2019 3:10 AM 50 5.00 4/19/2019 1:45:59 PM Page 3 of 10 MIAMI BEACH Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 13th Street and Collins Source:WEB Comments:Friendly and professional.I met Phillips at the elevator.He asked if I needed any assistance.He also wished me a good night.He's very friendly and polite.Contacted staff member:Phillips Number of Shopping Experiences by Method: 11 Avg Score Sum: 52.90 Number of Reshopping Experiences by Method: 0 Average: 4.81 Number of Division Shopping Experiences: 11 Avg Score Sum: 52.90 Number of Division Reshopping Experiences: 0 Average: 4.81 Garage - 16th Street and Collins SHOPPING METHOD-In Person-Garage 2125 16th Street and Collins Tidy 1/9/2019 10:37 AM 48 4.80 Source:WEB Comments:Friendly.Courteous and willing to provide assistance.Contacted staff member:Tidy 2075 16th Street and Collins Tariki 1/28/2019 11:41 AM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Guided me to the nearest ATM.She was very helpful and polite and friendly.Contacted staff member:Tariki 1612 16th Street and Collins Farrah 2/3/2019 11:53 PM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.I asked Farrah if she knew what time the flat rate ends and she said she believed it was midnight and the hourly rate is Monday through Friday.She was pleasant and helpful.I saw her again on the way out the exit and she waved and smiled at me.Contacted staff member:Farrah 1889 16th Street and Collins Carlene 3/4/2019 11:30 PM 50 5.00 Source:WEB Comments:Friendly and professional.I met Carlene while driving up in the garage.I stopped and asked her why the parking lot was roped off.She advised they were going to do a pressure cleaning in the morning.She smiled and wished me a good night. Contacted staff member:Carlene 1 R90 16th Street and Collins Diana 3/8/2019 9:42 AM 42 4.20 Source:WEB Comments:Used initiative to assist and provide all information.Friendly and professional.Courteous and willing to provide assistance.Felt valued and appreciated.Contacted staff member:Diana Number of Shopping Experiences by Method: 5 Avg Score Sum: 24.00 Number of Reshopping Experiences by Method: 0 Average: 4.80 Number of Division Shopping Experiences: 5 Avg Score Sum: 24.00 Number of Division Reshopping Experiences: 0 Average: 4.80 Garage - 17th Street and Meridian Court SHOPPING METHOD-In Person-Garage 2132 17th Street and Meridian Court Ian 1/6/2019 12:24 AM 49 4.90 Source:WEB Comments:Friendly and professional.Ian assisted me with the pay station.The ststion at the Pennsylvania exit was out of receipts so he just said to have a good night,it was all paid.Contacted staff member:Ian 2134 17th Street and Meridian Court Joshua 1/11/2019 1:02 AM 50 5.00 Source:WEB Comments:Friendly and professional.Took time to answer all my questions.Contacted staff member:Joshua 2134 17th Street and Meridian Court Joshua 1/11/2019 1:02 AM 50 5.00 Source:WEB Comments:Friendly and professional.Took time to answer all my questions.Contacted staff member:Joshua 4/19/2019 1:45:59 PM Page 4 of 10 MIAMI B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 17th Street and Meridian Court 3160 17th Street and Meridian Court Nila 1/12/2019 3:45 PM 42 4.20 Source:WEB Comments:Used initiative to assist and provide all information.Nila was sent over to me by the garage attendant.She dropped what she was doing to come over and assist me.She was very patient and very knowledgeable.She helped me with my problem very promptly.Contacted staff member:Nila 2077 17th Street and Meridian Court Joshua 1/17/2019 12:56 AM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Patient-took time to answer questions.Contacted staff member: Joshua 3140 17th Street and Meridian Court Ian 1/18/2019 8:35 PM 48 4.80 Source:WEB Comments:Did not provide a greeting.Courteous and willing to provide assistance.Contacted staff member:Ian 1902 17th Street and