LTC 040-2017 Garage Attendant Index Results for FY 2016-17 Quarter 1MIAMI3EAC
OFFICE OF THE CITY MANAGER
LTC #
LETTER TO COMMISSION
040-2017
TO: Mayor Philip Levine and Members 4f the City C mission
FROM: Jimmy L. Morales, City Manager I' i
DATE:
January 20, 2017
SUBJECT: Garage Attendant Index Results for Y 2016/17 Quarter 1
The purpose of this Letter to Commission is to communicate the results of the newly
developed Garage Attendant Index from FY 2016/17 Quarter 1 (October 1, 2016 to
December 31, 2016).
Background
At the October 14, 2015 City Commission meeting, the Mayor and City Commission
authorized the administration to enter into negotiations with SP Plus for parking attendants
for City parking garages. Commissioner Malakoff requested better training in customer
service for all parking attendants as part of the final agreement. As such, the agreement
executed on April 18, 2016 includes performance standards aligned to the City's Customer
Service Excellence Standards, as well as penalties for not meeting those standards.
The Miami Beach Garage Attendant Index is an objective measurement of customer service
performance ranging from 1.0 (not satisfied) to 5.0 (extremely satisfied) and includes
assessments of conduct, professionalism, attire, and knowledge. The results of the
assessments are used to monitor the impacts of recently implemented initiatives to target
areas for future improvements, and assure the quality of services. Each garage is assessed
a minimum of four (4) times per quarter, at varying times of the day and evening.
Any assessment resulting in a score between 1.0 and 3.99 on a 5.0 scale results in a $100
penalty and shall require a memorandum indicating corrective action items taken to remedy
the situation. Critical item questions scoring 1.0 will result in an override of the total
assessment to a 1.0 and will result in a re-shop. Three (3) assessments scoring between
1.0 and 3.99 to the same employee will result in the removal of the employee.
Evaluation Criteria for each assessment are listed below: Critical items with an asterisk (*)
scoring a 1 result in overall score of 1 for experience:
• Garage attendant first impression was 1- clean, 2- professional, 3- greeted with a
smile, and 4- displayed appropriate behavior .*
• Service was prompt. Transaction time was quick and wait time for personal
assistance by attendant was no longer than 10 minutes or schedule for a mutually
convenient time.*
• I was greeted in a courteous manner.* (Attendant greeted me with 1- sincere hello,
2- welcoming attitude, and 3- helpful )
• Employee responded to customer in a courteous manner following the philosophy
that "the customer is not always right, but always deserves to be treated with
respect".*
• Employee provided accurate and understandable solutions/options (in English) to
customer request or directed the customer to the appropriate person who may have
knowledge in the subject matter. Employee appeared knowledgeable.
• Employee had access to necessary tools to meet request and provided a receipt.
Information and material to obtain answers and or services were readily available.
• I received the service/information required. (All of my questions or the entire service
was provided concisely and accurately)Employee had a positive, helpful attitude,
was efficient and followed through with request. Employee appeared to go the extra
mile to assist me.
• The attendant said, "Thank You!" ending the conversation showing that they
appreciated my business (Ex. Have a great day, enjoy your stay, we appreciate your
business, we hope to see you soon).
• Attendant was wearing an appropriate clean uniform with nametag and/or ID,
consistent with the contract requirements.
• The overall impression of my visit was positive. Satisfied with timeliness,
completeness, and clarity of information and/or services received. Employee
demonstrated professionalism and courtesy.
Summary of the Garage Attendant Index Results FY 2016/17 Quarter 1
Overall, the City Garage Attendant index in FY 2016/17 Quarter 1 was a 4.23 on a 5.0 scale.
The scores remain stable from the prior quarter and a slight deterioration from the prior FY
average of 4.29.
Areas of Focus in FY 2016/17 Quarter 1
• Incomplete Service — Employees in the 7th Street and Collins Avenue garage did not
provide all service/information required and did not go the extra mile to assist the
customer. Parking staff has reviewed the results of the assessments with the
contractor and issued penalties per the agreement based on 92 assessments
conducted in all garages with 27 or 24.8% scoring 3.99 or below resulting in a fine of
$2,400. This is a 6% improvement from the prior quarter. Additionally, a
memorandum was issued to correct the identified deficiencies.
