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LTC 428-2018 Garage Attendant and Security Index Results for FY 2017-18 Quarter 3MIAMIBEACH OFFICE OF THE CITY MANAGER LTC # LETTER TO COMMISSION 428 -2018 TO: Mayor Dan Gelber and Members of the City Commission FROM: Jimmy L. Morales, City Manager f' •gip' -p r' 0 DATE: August 1, 2018 SUBJECT: Garage Attendant and Security Index Results for FY 2017/18 Quarter 3 The purpose of this Letter to Commission is to communicate the results of the newly developed Garage Attendant and Security Index from FY 2017/18 Quarter 3 (April 1, 2018 to June 30, 2018). Key Q3 Metrics: • Attendant Average Index Rating: 4.89 • Attendant Percent Improvement from Base Year: 13.99% • Security Average Index Rating: 4.90 • Security Percent Improvement from Prior Quarter: 3.38% Background At the October 14, 2015 City Commission meeting, the Mayor and City Commission authorized the administration to enter into negotiations with SP Plus for parking attendants for City parking garages. Commissioner Malakoff requested better training in customer service for all parking attendants as part of the final agreement. As such, the agreement executed on April 18, 2016 includes performance standards aligned to the City's Customer Service Excellence Standards, as well as penalties for not meeting those standards. Beginning in November 2016, the automated parking revenue control system (SKIDATA) was implemented, with full utilization in nine out of the ten city garages by November 2017. This shift resulted in increased interaction with garage security personnel. As such, garage security personnel received customer service training in September 2017, and were made aware a Garage Security Index would be implemented beginning October 1, 2017. The Miami Beach Garage Attendant Index is an objective measurement of customer service performance ranging from 1.0 (not satisfied) to 5.0 (extremely satisfied) and includes assessments of conduct, professionalism, attire, and knowledge. The results of the assessments are used to monitor the impacts of recently implemented initiatives to target areas for future improvements, and assure the quality of services. Each garage is assessed a minimum of four (4) times per quarter, at varying times of the day and evening. Any assessment resulting in a score between 1.0 and 3.99 on a 5.0 scale results in a $100 penalty and shall require a memorandum indicating corrective action items taken to remedy the situation. Critical item questions scoring 1.0 will result in an override of the total assessment to a 1.0 and will result in a re -shop. Three (3) assessments scoring between 1.0 and 3.99 to the same employee will result in the removal of the employee. The Miami Beach Garage Security Index is an objective measurement of customer service performance ranging from 1.0 (not satisfied) to 5.0 (extremely satisfied) and includes assessments of conduct, professionalism, attire, and knowledge. The results of the assessments are used to monitor the impacts of recently implemented initiatives to target areas for future improvements, and assure the quality of services. Each garage is assessed a minimum of four (4) times per quarter, at varying times of the day and evening. Summary of the Garage Attendant Index Results FY 2017/18 Quarter 3 Overall, the City Garage Attendant Index in FY 2017/18 Quarter 3 was a 4.89 on a 5.0 scale. The scores remained stable from the prior quarter and improved from the prior FY average of 4.28 by 14.25 %. Areas of Focus in FY 2017/18 Quarter 3 • Requested Information Not Provided- Employees are to answer all customer questions concisely and accurately with a positive and helpful attitude. In several instances, employees were not easily accessible or willing to assist. Parking staff have reviewed the results of the assessments with the contractor for garage attendants and issued penalties per the agreement based on 323 assessments conducted in all garages with 4 or 1.24% scoring 3.99 or below resulting in a fine of $400. Citywide score this quarter remained stable from the prior quarter. Additionally, a memorandum was issued to correct the identified deficiencies. Summary of the Garage Security Index Results FY 2017/18 Quarter 3 Overall, the City Garage Attendant Index in FY 2017/18 Quarter 3 was a 4.90 on a 5.0 scale. The scores improved from the prior quarter by 3.38 %. Areas of Focus in FY 2017/18 Quarter 3 • ID Not Visible- Security personnel are required to wear an identification (ID) badge at all times either on the shoulder or around the neck for ease of reference by the customer. Personnel did not have their ID badges visible. • Requested Information Not Provided- Security personnel are to answer all customer questions concisely and accurately with a positive and helpful attitude. MIAMI BEACH GARAGE ATTENDANT /SECURITY INDEX CITYWIDE SUMMARY FOR GARAGES Average Score Per Quarter Per Year Year 2016 2017 2018 Quarter - Q1 02- Q3 ., t = QA- Q2 0 % change from Oar QV % change froM attarff QAT 96 ntt P from MO y_ r14' -_ Garage Attendant 2.09% 14.25% 13.99% Garage Security 3.38% MIAMI BEACH GARAGE ATTENDANT INDEX CITYWIDE SUMMARY BY GARAGE Q3 2018 ATTENDANT Q3- 2018 Avg Score # Initial Experiences Experiences Below 4 ($100 fine) # Of Reshops for Experiences below 4 # of Reshops Scoring Below 4 ( $100 additional fine) Garage - 12th Street and Drexel 0 0 0 Garage - 13th Street and Collins 0 0 0 Garage - 16th Street and Collins I 0 0 0 Garage - 17th Street and Meridian Court j 0 0 0 Garage - 17th Street and Pennsylvania I 0 0 0 Garage - 18th Street and Meridian � 1 1 0 Garage - 1900 Bay Rd 1 1 0 Garage - 42nd Street and Sheridan 0 0 0 Garage - 5th Street and Alton Road 1 1 1 Garage - 7th Street and Collins Avenue j . I 1 1 0 Garage Total 4 4 1 MIAMI BEACH GARAGE SECURITY INDEX CITYWIDE SUMMARY BY GARAGE Q3 2018 SECURITY Q3- 2018 # Avg Score Initial Experiences Experiences Below 4 ($100 fine) # Of Res hops for Experiences below 4 # of Reshops Scoring Below 4 ( $100 additional fine) Garage - 12th Street and Drexel ! 1 1 0 Garage - 13th Street and Collins 0 0 0 Garage - 16th Street and Collins 0 0 0 Garage - 17th Street and Meridian Court 0 0 0 Garage - 17th Street and Pennsylvania 0 0 0 Garage - 18th Street and Meridian 0 0 0 Garage - 1900 Bay Rd 0 0 0 Garage - 42nd Street and Sheridan 1 1 0 Garage - 5th Street and Alton Road 0 0 0 Garage - 7th Street and Collins Avenue 0 0 0 Garage Total 2 2 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 Office/ KGB/LDR Evaluation Criteria for each assessment are listed below: Critical items with an asterisk ( *) scoring a 1 result in overall score of 1 for experience: • Garage attendant/security first impression was 1- clean, 2- professional, 3- greeted with a smile, and 4- displayed appropriate behavior .* • Service was prompt. Transaction time was quick and wait time for personal assistance by attendant/security was no longer than 10 minutes or schedule for a mutually convenient time.* • I was greeted in a courteous manner.* (Attendant/security greeted me with 1- sincere hello, 2- welcoming attitude, and 3- helpful ) • Employee responded to customer in a courteous manner following the philosophy that "the customer is not always right, but always deserves to be treated with respect ".