Meridian Court Joshua 1/21/2019 5:19 PM 50 5.00 Source:WEB Comments:Friendly and professional.Used initiative to assist and provide all information.Contacted staff member:Joshua 1906 17th Street and Meridian Court Christopher 1/26/2019 4:23 AM 50 5.00 Source:WEB Comments:Friendly and professional.Ticket machine and asked if he could help get a receipt for me.He was very polite and helpful.Contacted staff member:Christopher 1903 17th Street and Meridian Court Joshua 2/12/2019 12:59 AM 50 5.00 Source:WEB Comments:Friendly and professional.Used initiative to assist and provide all information.Contacted staff member:Joshua 3133 17th Street and Meridian Court Edwin 3/6/2019 5:15 PM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.Exit.I asked him where the closest public restroom was.And he directed me to Starbucks and said there wasn't a public one in the garage.He wish me a good day.Contacted staff member:Edwin 3142 17th Street and Meridian Court Joseph 3/7/2019 12:41 PM 50 5.00 Source:WEB Comments:Friendly and professional.Courteous and willing to provide assistance.Contacted staff member:Joseph 6 17th Street and Meridian Court Aide 3/8/2019 11:29 AM 38 4.22 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.Patient-took time to answer questions.Courteous and willing to provide assistance.Contacted staff member:Aide 3147 17th Street and Meridian Court Ativa 3/9/2019 12:22 AM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.I met at Eva at the exit of the garage.She was assisting customers ahead of me with their tickets and credit cards.I use the exit at the Pennsylvania side on my first time out due to not getting a ticket on my first time in.That's when I met at Ativa.She was very nice and helpful to everyone in front of me and to me as well.Contacted staff member:Ativa 3165 17th Street and Meridian Court Joshua 3/14/2019 1:02 AM 50 5.00 Source:WEB Comments:Courteous and willing to provide assistance.Friendly and professional.Contacted staff member:Joshua 3151 17th Street and Meridian Court Raul 3/19/2019 8:26 PM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Used initiative to assist and provide all information. Contacted staff member:Raul 3156 17th Street and Meridian Court ReShirley 3/20/2019 5:25 PM 45 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member:ReShirley Number of Shopping Experiences by Method: 16 Avg Score Sum: 78.12 Number of Reshopping Experiences by Method: 0 Average: 4.88 Number of Division Shopping Experiences: 16 Avg Score Sum: 78.12 Number of Division Reshopping Experiences: 0 Average: 4.88 Garage - 17th Street and Pennsylvania SHOPPING METHOD-In Person-Garage 8 17th Street and Pennsylvania Chris 1/17/2019 12:57 AM 50 5.00 Source:WEB Comments:Courteous and willing to provide assistance.Used initiative to assist and provide all information.Contacted staff member:Chris 4119/2019 1:45:59 PM Page 5 of 10 MIAMI BEACH Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 17th Street and Pennsylvania 1958 17th Street and Pennsylvania Adrian 2/3/2019 8:38 PM 50 5.00 Source:WEB Comments:Friendly and professional.I met Adrian coming out of the elevator going back to the car and I asked him if this was a 24- hour garage and he said yes.He was smiling and very helpful and wished me a good night.Contacted staff member:Adrian 2094 17th Street and Pennsylvania Angel 2/4/2019 4:32 AM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.I asked Angel if anyone had turned in a wallet from tonight and he said no that no one had.And I asked if he had worked all night and he said yes.He was friendly and caring.He wished me a good night. Contacted staff member:Angel 2092 17th Street and Pennsylvania Chris 2/12/2019 1:00 AM 50 5.00 Source:WEB Comments:Knowledgeable and took time to provide me with information.Contacted staff member:Chris Number of Shopping Experiences by Method: 4 Avg Score