MIAMI BEACH GARAGE ATTENDANT INDEX
CITYWIDE SUMMARY FOR GARAGES
Average Score Per Quarter Per Year
Year 2016 2017
1 Q2 Q3 Q4
Garage Average ? 1,9 M..IS
2016 results includes only Q3 and Q4 when program started.
KGB/L
MIAMI BEACH GARAGE ATTENDANT INDEX
CITYWIDE SUMMARY BY GARAGE Q1 2017
PARKING - PUBLIC GARAGES
Ql- 2017
Avg Score
In-Person
Experiences
Below 3
# Of Res hops
# of Reshops
Scoring Below 3
Garage -12th Street and Drexel 11 0 0 0
Garage - 13th Street and Collins 3.84 7 0 0 0
Garage - 16th Street and Collins /16.11;,; , 8 1 1 0
Garage - 17th Street and Meridian Court ti6.1111) 12 0 0 0
Garage - 17th Street and Pennsylvania ‘4.06 6 0 0 0
Garage - 18th Street and Meridian Cr,3i3i 5 1 1 0
Garage - 1900 Bay Rd ,;:i.::),.ii 9 0 0 0
Garage - 42nd Street and Sheridan ,11..21%i 10 0 0 0
Garage - 5th Street and Alton Road . 10 1 1 0
Garage - 7th Street and Collins Avenue 3.97 14 1 2 0
Garage Total 92 4 5 0
Next Quarter Assessments
City part-time staff is conducting garage attendant 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, please contact Dr. Leslie Rosenfeld
with Organization Development Performance Initiatives at extension 6923.
If you have any further questions, please feel free to contact me.
Attachment
C: Kathie G. Brooks, Assistant City Manager
Saul Francis, Parking Director
Dr. Leslie Rosenfeld, Chief Learning Development Officer
M A AA
Service Excellence
Service Shopper Program
Comprehensive Department Report
FISCAL YEAR 2017 Qtrl
CMB-GARAGES
Office of Organization Development Perfomance Initiatives
1700 Convention Center Drive
Miami Beach, FL 33139
Telephone: (305) 673-7010
Fax: (305) 673-7782
1/17/2017 3:08:00 PM Page 1 of 9
MIAMI BEACH Service Shopper Program - Comprehensive Department Report
FISCAL YEAR 2017 Qtr1
ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG
TELEPFIONE SECTION SHOPPED SHOPPED SCORE
RESHOP RESHOP# RESHOP
SOURCE DATE
PARKING - GARAGES
Garage - 12th Street and Drexel
SHOPPING METHOD - In Person-Garage
1470 12th Street & Drexel 12th Street & 10/3/2016 6:17 PM 48 4.80
Drexel
Source: WEB Comments: Exceptional service. 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: Jackie
1363 12 Street & Drexel 12th Street & 10/18/2016 11:38 PM 43 4.30
Drexel
Source: WEB Comments: Extremely knowledgeable and went out of his/her way to help. Used initiative to assist and provide all information.
Friendly and professional. Courteous and willing to provide assistance. Contacted staff member: Jorge
1277 12th Street & Drexel 12th Street & 10/24/2016 12:00 PM 46 4.60
Drexel
Source: WEB Comments: Friendly and professional. Contacted staff member: Malendie
1370 12th Street & Drexel 12th Street & 10/30/2016 7:52 PM 50 5.00
Drexel
Source: WEB Comments: Above and beyond expectations. Exceptional service. Contacted staff member: Jackie
1270 12th Street & Drexel 12th Street & 10/3/2016 5:57 PM 35 3.50
Drexel
Source: WEB Comments: Friendly and professional. Needed to persist to get information and answers. Average service provided without incident.