* • Employee provided accurate and understandable solutions /options (in English) to customer request or directed the customer to the appropriate person who may have knowledge in the subject matter. Employee appeared knowledgeable. • Employee had access to necessary tools to meet request and provided a receipt. Information and material to obtain answers and or services were readily available. • I received the service /information required. (All of my questions or the entire service was provided concisely and accurately)Employee had a positive, helpful attitude, was efficient and followed through with request. Employee appeared to go the extra mile to assist me. • The attendant/security said, "Thank You!" ending the conversation showing that they appreciated my business (Ex. Have a great day, enjoy your stay, we appreciate your business, we hope to see you soon). • Attendant/security was wearing an appropriate clean uniform with nametag and /or ID, consistent with the contract requirements. • The overall impression of my visit was positive. Satisfied with timeliness, completeness, and clarity of information and /or services received. Employee demonstrated professionalism and courtesy. Service Excellence Service Shopper Program Garage Attendant Report FISCAL YEAR 2018 Qtr3 Office of Organization Development Perfomance Initiatives 1700 Convention Center Drive Miami Beach, FL 33139 Telephone: (305) 673 -7010 Fax: (305) 673 -7782 8/1/2018 11:29:34 AM Page 1 of 22 MIAMI BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr3 ID ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE PARKING - GARAGE ATTENDANT Garage - 12th Street and Drexel SHOPPING METHOD - In Person - Garage 1209 12th Street & Drexel Danetra 4/12/2018 11:21 AM 39 4.33 1473 1357 1275 2690 2688 7723 1286 2689 2691 2692 2693 2694 2860 2862 2863 Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Comments: Professional. Courteous and willing to provide assistance. No pleasantry. Seemed like I was interrupting her. Contacted staff member: Danetra 12th Street & Drexel Ida 4/17/2018 3:17 PM 50 5.00 Comments: Friendly and professional. Contacted staff member: Ida 12th Street & Drexel Esteban 4/23/2018 2:28 PM 50 5.00 Comments: Friendly and professional. Contacted staff member: Esteban 12th Street & Drexel Jorge 5/4/2018 3:35 PM 49 4.90 Comments: Courteous and willing to provide assistance. Patient - took time to answer questions. Contacted staff member: Jorge 12th Street and Drexel Esteban 5/7/2018 11:25 AM 45 5.00 Comments: Friendly and professional. Contacted staff member: Esteban 12th Street and Drexel Denitra 5/8/2018 7:39 PM 45 5.00 Comments: Patient - took time to answer questions. Professional. Contacted staff member: Denitra 12th Street & Drexel Giovanni 5/12/2018 3:57 PM 48 4.80 Comments: Courteous and willing to provide assistance. Patient - took time to answer questions. Friendly and professional. Contacted staff member: Giovanni 12th Street & Drexel Demetra 5/22/2018 3:20 PM 50 5.00 Comments: Patient - took time to answer questions. Friendly and professional. Contacted staff member: Demetra 12th Street and Drexel Denise 5/26/2018 8:07 AM 43 4.78 Comments: Courteous and willing to provide assistance. Friendly and professional. Contacted staff member: Denise 12th Street and Drexel Denitra 6/7/2018 10:38 AM 50 5.00 Comments: Friendly and professional. Contacted staff member: Denitra 12th Street and Drexel Wilber 6/8/2018 8:00 PM 48 4.80 Comments: Extremely knowledgeable and went out of his /her way to help. Friendly and professional. Courteous and willing to provide assistance. Contacted staff member: Wilber 12th Street and Drexel Giovanni 6/9/2018 3:10 AM 50 5.00 Comments: Used initiative to assist and provide all information. Courteous and willing to provide assistance. Contacted staff member: Giovanni 12th Street and Drexel Wilbur 6/10/2018 3:34 PM 49 4.90 Comments: Friendly and professional. Contacted staff member: Wilbur 12th Street and Drexel Raul 6/12/2018 7:20 PM 45 5.00 Comments: Exceptional service. Contacted staff member: Raul 12th Street and Drexel Carina 6/15/2018 7:34 PM 50 5.00 Comments: Exceptional service. Friendly and professional. Contacted staff member: Carina 12th Street and Drexel Wilbert 6/16/2018 3:03 AM 50 5.00 Comments: Above and beyond expectations. Extremely knowledgeable and went out of his /her way to help. Contacted staff member: Wilbert 8/1/2018 11:29:34 AM Page 2 of 22 MIAMI BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr3 ID ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - 12th Street and Drexel 2868 Source: WEB Comments: Patient - took time to answer questions. Professional. Contacted staff member: Esteban 2859 12th Street and Drexel Karina 6/22/2018 7:35 PM 50 5.00 Source: WEB Comments: Extremely knowledgeable and went out of his /her way to help. Friendly and professional. Contacted staff member: Karina 2872 12th Street and Drexel Wilbert 6/23/2018 11:03 PM 50 5.00 Source: WEB Comments: Courteous and willing to provide assistance. Contacted staff member: Wilbert 2696 12th Street and Drexel Wilber 6/24/2018 6:16 PM 50 5.00 Source: WEB Comments: Friendly and professional. Contacted staff member: Wilber 2865 12th Street and Drexel Alvarez 6/26/2018 3:32 AM 50 5.00 Source: WEB Comments: Used initiative to assist and provide all information. Friendly and professional. Contacted staff member: Alvarez 2869 12th Street and Drexel Jackie 6/26/2018 3:33 AM 50 5.00 Source: WEB Comments: Above and beyond expectations. Contacted staff member: Jackie 2871 12th Street and Drexel Carina 6/29/2018 7:52 PM 50 5.00 Source: WEB Comments: Courteous and willing to provide assistance. Contacted staff member: Carina 2864 12th Street and Drexel Balindy 6/30/2018 11:31 AM 46 4.60 Source: WEB Comments: Used initiative to assist and provide all information. No genuine pleasantry. No name tag. Contacted staff member: Balindy Number of Shopping Experiences by Method: 24 Avg Score Sum: 118.1 1 Number of Reshopping Experiences by Method: 0 Average: 4.92 Number of Division Shopping Experiences: 24 Avg Score Sum: 118.1 1 12th Street and Drexel Esteban 6/17/2018 3:24 PM 45 5.00 Number of Division Reshopping Experiences: 0 Average: 4.92 Garage - 13th Street and Collins SHOPPING METHOD - In Person - Garage 1280 13th Street and Collins Esteban 4/12/2018 10:53 AM 45 5.00 Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Contacted staff member: Esteban 1380 13th Street and Collins Avenue Jonathan 4/15/2018 10:29 PM 44 4.40 Source: WEB Comments: Friendly and professional. Felt valued and appreciated. Used initiative to assist and provide all information. Contacted staff member: Jonathan 1639 13th Street and Collins Richerly 4/16/2018 11:59 PM 45 5.00 Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Courteous and willing to provide assistance. Directed me to the nearest ATM. The overall impression of my visit was extremely positive. Contacted staff member: Richerly 1360 13th Street and Collins Demitra 4/17/2018 3:41 PM 50 5.00 Source: WEB Comments: Friendly and professional. Contacted staff member: Demitra 1386 13th Street and Collins Avenue Jonathan 4/18/2018 7:24 AM 45 5.00 Source: WEB Comments: Extremely knowledgeable and went out of his /her way to help. Used initiative to assist and provide all information. Friendly and professional. I lost my garage ticket, he promptly assisted me. I provided the documents requested in the blue box. He was very patient and helpful. Contacted staff member: Jonathan 1387 13th Street and Collins Avenue Ida 4/23/2018 2:00 PM 44 4.89 Source: WEB Comments: Friendly and professional. Was not aware of on going events affecting the garage. Contacted staff member: Ida 8/1/2018 11:29:35 AM Page 3 of 22 MIAMI BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr3 ID IASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - 13th Street and Collins 1636 13th Street and Collins Norma 4/24/2018 11:30 AM 50 5.00 Source: WEB Comments: Extremely knowledgeable and went out of his /her way to help. Patient - took time to answer questions. Courteous and willing to provide assistance. She gave me the address to the parking department and explained that only residents and people that work in Miami beach can qualify. She was very attentive and courteous. Contacted staff member: Norma 1474 13th Street and Collins Avenue Angel 4/30/2018 7:53 PM 50 5.00 Source: WEB Comments: Exceptional service. Friendly and professional. Contacted staff member: Angel 1474 13th Street and Collins Avenue Angel 4/30/2018 7:53 PM 50 5.00 Source: WEB Comments: Exceptional service. Friendly and professional. Contacted staff member: Angel 1474 13th Street and Collins Avenue Angel 4/30/2018 7:53 PM 50 5.00 Source: WEB Comments: Exceptional service. Friendly and professional. Contacted staff member: Angel 1475 13th Street and Collins Avenue Randolf 5/4/2018 4:08 PM 50 5.00 Source: WEB Comments: Friendly and professional. Contacted staff member: Randolf 1382 13th Street and Collins Avenue Ida 5/7/2018 10:52 AM 45 5.00 Source: WEB Comments: Friendly and professional. Contacted staff member: Ida 1279 13th Street and Collins Tony 5/22/2018 3:39 PM 50 5.00 Source: WEB Comments: Friendly and professional. Contacted staff member: Tony 2697 13th Street and Collins Giovanni 5/26/2018 8:05 AM 43 4.78 Source: WEB Comments: Friendly and professional. Courteous and willing to provide assistance. Contacted staff member: Giovanni 1590 13th Street and Collins Randolph 5/31/2018 11:42 AM 50 5.00 Source: WEB Comments: Exceptional service. Contacted staff member: Randolph 1588 13th Street and Collins Esteban 6/6/2018 3:58 PM 50 5.00 Source: WEB Comments: Patient - took time to answer questions. Professional. Contacted staff member: Esteban 1587 13th Street and Collins Denitra 6/7/2018 10:12 AM 45 5.00 Source: WEB Comments: Professional. Patient - took time to answer questions. Contacted staff member: Denitra 2760 13th Street and Collins Karina 6/8/2018 7:38 PM 48 4.80 Source: WEB Comments: Friendly and professional. Courteous and willing to provide assistance. Contacted staff member: Karina 2762 13th Street and Collins Jacky 6/9/2018 3:40 AM 45 5.00 Source: WEB Comments: Exceptional service. Contacted staff member: Jacky 2761 13th Street and Collins Marcuson 6/10/2018 3:17 PM 48 4.80 Source: WEB Comments: Courteous and willing to provide assistance. Friendly and professional. Contacted staff member: Marcuson 2874 13th Street and Collins Karina 6/12/2018 7:04 PM 50 5.00 Source: WEB Comments: Exceptional service. Contacted staff member: Karina 2880 13th Street and Collins Treniqua 6/12/2018 7:35 PM 50 5.00 Source: WEB Comments: Extremely knowledgeable and went out of his /her way to help. Felt valued and appreciated. Contacted staff member: Treniqua 2873 13th Street and Collins Jennifer 6/14/2018 11:19 AM 48 4.80 Source: WEB Comments: Friendly and professional. Courteous and willing to provide assistance. Contacted staff member: Jennifer 8/1/2018 11:29:35 AM Page 4 of 22 MIAlv1I BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr3 ID ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - 13th Street and Collins 2886 13th Street and Collins Avenue Denise 2877 2875 2875 2876 2878 2879 2881 2887 2882 2883 2884 Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB 6/15/2018 7:21 PM 45 5.00 Comments: Used initiative to assist and provide at information. Contacted staff member: Denise 13th Street and Collins Giovanni 6/16/2018 3:34 AM 50 5.00 Comments: Used initiative to assist and provide all information. Friendly and professional. Contacted staff member: Giovanni 13th Street and Collins Raul 6/17/2018 3:49 PM 45 5.00 Comments: Patient - took time to answer questions. Friendly and professional. Contacted staff member: Raul 13th Street and Collins Raul 6/17/2018 3:49 PM 45 5.00 Comments: Patient - took time to answer questions. Friendly and professional. Contacted staff member: Raul 13th Street and Collins Giovanni 6/21/2018 11:48 PM 44 4.89 Comments: Friendly and professional. Contacted staff member: Giovanni 13th Street and Collins Angel 6/23/2018 11:02 PM 49 4.90 Comments: Friendly and professional. Contacted staff member: Angel 13th Street and Collins Marcaron 6/24/2018 5:56 PM 49 4.90 Comments: Courteous and willing to provide assistance. Contacted staff member: Marcaron 13th Street and Collins Randolph 6/26/2018 3:56 AM 50 5.00 Comments: Exceptional service. Contacted staff member: Randolph 13th Street and Collins Avenue Michael 6/26/2018 3:58 AM 50 5.00 Comments: Friendly and professional. Patient - took time to answer questions. Contacted staff member: Micheal 13th Street and Collins Norma 6/28/2018 2:58 PM 41 4.10 Comments: Felt valued and appreciated. Proper greeting and farewell, but did not smile much. Answered and assisted with all my questions. Contacted staff member: Norma 13th Street and Collins Angel 6/29/2018 7:18 PM 50 5.00 Comments: Friendly and professional. Contacted staff member: Angel 13th Street and Collins Samuel 6/30/2018 11:52 AM 50 5.00 Comments: Exceptional service. Contacted staff member: Samuel Number of Shopping Experiences by Method: 35 Avg Score Sum: 172.2 6 Number of Reshopping Experiences by Method: 0 Average: 4.92 Number of Division Shopping Experiences: 35 Avg Score Sum: 172.2 6 Number of Division Reshopping Experiences: 0 Average: 4.92 Garage - 16th Street and Collins SHOPPING METHOD - In Person - Garage 2701 16th Street and Collins Jorge 4/12/2018 10:17 AM 50 5.00 Source: WEB Comments: Friendly and professional. Exceptional service. Patient - took time to answer questions. Contacted staff member: Jorge 1319 16th Street and Collins Denise 4/14/2018 11:20 AM 45 5.00 Source: WEB Comments: Courteous and willing to provide assistance. Friendly and professional. Patient - took time to answer questions. Contacted her through the blue box. Answered all my questions thoroughly. The overall impression of my visit was extremely positive. Contacted staff member: Denise 8/1/2018 11:29:35 AM Page 5 of 22 MIAMI BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr3 ID 1ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# I RESHOP DATE Garage - 16th Street and Collins 1327 16th Street and Collins Jonathan 4/15/2018 10:02 PM 45 4.50 Source: WEB Comments: Used initiative to assist and provide all information. Friendly and professional. Courteous and willing to provide assistance. Very helpful and provided full answers. Contacted staff member: Jonathan 1393 16th Street and Collins Jonathan R. 4/18/2018 6:41 AM 45 5.00 Source: WEB Comments: Extremely knowledgeable and went out of his /her way to help. Friendly and professional. Provided directions. The overall impression of my visit was extremely positive. Contacted staff member: Jonathan R. 1850 16th Street and Collins Esteban 4/23/2018 1:33 PM 45 5.00 Source: WEB Comments: Friendly and professional. Contacted staff member: Esteban 1398 16th Street and Collins Marie 4/29/2018 4:09 AM 50 5.00 Source: WEB Comments: Exceptional service. Contacted staff member: Marie 1391 16th Street and Collins Esteban 5/7/2018 10:26 AM 45 5.00 Source: WEB Comments: Professional. Patient - took time to answer questions. Contacted staff member: Esteban 2706 16th Street and Collins Jonathan 5/13/2018 9:27 PM 49 4.90 Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Courteous and willing to provide assistance. He said I could inquire at the Parking department in City Hall. The overall impression of my visit was very positive. His name tag was visible, Contacted staff member: Jonathan 2699 16th Street and Collins Ida 5/22/2018 3:58 PM 50 5.00 Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Contacted staff member: Ida 2698 16th Street and Collins Giovanni 5/26/2018 7:46 AM 44 4.89 Source: WEB Comments: Friendly and professional. Courteous and willing to provide assistance. Contacted staff member: Giovanni 2702 16th Street and Collins Jorge 6/7/2018 9:43 AM 50 5.00 Source: WEB Comments: Professional. Patient - took time to answer questions. Contacted staff member: Jorge 2700 16th Street and Collins Marie 6/9/2018 3:56 AM 49 4.90 Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Contacted staff member: Marie 2704 16th Street and Collins Wilna 6/10/2018 4:08 PM 49 4.90 Source: WEB Comments: Patient - took time to answer questions. Courteous and willing to provide assistance. Contacted staff member: Wilna 2895 16th Street and Collins Jonathan 6/12/2018 7:57 PM 50 5.00 Source: WEB Comments: Exceptional service. Contacted staff member: Jonathan 2896 16th Street and Collins Harry 6/14/2018 11:40 AM 49 4.90 Source: WEB Comments: Courteous and willing to provide assistance. Contacted staff member: Harry 2897 16th Street and Collins Janette 6/16/2018 3:55 AM 50 5.00 Source: WEB Comments: Used initiative to assist and provide all information. Friendly and professional. Contacted staff member: Janette 2900 16th Street and Collins Giovanni 6/21/2018 11:52 PM 45 5.00 Source: WEB Comments: Patient - took time to answer questions. Contacted staff member: Giovanni 2703 16th Street and Collins Jacqueline 6/22/2018 6:57 PM 50 5.00 Source: WEB Comments: Used initiative to assist and provide all information. Friendly and professional. Contacted staff member: Jacqueline 2898 16th Street and Collins Giovanni 6/22/2018 6:58 PM 45 5.00 Source: WEB Comments: Exceptional service. Contacted staff member: Giovanni 2890 16th Street and Collins Oscar 6/23/2018 11:32 PM 50 5.00 Source: WEB Comments: Courteous and willing to provide assistance. Contacted staff member: Oscar 8/1/2018 11:29:35 AM Page 6 of 22 MIAMI BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr3 ID IASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# I RESHOP DATE Garage - 16th Street and Collins 2889 16th Street and Collins Oscar 6/24/2018 6:45 PM 50 5.00 Source: WEB Comments: Extremely knowledgeable and went out of his /her way to help. Contacted staff member: Oscar 2888 16th Street and Collins Karina 6/28/2018 1:39 PM 50 5.00 Source: WEB Comments: Exceptional service. Karina greeted with great enthusiasm and provided excellent customer service. Contacted staff member: Karina Number of Shopping Experiences by Method: 22 Avg Score Sum: 108.9 9 Number of Reshopping Experiences by Method: 0 Average: 4.95 Number of Division Shopping Experiences: 22 Avg Score Sum: 108.9 9 Number of Division Reshopping Experiences: 0 Average: 4.95 Garage - 17th Street and Meridian Court SHOPPING METHOD - In Person - Garage 1314 17th Street and Meridian Court Denise 4/6/2018 4:40 PM 45 5.00 Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Contacted staff member: Denise 1486 17th Street and Meridian Court Danetra 4/12/2018 8:34 AM 42 4.67 Source: WEB Comments: Courteous and willing to provide assistance. Patient - took time to answer questions. Provided information I requested. Contacted staff member: Danetra 1643 17th street and Meridian Court Aide / Vershirley 4/14/2018 8:29 AM 49 4.90 Source: WEB Comments: Extremely knowledgeable and went out of his /her way to help. Friendly and professional. I lost my ticket. While communicating with Vershirley in the blue box, Aide approached me and helped complete the transaction. She was very helpful but not overbearing. She was not wearing a name tag. The overall impression of my visit was extremely positive. Contacted staff member: Aide / Vershirley 1425 17th Street and Meridian Court Jonathan 4/15/2018 8:53 PM 45 4.50 Source: WEB Comments: Extremely knowledgeable and went out of his /her way to help. Felt valued and appreciated. Courteous and willing to provide assistance. Answered the question perfectly. Contacted staff member: Jonathan 1407 17th Street and Meridian Court Richerly 4/16/2018 8:29 PM 45 5.00 Source: WEB Comments: Exceptional service. Above and beyond expectations. Extremely knowledgeable and went out of his /her way to help. She assisted me with a lost ticket transaction. She helped me use the ticket machine to pay as well. Very polite and professional. Contacted staff member: Richerly 1464 17th Street and Meridian Court Melissa 4/17/2018 12:28 PM 50 5.00 1427 1428 1430 1816 1222 1426 Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Comments: Exceptional service. Extremely knowledgeable and went out of his /her way to help. Contacted staff member: Melissa 17th Street and Meridian Court Ida 4/23/2018 12:23 PM 45 5.00 Comments: Friendly and professional. Contacted staff member: Ida 17th Street and Meridian Court Aide 4/24/2018 9:46 AM 50 5.00 Comments: Extremely knowledgeable and went out of his /her way to help. She provided the address to the parking office and also told me how much the access cards cost. She was very helpful and polite. Contacted staff member: Aide 17th Street and Meridian Court Raul 4/26/2018 8:20 PM 49 4.90 Comments: Friendly and professional. Patient - took time to answer questions. Vest covered name tag. Contacted staff member: Raul 17th Street and Meridian Court Giovanni 4/27/2018 12:24 AM 45 5.00 Comments: Patient - took time to answer questions. Courteous and willing to provide assistance. Friendly and professional. He was very polite and provided answers. Contacted staff member: Giovanni 17th Street and Meridian Court Lillian 4/29/2018 12:23 AM 50 5.00 Comments: Used initiative to assist and provide all information. Friendly and professional. Contacted staff member: Lillian 17th Street and Meridian Court Jose 4/30/2018 4:29 PM 50 5.00 Comments: Friendly and professional. Courteous and willing to provide assistance. Contacted staff member: Jose 8/1/2018 11:29:36 AM Page 7 of 22 MIAMI BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr3 ID IASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# I RESHOP DATE Garage -17th Street and Meridian Court 1320 Source: WEB Comments: Friendly and professional. Contacted staff member: Ida 2708 17th Street and Meridian Danetra 5/8/2018 4:21 PM 45 5.00 Source: WEB Comments: Patient - took time to answer questions. Professional. Contacted staff member: Danetra 2710 17th Street and Meridian Saulette 5/12/2018 12:54 PM 49 4.90 Source: WEB Comments: Friendly and professional. Contacted staff member: Saulette 2709 17th Street and Meridian Maria 5/13/2018 8:32 PM 50 5.00 17th Street and Meridian Court Ida 5/4/2018 12:31 PM 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. Friendly and professional. Patient - took time to answer questions. Courteous and willing to provide assistance. She offered to help me use the skidata machine to pay my parking. She also informed me that the garage was open 24/7 everyday. Contacted staff member: Maria 2778 17th Street and Meridian Court Ida 5/22/2018 12:24 PM 45 5.00 Source: WEB Comments: Patient - took time to answer questions. Professional. Contacted staff member: Ida 2779 17th Street and Meridian Court Maria Mesa 5/25/2018 8:23 PM 50 5.00 Source: WEB Comments: Exceptional service. Contacted staff member: Maria Mesa 2775 17th Street and Meridian Court Jose Rios 5/29/2018 8:30 PM 50 5.00 Source: WEB Comments: Extremely knowledgeable and went out of his /her way to help. Provided directions to the nearest ATM. Contacted staff member: Jose Rios 2776 17th Street and Meridian Court Denetra 5/31/2018 8:48 AM 45 5.00 Source: WEB Comments: Friendly and professional. Courteous and willing to provide assistance. Contacted staff member: Denetra 2772 17th Street and Meridian Court Maria 6/6/2018 12:26 PM 45 5.00 Source: WEB Comments: Friendly and professional. Contacted staff member: Maria 2774 17th Street and Meridian Court Denitra 6/7/2018 8:28 AM 44 4.89 Source: WEB Comments: Professional, but no pleasantry. Contacted staff member: Denitra 2773 17th Street and Meridian Court Denise 6/8/2018 4:32 PM 45 5.00 Source: WEB Comments: Above and beyond expectations. Exceptional service. Contacted staff member: Denise 2777 17th Street and Meridian Court Jason 6/9/2018 12:41 AM 50 5.00 Source: WEB Comments: Exceptional service. Contacted staff member: Jason 2913 17th Street and Meridian Court Raul 6/12/2018 4:45 PM 45 5.00 Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Contacted staff member: Raul 2917 17th Street and Meridian Court Jonathan 6/13/2018 4:38 AM 45 5.00 Source: WEB Comments: Courteous and willing to provide assistance. 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. Very polite and offered further assistance if needed. Contacted staff member: Jonathan 2901 17th Street and Meridian Court Danitra 2907 2908 Source: WEB Source: WEB Source: WEB 6/14/2018 8:29 AM 45 5.00 Comments: Courteous and willing to provide assistance. Patient - took time to answer questions. Contacted staff member: Danitra 17th Street and Meridian Court Maria 6/15/2018 4:21 PM 50 5.00 Comments: Friendly and professional. Contacted staff member: Maria 17th Street and Meridian Court Maria 6/16/2018 12:46 AM 50 5.00 Comments: Exceptional service. Contacted staff member: Maria 8/1/2018 11:29:36 AM Page 8 of 22 MIAMI BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr3 ID IASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - 17th Street and Meridian Court 2905 17th Street and Meridian Court Esteban 6/17/2018 12:23 PM 44 4.89 Source: WEB Comments: Patient - took time to answer questions. Professional. Did not thank me at the end of the interaction. Contacted staff member: Esteban 2916 17th Street and Meridian Court Tequesta 2904 2906 2912 2910 2903 2911 2914 2928 2915 Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB 6/18/2018 8:42 PM 49 4.90 Comments: Exceptional service. Friendly and professional. Courteous and willing to provide assistance. Patient - took time to answer questions. Felt valued and appreciated. I could not see a name tag, but she told me her name with no issue when I asked. Contacted staff member: Tequesta 17th Street and Meridian Court Denise 6/21/2018 8:16 PM 44 4.89 Comments: Friendly and professional. Contacted staff member: Denise 17th Street and Meridian Court Maria 6/22/2018 4:48 PM 50 5.00 Comments: Friendly and professional. Extremely knowledgeable and went out of his /her way to help. Contacted staff member: Maria 17th Street and Meridian Court Joe 6/22/2018 4:49 PM 50 5.00 Comments: Patient - took time to answer questions. Courteous and willing to provide assistance. Contacted staff member: Joe 17th Street and Meridian Court Maria 6/23/2018 8:22 PM 50 5.00 Comments: Friendly and professional. Contacted staff member: Maria 17th Street and Meridian Court Maria 6/24/2018 8:04 PM 50 