Sum: 20.00 Number of Reshopping Experiences by Method: 0 Average: 5.00 Number of Division Shopping Experiences: 4 Avg Score Sum: 20.00 Number of Division Reshopping Experiences: 0 Average: 5.00 Garage - 18th Street and Meridian SHOPPING METHOD-In Person-Garage 2142 18th Street and Meridian Sam 1/11/2019 1:06 AM 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:Sam 3205 18th Street and Meridian Jason 1/12/2019 5:56 PM 42 4.20 Source:WEB Comments:Used initiative to assist and provide all information.Jason knew all the answers to my questions.He went above and beyond and made sure I got the assistance I needed.He is a very positive person.Contacted staff member:Jason 9 18th Street and Meridian Karlene 1/14/2019 9:07 PM 50 5.00 Source:WEB Comments:Friendly and professional.Courteous and willing to provide assistance.Patient.Happy and cheerful.Contacted staff member:Karlene 1914 18th Street and Meridian Jamal 2/4/2019 4:53 AM 46 4.60 Source:WEB Comments:Average service provided without incident.I met Jamal while I was entering the elevator,and he was coming out.He did smile at me and I asked if anyone had turned in a wallet He said no so I asked him if he had worked all night and he said no.Then he asked me if I had been there all night and I said no I was looking for the wallet.He seemed a little defensive that's the only reason I gave him a lesser score.I might have caught him off guard at 4:45 in the morning when he was getting off the elevator. Otherwise he was nice.Contacted staff member:Jamal 3206 18th Street and Meridian Jay 2/17/2019 8:58 AM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.I met Jay when I was exiting the garage and asked him about reserved spots on the third floor.He wasn't quite sure until I asked if it was reserved for City Hall,and then he agreed and said yes it was.He was polite and helpful.Contacted staff member:Jay 3207 18th Street and Meridian Frank 2/18/2019 3:19 PM 42 4.20 Source:WEB Comments:Friendly and professional.Well dressed.Was able to assist with directions.Contacted staff member:Frank 1518 18 Street and Meridian Wilma 3/7/2019 1:05 PM 45 5.00 Source:WEB Comments:Friendly and professional.Used initiative to assist and provide all information.Contacted staff member:Wilma 1619 18th Street and Meridian Ave Aide 3/8/2019 9:10 AM 38 4.22 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Friendly and professional.Courteous and willing to provide assistance.Contacted staff member:Aide 3226 18th Street and Meridian Joseph 3/28/2019 1:11 PM 50 5.00 4/19/2019 1:45:59 PM Page 6 of 10 MIAMI BEAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 18th Street and Meridian Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Contacted staff member:Joseph Number of Shopping Experiences by Method: 9 Avg Score Sum: 42.22 Number of Reshopping Experiences by Method: 0 Average: 4.69 Number of Division Shopping Experiences: 9 Avg Score Sum: 42.22 Number of Division Reshopping Experiences: 0 Average: 4.69 Garage - 1900 Bay Rd SHOPPING METHOD-In Person-Garage 1918 1900 Bay Rd. Myquisha 1/6/2019 1:59 AM 50 5.00 Source:WEB Comments:Friendly and professional.She was very concerned and helpful for my lost item.She directed me to the office and assured me she would keep a look out for it.Contacted staff member:Myquisha 1926 1900 Bay Rd Donald 1/11/2019 1:55 AM 48 4.80 Source:WEB Comments:Did not greet with smile or have a welcoming attitude.Contacted staff member:Donald 1919 1900 Bay Rd. Donald 1/17/2019 1:46 AM 50 5.00 Source:WEB Comments:Seemed willing to provide assistance.Contacted staff member:Donald 1924 1900 Bay Rd Ronald 1/27/2019 5:52 PM 50 5.00 Source:WEB Comments:Friendly and professional.Ronald meet me in the stairwell and asked if I needed any help.We talked about the event in the city and how it was not affecting their amount of traffic.He wish me a good day.Contacted staff