Contacted staff member: Jackie
1368 12th Street & Drexel 12th Street & 11/12/2016 8:05 PM 49 4.90
Drexel
Source: WEB Comments: Above and beyond expectations. Friendly and professional. Contacted staff member: Wilbur
1290 12th Street & Drexel 12th Street & 11/21/2016 11:57 AM 48 4.80
Drexel
Source: WEB Comments: Friendly and professional. Exceptional service. Contacted staff member: Malindy
1471 12th Street & Drexel 12th Street & 11/24/2016 12:04 PM 48 4.80
Drexel
Source: WEB Comments: Above and beyond expectations. Exceptional service. Contacted staff member: Jackie
1470 12th Street & Drexel 12th Street & 12/4/2016 2:59 PM 48 4.80
Drexel
Source: WEB Comments: Friendly and professional. Contacted staff member: Melindy
1585 12/6/2016 4:14 PM 49 4.90
Source: WEB Comments: Exceptional service. Contacted staff member: Jackie
1272 12 street & Drexel 12th Street & 12/15/2016 7:06 PM 50 5.00
Drexel
Source: WEB Comments: Above and beyond expectations. Contacted staff member: Randolph
Number of Shopping Experiences by Method: 11 Avg Score Sum: 51.40
Number of Reshopping Experiences by Method: 0 Average: 4.67
Number of Division Shopping Experiences: 11 Avg Score Sum: 51.40
Number of Division Reshopping Experiences: 0 Average: 4,67
Garage - 13th Street and Collins
SHOPPING METHOD - In Person-Garage
1462 13th Street and Collins Avenue 13th Street and 10/3/2016 5:43 PM 31 3.10
Collins Avenue
Source: WEB Comments: Used initiative to assist and provide all information
Average service provided without incident
Contacted staff member: RANDORPH
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MIAMIBEACH Service Shopper Program - Comprehensive Department Report
FISCAL YEAR 2017 Qtr1
ID ASSIGNMENT ASSIGNMENT ADDRESS
TELEPHONE
Garage - 13th Street and Collins
FUNCTION
SECTION
DATE
SHOPPED
TIME
SHOPPED
TOTAL
SCORE
AVG RESHOP
SOURCE
RESHOP# RESHCIP
DATE
1377 13th Street and Collins Avenue 13th Street and 10/18/2016 11:14 PM 41 4.10
Collins 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. Contacted staff member: Randolph
1476 13th Street and Collins Avenue 13th Street and 10/30/2016 7:27 PM 36 3.60
Collins Avenue
Source: WEB Comments: Friendly and professional. Contacted staff member: Casandra
1386 13th Street and Collins Avenue 13th Street and 10/3/2016 5:31 PM 48 4.80
Collins Avenue
Source: WEB Comments: Above and beyond expectations. 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: Randolph
1475 13th Street and Collins Avenue 13th Street and 11/13/2016 3:13 PM 37 3.70
Collins Avenue
Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Courteous and willing to provide assistance.
Contacted staff member: Max
1477 13th Street and Collins Avenue 13th Street and 11/24/2016 12:29 PM 41 4.10
Collins Avenue
Source: WEB Comments: Courteous and willing to provide assistance, Contacted staff member: Norma
1299 13th Street and Collins 13th Street and 12/15/2016 6:47 PM 35 3.50
Collins
Source: WEB Comments: Average service provided without incident. Didn't have on complete uniform. Contacted staff member: No name tag
Number of Shopping Experiences by Method: 7 Avg Score Sum: 26.90
Number of Reshopping Experiences by Method: 0 Average: 3.84
Number of Division Shopping Experiences: 7 Avg Score Sum: 26.90
Number of Division Reshopping Experiences: 0
Average: 3.84
Garage - 16th Street and Collins
SHOPPING METHOD - In Person-Garage
4810 16th Street and Collins 16th Street and 10/3/2016 6:49 PM 43 4.30
Collins
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. Felt valued and
appreciated. Contacted staff member: Fran
1327 16th Street and Collins 16th Street and 10/19/2016 12:13 AM 1 1.00
Collins
Source: WEB Comments: Friendly and professional. Needed to persist to get information and answers. Excessive amount of time to obtain
information. C1*-2 Not prompt 10 plus minutes. Contacted staff member: Elsie
1218 16th Street and Collins 16th Street and 10/23/2016 11:21 PM 39 3.90
Collins
Source: WEB Comments: Extremely knowledgeable and went out of his/her way to help. Used initiative to assist and provide all information.
Friendly and professional. Courteous and willing to provide assistance after I lost the ticket. Contacted staff member: Maria Mena
1297 16th Street and Collins 16th Street and 10/30/2016 7:03 PM 49 4.90
Collins
Source: WEB Comments: Friendly and professional. Above and beyond expectations. Contacted staff member: Elsie
1337 16th Street and Collins 16th Street and 10/3/2016 6:33 PM 47 4.70
Collins
Source: WEB Comments: Used Initiative to assist and provide all information. Friendly and professional. Extremely knowledgeable and went out of
his/her way to help. Contacted staff member: Fran
4933 16th Street and Collins 16th Street and 48 4.80 1327 1 11/13/2016
Collins
Source: WEB Comments: Exceptional service. 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: Maria Mena
1392 16th Street and Collins 16th Street and 12/4/2016 3:41 PM 48 4.80
Collins
Source: WEB Comments: Friendly and professional. Contacted staff member: Maria
1319 16th Street and Collins 16th Street and 12/15/2016 7:49 PM 48 4.80
Collins
1/1712017 3:08:00 PM Page 3 of 9
AVG TOTAL
SCORE
RESHOP
DATE
RESHOP
SOURCE
RESHOP# TIME
SHOPPED
ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE
TELEPHONE SECTION SHOPPED
Garage - 16th Street and Collins
Source: WEB Comments: Courteous and willing to provide assistance. Contacted staff member: Maria
Number of Shopping Experiences by Method: 8 Avg Score Sum: 33.20
Number of Reshopping Experiences by Method: 1 Average: 4.15
Number of Division Shopping Experiences: 8 Avg Score Sum: 33.20
Number of Division Reshopping Experiences: 1 Average: 4.15
Garage - 17th Street and Meridian Court
SHOPPING METHOD - In Person-Garage
MIAMIBEACH Service Shopper Program - Comprehensive Department Report
FISCAL YEAR 2017 Qtr1
1486 17th Street and Meridian Court 17th Street and 10/3/2016 7:39 PM 46 4.60
Meridian Court
Source: WEB Comments: Above and beyond expectations. 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: Richerly
1488 17th Street and Meridian Court 17th Street and 10/3/2016 7:52 PM 32 3.20
Meridian Court
Source: WEB Comments: Used initiative to assist and provide all information. Friendly and professional. Average service provided without incident.
Contacted staff member: Looyd
1314 17th Street and Meridian Court 17th Street and 10/23/2016 11:58 PM 46 4,60
Meridian Court
Source: WEB Comments: Above and beyond expectations. Extremely knowledgeable and went out of his/her way to help. Friendly and
professional. Patient - took time to answer questions. Contacted staff member: Mylene Lopez
1318 17th Street and Meridian Court 17th Street and 10/24/2016 10:08 AM 47 4.70
Meridian Court
Source: WEB Comments: Friendly and professional. Contacted staff member: Danetrle
1422 17th Street and Meridian Court 17th Street and 10/30/2016 6:11 PM 47 4.70
Meridian Court
Source: WEB Comments: Friendly and professional. Contacted staff member: Mylene
1484 17th Street and Meridian Court 17th Street and 10/3/2016 8:07 PM 32 3.20
Meridian Court
Source: WEB Comments: Needed to persist to get information and answers. Unresponsive, not customer service oriented. Contacted staff
member: Lory Delgado
1423 17th Street and Meridian Court 17th Street and 11/12/2016 6:05 PM 39 3.90
Meridian Court
Source: WEB Comments: Courteous and willing to provide assistance. Contacted staff member: Anele
1320 17th Street and Meridian Court 17th Street and 11/21/2016 9:57 AM 49 4.90
Meridian Court
Source: WEB Comments: Above and beyond expectations. Exceptional service. Contacted staff member: Dametrie
1312 17th Street and Meridian Court 17th Street and 11/24/2016 10:04 AM 37 3.70