member:Ronald 2013 1900 Bay Rd Ronald 2/3/2019 10:14 PM 50 5.00 Source:WEB Comments:Friendly and professional.Ronald smiled at me and approached and asked if I needed any help.Ronald is very friendly and helpful.He also wished me a good night.Contacted staff member:Ronald 0 1900 Bay Rd Ronald 2/9/2019 5:46 PM 50 5.00 Source:WEB Comments:Friendly and professional.I saw Ronald on my drive up to the roof and he waved and smiled.I also saw him when I got off of the elevator and he asked me how I was and if I was having a good day.He asked if he could help me with anything and I asked him where that barbecue smell was coming from and he said there are restaurants all around to take my pick.He wished me a good day and a Happy Valentine's Day.Ronald is very nice and polite.Contacted staff member:Ronald 2105 1900 Bay Rd Donald Grant 2/12/2019 1:53 AM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Patient-took time to answer questions.Contacted staff member: Donald Grant 3245 1900 Bay Rd Ronald 3/9/2019 1:56 AM 50 5.00 Source:WEB Comments:Friendly and professional.Ronald was on one of the levels in the garage.He smiled and approached me and asked if he could help me.He was very friendly and polite.Contacted staff member:Ronald Number of Shopping Experiences by Method: 8 Avg Score Sum: 39.80 Number of Reshopping Experiences by Method: 0 Average: 4.98 Number of Division Shopping Experiences: 8 Avg Score Sum: 39.80 Number of Division Reshopping Experiences: 0 Average: 4.98 4/19/2019 1:45:59 PM Page 7 of 10 • MIAMI BEACH Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage -42nd Street and Sheridan SHOPPING METHOD-In Person-Garage 1402 42nd Street and Sheridan Nosie 1/4/2019 5:48 PM 47 4.70 Avenue Source:WEB Comments:Professional.Did not smile.No ID.Willing to provide assistance.Contacted staff member:Nosie 1933 42nd Street and Sheridan Ray 1/6/2019 1:30 AM 45 4.50 Source:WEB Comments:Average service provided without incident.Ray answered my question about where to ask for lost and found.He was a little hesitant to approach me.He was doing his job of making rounds for security.Overall he was pleasant.Contacted staff member: Ray 2118 42nd Street and Sheridan John/Robert 1/9/2019 9:59 AM 49 4.90 Source:WEB Comments:Friendly and professional.Courteous and willing to provide assistance.No ID.Contacted staff member:John/Robert 3288 42nd Street and Sheridan Josie 1/18/2019 9:36 PM 49 4.90 Source:WEB Comments:Friendly and professional.No ID visible.Contacted staff member:Josie 3275 42nd Street and Sheridan Sandiandri 1/21/2019 6:07 PM 48 4.80 Source:WEB Comments:No ID visible,did not smile when approached.Professional.Courteous and willing to provide assistance.Contacted staff member:Sandiandri 1935 42nd Street and Sheridan Faith 1/26/2019 5:25 AM 29 2.90 Source:WEB Comments:Service was not provided and employee was not knowledgeable.I asked Faith about the ticket machine not working she turned her head towards me but did not smile or greet me,she just said that she didn't know.I walked over to her and asked if she was an attendant and she just shook her head no.I had to ask her name she said Faith with no incident.She was not very friendly. Contacted staff member:Faith 1936 42nd Street and Sheridan Faith 1/28/2019 9:29 AM 43 4.30 Source:WEB Comments:Average service provided without incident.I asked Faith if anyone had turned in a wallet last night and she just shook her head no and said no.When I asked her name she said Faith and smiled.She did not offer any other assistance but was not rude.Contacted staff member:Faith 3 42nd Street and Sheridan Jean 40 4.00 1935 1 2/5/2019 Source:WEB Comments:Felt valued and appreciated.Jean was helpful.At first he looked like he did not want to be approached,but when we started talking he was very friendly.He answered my questions to the best of his knowledge.Contacted staff member:Jean 2029 