Meridian Court
Source: WEB Comments: Courteous and willing to provide assistance. Contacted staff member: Mariam
1430 17th Street and Meridian Court 17th Street and 12/6/2016 2:14 PM 48 4.80
Meridian Court
Source: WEB Comments: Exceptional service. Contacted staff member: Median
1421 17th Street and Meridian Court 17th Street and 12/21/2016 11:27 PM 49 4.90
Meridian Court
Source: WEB Comments: Exceptional service. Above and beyond expectations. 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: Steve
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MIAMI BEACH Service Shopper Program - Comprehensive Department Report
FISCAL YEAR 2017 Qtr1
ID ASSIGNMENT ASSIGNMENT ADDRESS
TELEPHONE
FUNCTION
SECTION
DATE
SHOPPED
TIME
SHOPPED
TOTAL
SCORE
AVG RESHOP
SOURCE
RESHOP# RESHOP
DATE
Garage - 17th Street and Meridian Court
1427 17th Street and Meridian Court 17th Street and 12/22/2016 12:00 AM 31 3.10
Meridian Court
Source: WEB
Comments: Average service provided without incident. Patient - took time to answer questions. Contacted staff member: Wilma
Number of Shopping Experiences by Method: 12 Avg Score Sum: 50.30
Number of Reshopping Experiences by Method: 0 Average: 4,19
Number of Division Shopping Experiences: 12 Avg Score Sum: 50.30
Number of Division Reshopping Experiences: 0 Average: 4.19
Garage - 17th Street and Pennsylvania
SHOPPING METHOD - In Person-Garage
1237
1326
1330
Source: WEB
Source: WEB
17th Street and Pennsylvania 17th Street and 10/24/2016 10:27 AM 50 5.00
Ave Pennsylvania Ave
Comments: Above and beyond expectations. Contacted staff member: Ida
17th Street and Pennsylvania 17th Street and 10/30/2016 6:33 PM 47 4.70
Ave Pennsylvania Ave
Comments: Friendly and professional. Contacted staff member: Reshirley
17th Street and Pennsylvania 17th Street and 10/3/2016 7:40 PM 34 3.40
Ave Pennsylvania Ave
Source: WEB Comments: Friendly and professional. Used initiative to assist and provide all information. Contacted staff member: Loyd
1447 17th Street and Pennsylvania 17th Street and 11/12/2016 6:33 PM 50 5.00
Ave Pennsylvania Ave
Source: WEB Comments: Exceptional service. Contacted staff member: Joe
1506 17th Street and Pennsylvania 17th Street and 11/13/2016 4:06 PM 36 3.60
Ave Pennsylvania Ave
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: Giovanni
1576 12/6/2016 2:41 PM 47 4.70
Source: WEB Comments: Extremely knowledgeable and went out of his/her way to help. Above and beyond expectations. Contacted staff
member: Jose
Number of Shopping Experiences by Method: 6 Avg Score Sum: 26.40
Number of Reshopping Experiences by Method: 0 Average: 4.40
Number of Division Shopping Experiences: 6 Avg Score Sum: 26.40
Number of Division Reshopping Experiences: 0 Average: 4.40
Garage - 18th Street and Meridian
SHOPPING METHOD - In Person-Garage
1259
1264
1266
1263
Source: WEB
Source: WEB
Source: WEB
Source: WEB
18th Street and Meridian Ave 18th Street and 10/24/2016 9:43 AM 46 4.60
Meridian Ave
Comments: Friendly and professional. Contacted staff member: Katrina
18th Street and Meridian Ave 18th Street and 10/30/2016 5:34 PM 29 2.90
Meridian Ave
Comments: Inattentive. Very sick, slouching in chair, no energy. Contacted staff member: Meriel
18th Street and Meridian Ave 18th Street and 11/12/2016 5:34 PM 49 4.90
Meridian Ave
Comments: Extremely knowledgeable and went out of his/her way to help. Patient - took time to answer questions. Contacted staff
member: Francisco
18th Street and Meridian Ave 18th Street and 11/21/2016 9:34 AM 48 4.80
Meridian Ave
Comments: Above and beyond expectations. Contacted staff member: Karina
1/17/2017 3:08:01 PM
Page 5 of 9
AVG TOTAL
SCORE
ID RESHOP
DATE
DATE
SHOPPED
TIME
SHOPPED
FUNCTION
SECTION
RESHOP RESHOP#
SOURCE
ASSIGNMENT ASSIGNMENT ADDRESS
TELEPHONE
Garage - 18th Street and Meridian
18th Street and Meridian Ave 18th Street and 47 4.70 1264 1 11/24/2016
Meridian Ave
Comments: Friendly and professional. Courteous and willing to provide assistance. Contacted staff member: Katrina
5018
Source: WEB
Number of Shopping Experiences by Method: 5 Avg Score Sum: 21.90
Number of Reshopping Experiences by Method: 1 Average: 4.38
Number of Division Shopping Experiences: 5 Avg Score Sum: 21.90
Number of Division Reshopping Experiences: 1 Average: 4.38
Garage - 1900 Bay Rd
SHOPPING METHOD - In Person-Garage
MIAMI BEACH Service Shopper Program - Comprehensive Department Report
FISCAL YEAR 2017 Qtr1
1512 1900 Bay Rd, Sunset Harbour 1900 Bay Rd, 10/18/2016 9:57 PM 31 3.10
Sunset Harbour
Source: WEB Comments: Average service provided without incident. Needed to persist to get information and answers. Contacted staff member:
JOE
1468 1900 Bay Rd, Sunset Harbour 1900 Bay Rd, 10/23/2016 11:19 PM 40 4.00
Sunset Harbour
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: JOSE
1432 1900 Bay Rd, Sunset Harbour 1900 Bay Rd, 10/24/2016 9:19 AM 49 4.90
Sunset Harbour
Source: WEB Comments: Friendly and professional. Above and beyond expectations. Contacted staff member: Jared
1395 1900 Bay Rd 1900 Bay Rd 11/3/2016 7:19 PM 43 4.30
Source: WEB Comments: Extremely knowledgeable and went out of his/her way to help. Exceptional service. Used initiative to assist and provide
all information. Friendly and professional. Patient - took time to answer questions. Contacted staff member: Richerly
1244 1900 Bay Rd 1900 Bay Rd 11/13/2016 1:24 PM 47 4.70
Source: WEB Comments: Exceptional service. Extremely knowledgeable and went out of his/her way to help. Used initiative to assist and provide
all information. Patient - took time to answer questions. Contacted staff member: Denise
1570
Source: WEB
1573
Source: WEB
1571
Source: WEB Comments: Courteous and willing to provide assistance. Everything was good except that she didn't have on complete uniform (no
name tag). Contacted staff member: No name tag
1572 12/21/2016 9:01 PM 36 3.60
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: John
Number of Shopping Experiences by Method: 9 Avg Score Sum: 38.80
Number of Reshopping Experiences by Method: 0 Average: 4.31
Number of Division Shopping Experiences: 9 Avg Score Sum: 38.80
Number of Division Reshopping Experiences: 0 Average: 4.31
Garage - 42nd Street and Sheridan
SHOPPING METHOD - In Person-Garage
1255 42nd Street and Sheridan 42nd Street and 10/18/2016 9:11 PM 41 4.10
Avenue Sheridan Avenue
Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Courteous and willing to provide assistance.
Contacted staff member: Heidi
1/17/2017 3:08:01 PM Page 6 of 9
12/4/2016 1:04 PM 49 4.90
Comments: Friendly and professional. Contacted staff member: Diane
12/6/2016 12:55 PM 48 4.80
Comments: Exceptional service. Contacted staff member: Jarad
12/15/2016 5:09 PM 45 4.50
ASSIGNMENT
TELEPHONE
RESHOP
SOURCE
RESHOP# RESHOP
DATE
ID ASSIGNMENT ADDRESS AVG FUNCTION
SECTION
DATE
SHOPPED
TIME
SHOPPED
TOTAL
SCORE
MIAMI BEACH Service Shopper Program - Comprehensive Department Report
FISCAL YEAR 2017 Qtr1
Garage - 42nd Street and Sheridan
1250 42nd Street and Sheridan 42nd Street and 10/23/2016 11:56 PM
37 3.70
Avenue Sheridan Avenue
Source: WEB Comments: Used initiative to assist and provide all information. Friendly and professional. Patient - took time to answer questions.