42nd Street and Sheridan Joseph 2/12/2019 1:27 AM 50 5.00 Source:WEB Comments:Great attitude and very helpful.Contacted staff member:Joseph 3290 42nd Street and Sheridan Faith 3/9/2019 1:33 AM 50 5.00 Source:WEB Comments:Courteous and willing to provide assistance.I meant faith on the bottom floor of the garage.I asked her if there's any place open to get coffee.She said Dunkin Donuts across the street was open.Then she wished me good night.Contacted staff member:Faith 2026 42nd Street and Sheridan Faith 3/12/2019 1:48 PM 48 4.80 Source:WEB Comments:Courteous and willing to provide assistance.Not talkative.Professional.Needed to persist to get information and answers.Contacted staff member:Faith 2020 42nd Street and Sheridan Shanel 3/14/2019 1:54 AM 50 5.00 Source:WEB Comments:Felt valued and appreciated.Used initiative to assist and provide all information.Went out her way to make sure she provided me with accurate information.Contacted staff member:Shanel 3293 42nd Street and Sheridan Alfreta 3/20/2019 6:57 PM 50 5.00 Source:WEB Comments:Friendly and professional.Used initiative to assist and provide all information.Contacted staff member:Alfreta 3309 42nd Street and Sheridan Robert 3/28/2019 2:38 PM 46 4.60 Source:WEB Comments:Professional.Courteous and willing to provide assistance.No greeting and no ID.Asked if there were any security available;seem confused.Contacted staff member:Robert Number of Shopping Experiences by Method: 14 Avg Score Sum: 64.40 Number of Reshopping Experiences by Method: 1 Average: 4.60 Number of Division Shopping Experiences: 14 Avg Score Sum: 64.40 Number of Division Reshopping Experiences: 1 Average: 4.60 4/19/2019 1:46:00 PM Page 8 of 10 • MIAMI BEACH Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 5th Street and Alton Road SHOPPING METHOD-In Person-Garage 1855 5th Street and Alton Road Jonathan 1/19/2019 8:49 PM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.Jonathan greeted and acknowledged me with a smile.He was very thorough with his responses to my questions.Contacted staff member:Jonathan 2030 5th Street and Alton Road Luis Vera 3/8/2019 10:41 AM 42 4.20 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:Luis Vera Number of Shopping Experiences by Method: 2 Avg Score Sum: 9.20 Number of Reshopping Experiences by Method: 0 Average: 4.60 Number of Division Shopping Experiences: 2 Avg Score Sum: 9.20 Number of Division Reshopping Experiences: 0 Average: 4.60 Garage - 7th Street and Collins Avenue SHOPPING METHOD-In Person-Garage 1865 7th Street and Collins Avenue Leslie 1/6/2019 2:53 AM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Leslie was very helpful and provided the information on hourly and flat rates,as well as the hours for both.Leslie was very nice and helpful.Contacted staff member:Leslie 1847 7th Street and Collins Avenue Angelique 1/11/2019 2:46 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 2044 7th Street and Collins Avenue Leslie/Angelic 1/15/2019 12:05 AM 49 4.90 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Friendly and professional.Patient-helped me with situation in garage.Contacted staff member:Leslie/Angelic ._.2 7th Street and Collins Avenue Marlon 1/17/2019 2:41 AM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Very friendly and nice.Contacted staff member:Marlon 1862 7th Street and Collins Avenue Montreal 1/18/2019 11:06 PM 49 4.90 Source:WEB Comments:Friendly and professional.Used initiative to assist and provide all information.Courteous and willing to provide assistance.Contacted staff member:Montreal 1950 7th Street and Collins Avenue Josie 1/20/2019 10:42 AM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.Gave me the pricing for the garage per hour,and the daily rate.She said there was no event pricing today.Josie was friendly approachable and helpful.Contacted staff member:Josie 2042 7th Street and Collins Avenue Moe 1/27/2019 6:55 PM 50 5.00 Source:WEB Comments:Exceptional service.Moe is an asset to the security for Miami Beach parking garages.He is very friendly,smiling the whole time.He was directing traffic looking out for the pedestrians.I was impressed by his mannerisms and demeanor.Moe wished me a good night and thanked me for coming into the garage.Contacted staff member:Moe 3007 7th Street and Collins Avenue Jose 1/31/2019 3:05 PM 50 5.00 Source:WEB Comments:Friendly and professional.Seemed approachable.Patient-took time to answer questions.Contacted staff member: Jose 2041 7th Street and Collins Avenue Ronald 2/4/2019 6:20 AM 50 5.00 Source:WEB Comments:Friendly and professional.I saw Ronald on the way up the parking garage and he stopped me and asked me how I was doing.He asked if I needed any help.Ronald is very courteous and friendly.I also saw him on the way out and he wished me a good day.Contacted staff member:Ronald 3003 7th Street and Collins Avenue Keith 2/12/2019 2:36 AM 50 5.00 Source:WEB Comments:Welcoming and joyful attitude.Courteous and willing to provide assistance.Contacted staff member:Keith 2996 7th Street and Collins Avenue Jose 2/26/2019 10:35 AM 42 4.20 Source:WEB Comments:Used initiative to assist and provide all information.Jose was helping a line of people at the ticket machine.He was patient and very respectful towards everyone he spoke to.He answered all my questions accurately and stood by to help everyone else.Contacted staff member:Jose 4/19/2019 1:46:00 PM Page 9 of 10 MIAMI B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr2 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 7th Street and Collins Avenue 3001 7th Street and Collins Avenue Justin 3/7/2019 3:27 PM 50 5.00 Source:WEB Comments:Friendly and professional.Used initiative to assist and provide all information.Polite.Great at direction and people traffic.Contacted staff member:Justin 3002 7th Street and Collins Avenue Dalie 3/8/2019 8:16 AM 42 4.20 Source:WEB Comments:Friendly and professional.Dalie had a great disposition and followed protocol.Took time to answer my question. Contacted staff member:Dalie 3012 7th Street and Collins Avenue Moe 3/9/2019 2:37 AM 50 5.00 Source:WEB Comments:Exceptional service.I saw Moe as I was driving in.He was busy directing traffic and smiling and waving.He's very friendly and helpful.As I was leaving the garage I saw him again and he waved and smiled and told me to have a good night. Contacted staff member:Moe 3010 7th Street and Collins Avenue Jose 3/12/2019 3:16 PM 50 5.00 Source:WEB Comments:Friendly and professional.Always has a smile.Courteous and willing to provide assistance.Contacted staff member: Jose 3017 7th Street and Collins Avenue Angelique 3/14/2019 3:00 AM 50 5.00 Source:WEB Comments:Great attitude and offered assistance without me requesting it.Contacted staff member:Angelique 3019 7th Street and Collins Avenue Leslie 3/17/2019 7:13 PM 50 5.00 Source:WEB Comments:Friendly and professional.Courteous and willing to provide assistance.Contacted staff member:Leslie 3014 7th Street and Collins Avenue Leslie 3/19/2019 10:39 PM 50 5.00 Source:WEB Comments:Friendly and professional.Courteous and willing to provide assistance.Contacted staff member:Leslie Number of Shopping Experiences by Method: 18 Avg Score Sum: 88.20 Number of Reshopping Experiences by Method: 0 Average: 4.90 Number of Division Shopping Experiences: 18 Avg Score Sum: 88.20 Number of Division Reshopping Experiences: 0 Average: 4.90 DEPARTMENT SUMMARY Avg Score Sum: 483.6 4 Total Number of Departmental Shopping Experiences: 101 Number of Departmental Reshopping Experiences: 3 Average: 4.79 CITY WIDE TOTALS: FY2019 Qtr2 Total Number of Departmental Shopping Experiences: 101 Avg Score Sum: 483.64 Number of Departmental Reshopping Experiences: 3 Average: 4.79 4/19/2019 1:46:00 PM Page 10 of 10