Contacted staff member: Uerna
1411 42nd Street and Sheridan 42nd Street and 10/24/2016 8:41 AM 47 4.70
Avenue Sheridan Avenue
Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Contacted staff member: Maria
1356 42nd Street and Sheridan 42nd Street and 10/30/2016 4:26 PM 39 3.90
Avenue Sheridan Avenue
Source: WEB Comments: Courteous and willing to provide assistance. Contacted staff member: Reese
1493 42nd Street and Sheridan 42nd Street and 11/12/2016 4:34 PM 48 4.80
Avenue Sheridan Avenue
Source: WEB Comments: Friendly and professional. Above and beyond expectations. Contacted staff member: Reese
1374 42nd Street and Sheridan 42nd Street and 11/21/2016 8:18 AM 47 4.70
Avenue Sheridan Avenue
Source: WEB Comments: Exceptional service. Contacted staff member: Marie
1490 42nd Street and Sheridan 42nd Street and 11/24/2016 8:24 AM 46 4.60
Avenue Sheridan Avenue
Source: WEB Comments: Friendly and professional. Contacted staff member: Marie
1599 12/4/2016 4:11 PM 38 3.80
Source: WEB Comments: Courteous and willing to provide assistance. Contacted staff member: Lewis
1492 42nd Street and Sheridan 42nd Street and 12/6/2016 1:32 PM 40 4.00
Avenue Sheridan Avenue
Source: WEB Comments: Courteous and willing to provide assistance, Contacted staff member: Marie
1402 42nd Street and Sheridan 42nd Street and 12/15/2016 4:32 PM 43 4.30
Avenue Sheridan Avenue
Source: WEB Comments: Patient - took time to answer questions. She wasn't to specific but answered all my questions. Contacted staff member:
Marie Allen
Number of Shopping Experiences by Method: 10 Avg Score Sum: 42.60
Number of Reshopping Experiences by Method: 0 Average: 4.26
Number of Division Shopping Experiences: 10 Avg Score Sum: 42.60
Number of Division Reshopping Experiences: 0
Average: 4.26
Garage - 5th Street and Alton Road
SHOPPING METHOD - In Person-Garage
1466 5th Street and Alton Road 5th Street and 10/3/2016 4:33 PM 38 3.80
Alton Road
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: Suzanna Rojas
1303 5th Street and Alton Road 5th Street and 10/24/2016 11:03 AM 49 4.90
Alton Road
Source: WEB Comments: Extremely knowledgeable and went out of his/her way to help. Above and beyond expectations. Contacted staff
member: Andrew
1231 6th Street and Alton Road 5th Street and 11/12/2016 7:02 PM 49 4.90
Alton Road
Source: WEB Comments: Friendly and professional. Exceptional service. Contacted staff member: Susanna
1307 5th Street and Alton Road 5th Street and 11/13/2016 2:33 PM 1 1.00
Alton Road
Source: WEB Comments: Needed to persist to get Information and answers. Excessive amount of time to obtain information. Given the "run
around". Unresponsive, not customer service oriented. Attendant took a long time around 20 minutes to process the payment for the
lost ticket and was very rude and impatient. C1*-2 Not prompt 10 plus minutes. C1*-3 Not acceptable. Attendant was rude. Contacted
staff member: Betty
1235 5th Street and Alton Road 5th Street and 11/21/2016 10:55 AM 47 4.70
Alton Road
Source: WEB Comments: Friendly and professional. Contacted staff member: Andrew
1/17/2017 3:08:01 PM Page 7 of 9
ID ASSIGNMENT
TELEPHONE
ASSIGNMENT ADDRESS FUNCTION
SECTION
TIME
SHOPPED
DATE
SHOPPED
TOTAL
SCORE
AVG RESHOP
SOURCE
RESHOP# RESHOP
DATE
MIAMI BEACH Service Shopper Program - Comprehensive Department Report
FISCAL YEAR 2017 Qtr1
Garage - 5th Street and Alton Road
1283 5th Street and Alton Road 5th Street and 11/24/2016 10:56 AM 48 4.80
Alton Road
Source: WEB Comments: Above and beyond expectations. Friendly and professional. Contacted staff member: Andrew
1306 5th Street and Alton Road 5th Street and 11/29/2016 3:33 PM 41 4.10
Alton Road
Source: WEB Comments: Information not accurate. Gave wrong information but supervisor corrected her. Contacted staff member: Unable to read
name tag
5028 5th Street and Alton Road 5th Street and 50 5.00 1307 1 12/4/2016
Alton Road
Source: WEB Comments: Above and beyond expectations. Exceptional service. Contacted staff member: Betty
1601 12/15/2016 5:41 PM 43 4.30
Source: WEB Comments: Courteous and willing to provide assistance. Had the jacket over her uniform. Contacted staff member: Unable to read
name tag
1602 12/21/2016 9:09 PM 47 4.70
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: Dantra
Number of Shopping Experiences by Method: 10 Avg Score Sum: 42.20
Number of Reshopping Experiences by Method: 1 Average: 4.22
Number of Division Shopping Experiences: 10 Avg Score Sum: 42.20
Number of Division Reshopping Experiences: 1 Average: 4,22
Garage - 7th Street and Collins Avenue
SHOPPING METHOD - In Person-Garage
1453 7th Street and Collins Avenue 7th Street and 10/3/2016 5:01 PM 32 3.20
Collins Avenue
Source: WEB Comments: Average service provided without incident. Needed to persist to get information and answers. Patient - took time to
answer questions. Contacted staff member: Saulette Sermont
1454 7th Street and Collins Avenue 7th Street and 10/18/2016 11:11 PM 27 2.70
Collins Avenue
Source; WEB Comments: Needed to persist to get information and answers. Unresponsive, not customer service oriented. Contacted staff
member: Mayelin
4830 7th Street and Collins Avenue 7th Street and 31 3.10 1454 1 10/24/2016
Collins Avenue
Source: WEB Comments: Average service provided without incident. Contacted staff member: Solay
1396 7th Street and Collins Avenue 7th Street and 10/30/2016 8:15 PM 27 2.70
Collins Avenue
Source: WEB Comments: Service was not provided and employee was not knowledgeable. Average service provided without incident. Contacted
staff member: Anell
1455 7th Street and Collins Avenue 7th Street and 10/3/2016 5:05 PM 33 3.30
Collins Avenue
Source: WEB Comments: Used initiative to assist and provide all information. Patient - took time to answer questions. Needed to persist to get
information and answers. Contacted staff member: Saulette Sermont
4927 7th Street and Collins Avenue 7th Street and 43 4.30 1396 1 11/12/2016
Collins Avenue
Source: WEB Comments: Courteous and willing to provide assistance, Friendly and professional. Contacted staff member: Rose
1203 7th Street and Collins Avenue 7th Street and 11/13/2016 2:45 PM 47 4.70
(G1) Collins Avenue
Source: WEB Comments: Exceptional service. Above and beyond expectations. Extremely knowledgeable and went out of his/her way to help.
Used initiative to assist and provide all information. Friendly and professional. Contacted staff member: Rose
1458 7th Street and Collins Avenue 7th Street and 11/21/2016 11:25 AM 36 3.60
Collins Avenue
Source; WEB Comments: Average service provided without incident. Contacted staff member: Solay
1251 7th Street and Collins Avenue 7th Street and 11/24/2016 11:26 AM 42 4.20
Collins Avenue
Source: WEB Comments: Friendly and professional. Courteous and willing to provide assistance. Contacted staff member: Mama
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MIAMI BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2017 Qtr1
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
1564 12/4/2016 2:31 PM 47 4.70
Source: WEB Comments: Friendly and professional. Contacted staff member: Rose
1567 12/6/2016 3:16 PM 49 4.90
Source: WEB Comments: Extremely knowledgeable and went out of his/her way to help. Friendly and professional. Contacted staff member:
Andrew
1569 12/6/2016 3:48 PM 45 4.50
Source: WEB Comments: Friendly and professional. Contacted staff member: Solay
1565 12/15/2016 6:10 PM 50 5.00
Source: WEB Comments: Used initiative to assist and provide all Information. Contacted staff member: Lillian
1566 12/21/2016 10:26 PM 47 4.70
Source: WEB Comments: Above and beyond expectations. Extremely knowledgeable and went out of his/her way to help. Friendly and
professional. Patient - took time to answer questions. Felt valued and appreciated. Contacted staff member: Niria
Number of Shopping Experiences by Method: 14 Avg Score Sum: 55.60
Number of Reshopping Experiences by Method: 2 Average: 3.97
Number of Division Shopping Experiences: 14 Avg Score Sum: 55.60
Number of Division Reshopping Experiences: 2 Average: 3.97
DEPARTMENT SUMMARY Avg Score Sum: 389.3
0
Total Number of Departmental Shopping Experiences: 92
Number of Departmental Reshopping Experiences: 5 Average: 4.23
CITY WIDE TOTALS: FY2017 Qtrl
Total Number of Departmental Shopping Experiences: 92 Avg Score Sum: 389.30
Number of Departmental Reshopping Experiences: 5 Average: 4.23
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