5.00 Comments: Extremely knowledgeable and went out of his /her way to help. Contacted staff member: Maria 17th Street and Meridian Court Angel 6/26/2018 12:52 AM 50 5.00 Comments: Exceptional service. Contacted staff member: Angel 17th Street and Meridian Court Esteban 6/28/2018 12:12 PM 36 4.00 Comments: Felt valued and appreciated. Provided proper greeting. Assisted with the questions I asked. Contacted staff member: Esteban 17th Street and Pennsylvania Solette 6/29/2018 4:33 PM 47 4.70 Ave Comments: Patient - took time to answer questions. Contacted staff member: Solette 17th Street and Meridian Court Rachallie 6/30/2018 8:47 AM 45 5.00 Comments: Friendly and professional. Patient - took time to answer questions. Contacted staff member: Rachallie Number of Shopping Experiences by Method: 40 Avg Score Sum: 197.1 3 Number of Reshopping Experiences by Method: 0 Average: 4.93 Number of Division Shopping Experiences: 40 Avg Score Sum: 197.1 3 Number of Division Reshopping Experiences: 0 Average: 4.93 Garage - 17th Street and Pennsylvania SHOPPING METHOD - In Person - Garage 1237 17th Street and Pennsylvania Denise 4/6/2018 5:14 PM 45 5.00 Ave 1443 1447 Source: WEB Source: WEB Source: WEB Comments: Friendly and professional. Courteous and willing to provide assistance. Contacted staff member: Denise 17th Street and Pennsylvania Danetra Ave 4/12/2018 9:04 AM 45 5.00 Comments: Used initiative to assist and provide all information. Professional. Contacted staff member: Danetra 17th Street and Pennsylvania Richerly Ave 4/14/2018 8:57 AM 45 5.00 Comments: Courteous and willing to provide assistance. Friendly and professional. I asked if the garage had a bathroom. She said no, and mention two bathrooms nearby. The overall impression of my visit was extremely positive. Contacted staff member: Richerly 8/1/2018 11:29:36 AM Page 9 of 22 MIAMI BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr3 ID IASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# I RESHOP DATE Garage - 17th Street and Pennsylvania 1627 17th Street and Pennsylvania Richerly 4/16/2018 9:06 PM 45 5.00 Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Courteous and willing to provide assistance. She apologized that the garage had no bathroom for the public. She suggested 2 options nearby. Very helpful and polite. Contacted staff member: Richerly 1467 17th Street and Pennsylvania Ida 4/17/2018 12:58 PM 45 5.00 Ave Source: WEB Comments: Patient - took time to answer questions. Friendly and professional. Contacted staff member: Ida 1450 17th Street and Pennsylvania Jonathan R. 4/18/2018 4:55 AM 45 5.00 Ave Source: WEB Comments: Extremely knowledgeable and went out of his /her way to help. He explained that I need to go to city hall for my request. He provided the office hours and address. The overall impression of my visit was extremely positive. Contacted staff member: Jonathan R. 1239 17th Street and Pennsylvania Esteban Ave 1577 1238 1313 2707 1582 1321 1310 1323 2767 2771 2766 2764 2768 Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB 4/23/2018 1:04 PM 45 5.00 Comments: Patient - took time to answer questions. Friendly and professional. Contacted staff member: Esteban 17th Street and Pennsylvania Esteban 4/24/2018 8:26 AM 41 4.56 Comments: Friendly and professional. Patient - took time to answer questions. It could have been helpful if he made suggestions of where a bathroom was located nearby. Contacted staff member: Esteban 17th Street and Pennsylvania Denise 4/26/2018 8:37 PM 43 4.78 Ave Comments: Used initiative to assist and provide all information. Said thank you but no pleasantry. Contacted staff member: Denise 17th Street and Pennsylvania Giovanni 4/27/2018 12:49 AM 45 5.00 Ave Comments: Courteous and willing to provide assistance. Patient - took time to answer questions. Friendly and professional. Provided directions to nearest restroom. Contacted staff member: Giovanni 17th Street and Pennsylvania Johnathan 4/29/2018 12:46 AM 50 5.00 Comments: Exceptional service. Contacted staff member: Johnathan 17th Street and Pennsylvania Danetra 4/30/2018 4:58 PM 50 5.00 Comments: Extremely knowledgeable and went out of his /her way to help. Used initiative to assist and provide all information. Contacted staff member: Danetra 17th Street and Pennsylvania Denitra 5/4/2018 12:48 PM 44 4.89 Ave Comments: Patient - took time to answer question. Professional. Contacted staff member: Denitra 17th Street and Pennsylvania Esteban 5/7/2018 8:52 AM 45 5.00 Ave Comments: Patient - took time to answer questions. Friendly and professional. Contacted staff member: Esteban 17th Street and Pennsylvania Demetra Ave 5/8/2018 4:41 PM 45 5.00 Comments: Patient - took time to answer questions. Professional. Contacted staff member: Demetra 17th Street and Pennsylvania Maria 5/22/2018 12:41 PM 45 5.00 Comments: Extremely knowledgeable and went out of his /her way to help. Professional. Contacted staff member: Maria 17th Street and Pennsylvania Denise 5/26/2018 8:01 AM 44 4.89 Comments: Patient - took time to answer questions. Courteous and willing to provide assistance. Contacted staff member: Denise 17th Street and Pennsylvania Denetra 5/31/2018 8:25 AM 45 5.00 Comments: Friendly and professional. Patient - took time to answer questions. Contacted staff member: Denetra 17th Street and Pennsylvania Esteban 6/6/2018 12:45 PM 45 5.00 Comments: Patient - took time to answer questions. Friendly and professional. Contacted staff member: Esteban 17th Street and Pennsylvania Denitra 6/7/2018 8:47 AM 44 4.89 Comments: Patient - took time to answer questions. Professional. Contacted staff member: Denitra 8/1/2018 11:29:36 AM Page 10 of 22 tIAMI BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr3 ID 1ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - 17th Street and Pennsylvania 2770 Source: WEB Comments: Patient - took time to answer questions. Courteous and willing to provide assistance. Contacted staff member: Denise 17th Street and Pennsylvania Denise 6/8/2018 4:34 PM 45 5.00 2765 Source: WEB Comments: Courteous and willing to provide assistance. Friendly and professional. Contacted staff member: Martine 17th Street and Pennsylvania Martine 6/9/2018 12:43 AM 50 5.00 2769 17th Street and Pennsylvania Esteban 6/9/2018 9:02 AM 45 5.00 Source: WEB Comments: Courteous and willing to provide assistance. Patient - took time to answer questions. Friendly and professional. Used initiative to assist and provide all information. Esteban gave me 2 options of ATMs nearby. Contacted staff member: Esteban 2931 17th Street and Pennsylvania Raul 6/12/2018 5:10 PM 45 5.00 Ave Source: WEB Comments: Patient - took time to answer questions. Courteous and willing to provide assistance. Friendly and professional. Contacted staff member: Raul 2918 17th Street and Pennsylvania Jonathan 6/13/2018 5:13 AM 45 5.00 Ave Source: WEB Comments: Patient - took time to answer questions. Courteous and willing to provide assistance. Extremely knowledgeable and went out of his /her way to help. He provided the address as well as the monthly rate. He was very helpful and polite. Willing to provide any further info requested as well. Contacted staff member: Jonathan 2920 17th Street and Pennsylvania Ritrelly 6/14/2018 8:49 AM 50 5.00 Ave Source: WEB Comments: Friendly and professional. Courteous and willing to provide assistance. Contacted staff member: Ritrelly 2927 17th Street and Pennsylvania Jackie 6/16/2018 1:05 AM 45 5.00 Ave Source: WEB Comments: Exceptional service. Contacted staff member: Jackie 2921 17th Street and Pennsylvania Reshelli 6/17/2018 12:43 PM 45 5.00 Ave Source: WEB Comments: Friendly and professional. Contacted staff member: Reshelli 2929 17th Street and Pennsylvania Denise 6/21/2018 8:37 PM 44 4.89 Ave Source: WEB Comments: Courteous and willing to provide assistance. Contacted staff member: Denise 2924 17th Street and Pennsylvania Jonathan 6/23/2018 8:38 PM 45 5.00 Ave Source: WEB Comments: Patient - took time to answer questions. Contacted staff member: Jonathan 2919 17th Street and Pennsylvania Wilna 6/24/2018 7:00 PM 50 5.00 Ave Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Contacted staff member: Wilna 2922 17th Street and Pennsylvania Jacky 6/26/2018 12:55 AM 45 5.00 Ave Source: WEB Comments: Exceptional service. Friendly and professional. Contacted staff member: Jacky 2923 17th Street and Pennsylvania Dimitra 6/28/2018 12:29 PM 45 5.00 Ave Source: WEB Comments: Extremely knowledgeable and went out of his /her way to help. Dimitra greeted very well provided excellent customer service and explain thoroughly all questions asked. Contacted staff member: Dimitra 2932 17th Street and Pennsylvania Joe 6/29/2018 4:54 PM 48 4.80 Ave Source: WEB Comments: Friendly and professional. Contacted staff member: Joe 2926 17th Street and Pennsylvania Lillian 6/30/2018 8:45 AM 50 5.00 Ave Source: WEB Comments: Exceptional service. Contacted staff member: Lillian Number of Shopping Experiences by Method: 35 Avg Score Sum: 173.6 9 Number of Reshopping Experiences by Method: 0 Average: 4.96 Number of Division Shopping Experiences: 35 Avg Score Sum: 173.6 9 Number of Division Reshopping Experiences: 0 Average: 4.96 8/1/2018 11:29:37 AM Page 11 of 22 MIAMI BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr3 ID ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - 18th Street and Meridian SHOPPING METHOD - In Person - Garage 1266 18th Street and Meridian Ave Denise 4/6/2018 5:48 PM 50 5.00 Source: WEB Comments: Courteous and willing to provide assistance. Friendly and professional. Contacted staff member: Denise 1261 18th Street and Meridian Ave Esteban 4/12/2018 9:37 AM 45 5.00 Source: WEB Comments: Extremely knowledgeable and went out of his /her way to help. Friendly and professional. Contacted staff member: Esteban 1409 18th Street and Meridian Ave Richerly 4/14/2018 9:27 AM 50 5.00 Source: WEB Comments: Friendly and professional. Courteous and willing to provide assistance. I asked what time the garage closes, she said its open 24/7. The overall impression of my visit was extremely positive. Contacted staff member: Richerly 1412 18th Street and Meridian Ave Mori 4/15/2018 9:33 PM 38 3.80 Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Was not very courteous but answered the question. Contacted staff member: Mori 1264 18th Street and Meridian Ave Richerly 4/16/2018 9:37 PM 50 5.00 Source: WEB Comments: Courteous and willing to provide assistance. Patient - took time to answer questions. Friendly and professional. Exceptional service. Provided directions to nearest locations. The overall impression of my visit was positive. Contacted staff member: Richerly 7499 18th Street and Meridian Ave Ida 45 5.00 1412 1 4/17/2018 Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Contacted staff member: Ida 1271 18th Street and Meridian Ave Jonathan R. 4/18/2018 4:29 AM 50 5.00 Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Courteous and willing to provide assistance. He said sorry but the garage has no public bathroom. He directed me to the Mc Donald's on Lincoln road. Contacted staff member: Jonathan R. 1606 18th Street and Meridian Maria 4/23/2018 12:40 PM 45 5.00 Source: WEB Comments: Patient - took time to answer questions. Friendly and professional. Contacted staff member: Maria 1268 18th Street and Meridian Ave Esteban 4/24/2018 9 :29 AM 47 4.70 Source: WEB Comments: Friendly and professional. It would have been helpful if he had looked up a nearby bank at least. Contacted staff member: Esteban 1269 18th Street and Meridian Ave Denise 4/26/2018 9:03 PM 48 4.80 Source: WEB Comments: Used initiative to assist and provide all information. Friendly and professional. No pleasantry. Contacted staff member: Denise 2712 18th Street and Meridian Giovanni Sanguily 4/27/2018 1:30 AM 50 5.00 Source: WEB Comments: Friendly and professional. Used initiative to assist and provide all information. Extremely knowledgeable and went out of his /her way to help. Courteous and willing to provide assistance. Patient - took time to answer questions. He wrote out the address and phone number for the Parking department. The overall impression of my visit was extremely positive. Contacted staff member: Giovanni Sanguily 1828 18th Street and Meridian Jackie 4/29/2018 1:14 AM 45 5.00 Source: WEB Comments: Used initiative to assist and provide all information. Friendly and professional. Felt valued and appreciated. Contacted staff member: Jackie 2713 18th Street and Meridian Danetra 4/30/2018 5:20 PM 50 5.00 Source: WEB Comments: Friendly and professional. Courteous and willing to provide assistance. Contacted staff member: Danetra 2711 18th Street and Meridian Ida 5/4/2018 1:00 PM 44 4.89 Source: WEB Comments: Patient - took time to answer questions. Friendly and professional. Contacted staff member: Ida 2715 18th Street and Meridian Esteban 5/7/2018 9:25 AM 47 4.70 Source: WEB Comments: Patient - took time to answer questions. Friendly and professional. Contacted staff member: Esteban 2714 18th Street and Meridian Demetra 5/8/2018 5:03 PM 50 5.00 Source: WEB Comments: Patient - took time to answer questions. Professional. Contacted staff member: Demetra 8/1/2018 11:29:37 AM Page 12 of 22 MIAMI BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr3 ID ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - 18th Street and Meridian 2781 Source: WEB Comments: Friendly and professional. Contacted staff member: Ida 2780 18th Street and Meridian Denise 5/26/2018 8:03 AM 44 4.89 Source: WEB Comments: Friendly and professional. Courteous and willing to provide assistance. Contacted staff member: Denise 2783 18th Street and Meridian Denitra 5/29/2018 9:15 PM 48 4.80 18th Street and Meridian Ida 5/22/2018 1:08 PM 45 5.00 Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Courteous and willing to provide assistance. Used initiative to assist and provide all information. I asked if I could use the restroom there. She said they didn't have one and directed me to the restrooms of Macy's. She was not wearing a name tag but did give her name when I asked. Contacted staff member: Denitra 2786 18th Street and Meridian Esteban 6/6/2018 1:07 PM 42 4.67 Source: WEB Comments: Friendly and professional. Contacted staff member: Esteban 2782 18th Street and Meridian Denitra 6/7/2018 9:14 AM 44 4.89 Source: WEB Comments: Professional. Contacted staff member: Denitra 2784 18th Street and Meridian Denise 6/8/2018 5:37 PM 48 4.80 Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Contacted staff member: Denise 2785 18th Street and Meridian Jackie 6/9/2018 1:10 AM 50 5.00 Source: WEB Comments: Exceptional service. Contacted staff member: Jackie 2787 18th Street and Meridian Esteban 6/9/2018 9:36 AM 50 5.00 Source: WEB Comments: Courteous and willing to provide assistance. Patient - took time to answer questions. Friendly and professional. Provided directions to the nearest restroom. Contacted staff member: Esteban 2943 18th Street and Meridian Ave Raul 6/12/2018 4:47 PM 50 5.00 Source: WEB Comments: Exceptional service. Contacted staff member: Raul 2933 18th Street and Meridian Ave Jonathan 6/13/2018 5:40 AM 50 5.00 Source: WEB Comments: Courteous and willing to provide assistance. Friendly and professional. Patient - took time to answer questions. Provided information and offered directions on how to get there. Contacted staff member: Jonathan 2938 18th Street and Meridian Ave Maria 6/14/2018 8:51 AM 50 5.00 Source: WEB Comments: Friendly and professional. Exceptional service. Contacted staff member: Maria 2935 18th Street and Meridian Ave Heide 6/15/2018 5:19 PM 45 5.00 Source: WEB Comments: Patient - took time to answer questions. Contacted staff member: Heide 2944 18th Street and Meridian Ave Jackie 6/16/2018 1:06 AM 50 5.00 Source: WEB Comments: Exceptional service. Contacted staff member: Jackie 2946 18th Street and Meridian Ave Reshelli 6/17/2018 1:03 PM 45 5.00 Source: WEB Comments: Patient - took time to answer questions. Friendly and professional. Contacted staff member: Reshelli 2947 18th Street and Meridian Ave Richerly 6/18/2018 9:51 PM 50 5.00 Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Courteous and willing to provide assistance. Felt valued and appreciated. Contacted staff member: Richerly 2934 18th Street and Meridian Ave Denise 6/21/2018 9:02 PM 48 4.80 Source: WEB Comments: Friendly and professional. Contacted staff member: Denise 2939 18th Street and Meridian Ave Giovanni 6/22/2018 5:14 PM 50 5.00 Source: WEB Comments: Above and beyond expectations. Contacted staff member: Giovanni 8/1/2018 11:29:37 AM Page 13 of 22 MIAMI BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr3 ID I ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - 18th Street and Meridian 2936 18th Street and Meridian Ave Giovanni 2942 2937 2940 2945 Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB 6/23/2018 8:59 PM Comments: Courteous and willing to provide assistance. Contacted staff member: Giovanni 18th Street and Meridian Ave Jackie 50 5.00 6/26/2018 1:23 AM 50 5.00 Comments: Exceptional service. Contacted staff member: Jackie 18th Street and Meridian Ave Esteban 6/28/2018 12:48 PM 40 4.00 Comments: Felt valued and appreciated. Esteban explained answer to question very good and provided customer service but did not greet. Contacted staff member: Esteban 18th Street and Meridian Ave Heide 6/29/2018 5:21 PM 50 5.00 Comments: Courteous and willing to provide assistance. Contacted staff member: Heide 18th Street and Meridian Ave Rachallie 6/30/2018 9:11 AM 50 5.00 Comments: Above and beyond expectations. Courteous and willing to provide assistance. Contacted staff member: Rachallie Number of Shopping Experiences by Method: 38 Avg Score Sum: 185.7 3 Number of Reshopping Experiences by Method: 1 Average: 4.89 Number of Division Shopping Experiences: 38 Avg Score Sum: 185.7 3 Number of Division Reshopping Experiences: 1 Average: 4.89 Garage - 1900 Bay Rd SHOPPING METHOD - In Person - Garage 1395 1900 Bay Rd Laurie 4/6/2018 7:02 PM 45 5.00 Source: WEB Comments: Patient - took time to answer questions. Friendly and professional. Contacted staff member: Laurie 1333 1900 Bay Rd, Sunset Harbour Karina 4/14/2018 9:52 AM 50 5.00 Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Courteous and willing to provide assistance. Exceptional service. I approached the booth and she came out to talk to me. I told her I wanted to pay for my parking. She walked me to the machine and helped me use it. I asked about monthly parking she told me the address to go to. She explained that there is a waiting list. The overall impression of my visit was extremely positive Contacted staff member: Karina 1435 1900 Bay Rd, Sunset Harbour Abraham 4/16/2018 10:08 PM 49 4.90 Mackenison Source: WEB Comments: Courteous and willing to provide assistance. Above and beyond expectations. Patient - took time to answer questions. Friendly and professional. Provided the address and office hours of the office that processes the monthly parking. Offered to help with finalizing payment as well. The overall impression of my visit was extremely positive. Contacted staff member: Abraham Mackenison 1437 1900 Bay Rd, Sunset Harbour Abraham 4/17/2018 2:09 PM 50 5.00 Source: WEB Comments: Exceptional service. Friendly and professional. Patient - took time to answer questions. Contacted staff member: Abraham 1339 1900 Bay Rd, Sunset Harbour Danetra 4/23/2018 3:46 PM 45 5.00 Source: WEB Comments: Friendly and professional. Contacted staff member: Danetra 1436 1900 Bay Rd, Sunset Harbour Mackenison 4/24/2018 10:14 AM 47 4.70 Source: WEB Comments: Extremely knowledgeable and went out of his /her way to help. Courteous and willing to provide assistance. He assisted me with the lost ticket transaction. It took longer because he had to walk down to the exit from the office, also the machine did not print the ticket clearly so he needed to call the central cashier to let me out. He was very helpful. Contacted staff member: Mackenison 1343 1900 Bay Rd, Sunset Harbour Niria 4/26/2018 9:34 PM 49 4.90 Source: WEB Comments: Friendly and professional. Extremely knowledgeable and went out of his /her way to help. Had jacket over uniform. Contacted staff member: Niria 1244 1900 Bay Rd Donald 4/27/2018 2:45 AM 50 5.00 Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Courteous and willing to provide assistance. Felt valued and appreciated. Provided garage hours. The overall impression of my visit was extremely positive. Contacted staff member: Donald 8/1/2018 11:29:37 AM Page 14 of 22 M IA; I BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr3 ID ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# I RESHOP DATE Garage - 1900 Bay Rd 1570 1345 2717 7672 2716 2719 2788 2789 2718 2791 2720 2790 2792 2950 2948 2949 2951 Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB 1900 Bay Rd Giovanni Sanguily 4/27/2018 2:52 AM 35 3.89 Comments: Friendly and professional. Patient - took time to answer questions. Provided directions to the nearest ATM. He ended the interaction abruptly. The overall impression was positive. Contacted staff member: Giovanni Sanguily 1900 Bay Rd, Sunset Harbour Jackie 4/29/2018 2:06 AM 45 5.00 Comments: Exceptional service. Contacted staff member: Jackie 1900 Bay Rd Ida 5/4/2018 2:03 PM 44 4.89 Comments: Friendly and professional. Courteous and willing to provide assistance. Contacted staff member: Ida 1900 Bay Rd. Steve 50 5.00 1570 1 5/7/2018 Comments: Used initiative to assist and provide all information. Friendly and professional. Exceptional service. Contacted staff member: Steve 1900 Bay Rd Shirley 5/8/2018 6:07 PM 45 5.00 Comments: Friendly and professional. Contacted staff member: Shirley 1900 Bay Rd Esteban 5/22/2018 2:09 PM 45 5.00 Comments: Friendly and professional. Contacted staff member: Esteban 1900 Bay Rd Jonathan 5/26/2018 7:56 AM 43 4.78 Comments: Friendly and professional. Patient - took time to answer questions. Contacted staff member: Jonathan 1900 Bay Rd Richerly 5/29/2018 10:01 PM 45 5.00 Comments: Friendly and professional. Patient - took time to answer questions. Courteous and willing to provide assistance. Used initiative to assist and provide all information. I asked about resident rates, she explained that the resident rate is $1 /hr. Contacted staff member: Richerly 1900 Bay Rd Lillian 5/31/2018 9:38 AM 49 4.90 Comments: Above and beyond expectations. Friendly and professional. Contacted staff member: Lillian 1900 Bay Rd Mckinsen 6/6/2018 2:15 PM 45 5.00 Comments: Friendly and professional. Contacted staff member: Mckinsen 1900 Bay Rd Jonathan 6/8/2018 6:27 PM 48 4.80 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. Contacted staff member: Jonathan 1900 Bay Rd Jacky 6/9/2018 2:07 AM 45 5.00 Comments: Friendly and professional. Patient - took time to answer questions. Contacted staff member: Jacky 1900 Bay Rd Karina 6/9/2018 10:57 AM 45 4.50 Comments: Patient took time to answer questions. Friendly and professional. Provided the address to the Parking department in City Hall. She was not wearing a name tag. Contacted staff member: Karina 1900 Bay Rd Lillian 6/12/2018 6:14 PM 49 4.90 Comments: Friendly and professional. Used initiative to assist and provide all information. Contacted staff member: Lillian 1900 Bay Rd Mackenison 6/13/2018 7:06 AM 46 4.60 Comments: Courteous and willing to provide assistance. Patient - took time to answer questions. His uniform shirt fits a bit short, he had the collar flipped up and was not wearing a name tag. Contacted staff member: Mackenison 1900 Bay Rd Carina 6/14/2018 9:59 AM 48 4.80 Comments: Friendly and professional. Courteous and willing to provide assistance. Contacted staff member: Carina 1900 Bay Rd Jonathan 6/15/2018 6:01 PM 50 5.00 Comments: Courteous and willing to provide assistance. Contacted staff member: Jonathan 8/1/2018 11:29:37 AM Page 15 of 22 MIAMI BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr3 ID IASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage 1900 Bay Rd 2958 1900 Bay Rd Shay 6/16/2018 1:58 AM 47 4.70 Source: WEB Comments: Used initiative to assist and provide all information. Said thank you but no pleasantry. No name tag. Contacted staff member: Shay 2956 1900 Bay Rd Raul 6/17/2018 1:53 PM 45 5.00 Source: WEB Comments: Friendly and professional. Contacted staff member: Raul 2952 1900 Bay Rd Jackie 6/18/2018 11:20 PM 45 5.00 Source: WEB Comments: Extremely knowledgeable and went out of his /her way to help. Friendly and professional. Courteous and willing to provide assistance. Patient - took time to answer questions. At the end of my interaction with her, she asked if I needed help with anything else, which was very professional and proactive. Contacted staff member: Jackie 2953 1900 Bay Rd Saray 6/21/2018 9:38 PM 50 5.00 2959 2954 2962 2955 2960 Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Comments: Courteous and willing to provide assistance. Contacted staff member: Saray 1900 Bay Rd Jonathan 6/22/2018 5:52 PM 50 5.00 Comments: Exceptional service. Contacted staff member: Jonathan 1900 Bay Rd Richelli 6/23/2018 9:51 PM 50 5.00 Comments: Friendly and professional. Voicemail very helpful and informative. Contacted staff member: Richelli 1900 Bay Rd Jackie 6/26/2018 2:09 AM 45 5.00 Comments: Extremely knowledgeable and went out of his /her way to help. Used initiative to assist and provide all information. Contacted staff member: Jackie 1900 Bay Rd Jose 6/29/2018 6:32 PM 50 5.00 Comments: Extremely knowledgeable and went out of his /her way to help. Contacted staff member: Jose 1900 Bay Rd Niria 6/30/2018 10:07 AM 50 5.00 Comments: Exceptional service. Contacted staff member: Niria Number of Shopping Experiences by Method: 34 Avg Score Sum: 166.2 6 Number of Reshopping Experiences by Method: 1 Average: 4.89 Number of Division Shopping Experiences: 34 Avg Score Sum: 166.2 6 Number of Division Reshopping Experiences: 1 Average: 4.89 Garage - 42nd Street and Sheridan SHOPPING METHOD - In Person - Garage 1354 42nd Street and Sheridan Laurie 4/6/2018 6:31 PM 45 5.00 Avenue Source: WEB Comments: Extremely knowledgeable and went out of his /her way to help. Contacted staff member: Laurie 1356 42nd Street and Sheridan Angelique 4/14/2018 10:37 AM 49 4.90 Avenue Source: WEB Comments: Courteous and willing to provide assistance. Friendly and professional. Patient - took time to answer questions. She was driving the security truck, I could not see a nametag. I asked what time the garage closes, she said its open 24/7. Contacted staff member: Angelique 1372 42nd Street and Sheridan Richerly 4/14/2018 10:40 AM 45 5.00 Source: WEB Comments: Courteous and willing to provide assistance. Patient - took time to answer questions. Used initiative to assist and provide all information. She explained where to go and said they're open Monday to Friday 8 to 5. The overall impression of my visit was extremely positive. Contacted staff member: Richerly 1495 42nd Street and Sheridan Esteban 4/17/2018 1:38 PM 45 5.00 Avenue Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Contacted staff member: Esteban 8/1/2018 11:29:38 AM Page 16 of 22 M I A> I BEAC H Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr3 ID IASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - 42nd Street and Sheridan 2723 42nd Street and Sheridan Jonathan R. 4/18/2018 6:02 AM 45 5.00 Source: WEB Comments: Extremely knowledgeable and went out of his /her way to help. Courteous and willing to provide assistance. Patient - took time to answer questions. Provided the address and location of what I had asked for. Very helpful and polite. Contacted staff member: Jonathan R. 1375 42nd Street and Sheridan Denitra 5/4/2018 1:32 PM 44 4.89 Avenue Source: WEB Comments: Patient - took time to answer questions. Professional. Contacted staff member: Denitra 2721 42nd Street and Sheridan Demetra 5/8/2018 5:37 PM 45 5.00 Source: WEB Comments: Patient - took time to answer questions. Professional. Contacted staff member: Demetra 2725 42nd Street and Sheridan Denise 5/12/2018 1:48 PM 45 5.00 Source: WEB Comments: Exceptional service. Contacted staff member: Denise 2722 42nd Street and Sheridan Maria 5/22/2018 1:36 PM 50 5.00 Source: WEB Comments: Friendly and professional. Contacted staff member: Maria 2724 42nd Street and Sheridan Dennise 5/26/2018 7:53 AM 44 4.89 Source: WEB Comments: Used initiative to assist and provide all information. Patient - took time to answer questions. Contacted staff member: Dennise 2793 42nd Street and Sheridan Esteban 6/6/2018 1:42 PM 45 5.00 Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Contacted staff member: Esteban 2794 42nd Street and Sheridan Denise 6/8/2018 6:08 PM 45 5.00 Source: WEB Comments: Patient - took time to answer questions. Friendly and professional. Contacted staff member: Denise 2727 42nd Street and Sheridan Jacky 6/9/2018 1:59 AM 45 5.00 Source: WEB Comments: Exceptional service. Contacted staff member: Jacky 2728 42nd Street and Sheridan Esteban . 6/9/2018 10:17 AM 45 5.00 Source: WEB Comments: Used initiative to assist and provide all information. Courteous and willing to provide assistance. Felt valued and appreciated. He directed me to a few banks nearby. Contacted staff member: Esteban 2795 42nd Street and Sheridan Jackie 6/10/2018 2:18 AM 45 5.00 Source: WEB Comments: Extremely knowledgeable and went out of his /her way to help. Used initiative to assist and provide all information. Friendly and professional. Courteous and willing to provide assistance. Patient - took time to answer questions. Contacted staff member: Jackie 2726 42nd Street and Sheridan Wichelly 6/10/2018 1:28 PM 44 4.89 Source: WEB Comments: Friendly and professional. Courteous and willing to provide assistance. Contacted staff member: Wichelly 2979 42nd Street and Sheridan Joseph 6/12/2018 6:06 PM 50 5.00 Avenue Source: WEB Comments: Exceptional service. Contacted staff member: Joseph 2965 42nd Street and Sheridan Jonathan 6/13/2018 6:20 AM 45 5.00 Avenue Source: WEB Comments: Patient - took time to answer questions. Friendly and professional. Contacted staff member: Jonathan 2970 42nd Street and Sheridan Ritrelly 6/14/2018 9:36 AM 45 5.00 Avenue Source: WEB Comments: Used initiative to assist and provide all information. Friendly and professional. Courteous and willing to provide assistance. Contacted staff member: Ritrelly 2978 42nd Street and Sheridan Jackie 6/16/2018 1:34 AM 45 5.00 Avenue Source: WEB Comments: Above and beyond expectations. Contacted staff member: Jackie 2967 42nd Street and Sheridan Raul 6/17/2018 1:25 PM 45 5.00 Avenue Source: WEB Comments: Patient - took time to answer questions. Professional. Contacted staff member: Raul 8/1/2018 11:29:38 AM Page 17 of 22 MIAMI BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr3 ID ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - 42nd Street and Sheridan 2977 42nd Street and Sheridan Avenue 2973 2974 2969 2976 2966 2968 2971 Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Richerly 6/18/2018 10:34 PM 42 4.67 Comments: Exceptional service. Extremely knowledgeable and went out of his /her way to help. Friendly and professional. Courteous and willing to provide assistance. I lost my ticket and she assisted with the process of paying the fee. She even called a security guard from outside of the garage to verify my plate and pay at the POS with my money, so I never had to get out of the car. Contacted staff member: Richerly 42nd Street and Sheridan Giovanni 6/22/2018 6:55 PM 45 5.00 Avenue Comments: Exceptional service. Contacted staff member: Giovanni 42nd Street and Sheridan Danitra 6/23/2018 9:29 PM 44 4.89 Avenue Comments: Courteous and willing to provide assistance. Contacted staff member: Danitra 42nd Street and Sheridan Giovanni 6/24/2018 4:21 PM 45 5.00 Avenue Comments: Courteous and willing to provide assistance. Contacted staff member: Giovanni 42nd Street and Sheridan Jacky 6/26/2018 1:47 AM 45 5.00 Avenue Comments: Exceptional service. Contacted staff member: Jacky 42nd Street and Sheridan Esteban 6/28/2018 1:10 PM 36 4.00 Avenue Comments: Felt valued and appreciated. Esteban greeted wet helped with specific question pertaining to monetary value but did not exit greeted. Contacted staff member: Esteban 42nd Street and Sheridan Denise 6/29/2018 5:46 PM 45 5.00 Avenue Comments: Courteous and willing to provide assistance. Contacted staff member: Denise 42nd Street and Sheridan Rachallie 6/30/2018 9:44 AM 45 5.00 Avenue Comments: Exceptional service. Contacted staff member: Rachallie Number of Shopping Experiences by Method: 29 Avg Score Sum: 143.1 2 Number of Reshopping Experiences by Method: 0 Average: 4.94 Number of Division Shopping Experiences: 29 Avg Score Sum: 143.1 2 Number of Division Reshopping Experiences: 0 Average: 4.94 Garage - 5th Street and Alton Road SHOPPING METHOD - In Person - Garage 1233 5th Street and Alton Road Susanna 4/6/2018 7:32 PM 50 5.00 Source: WEB Comments: Exceptional service. Friendly and professional. Patient - took time to answer questions. Contacted staff member: Susanna 1304 5th Street and Alton Road Sam 4/15/2018 11:51 PM 44 4.40 Source: WEB Comments: Courteous and willing to provide assistance. Friendly and professional. Used initiative to assist and provide all information. Answered the question promptly and correctly. Contacted staff member: Sam 1497 5th Street and Alton Road Trujillo 4/16/2018 10:48 PM 46 4.60 Source: WEB Comments: Average service provided without incident. He was sitting in the booth at the exit, but was not visible. There was a cone blocking his lane. I rolled down my window on the passenger side and said "HELLO ?" He hopped up quickly. I asked what time the garage closes. He informed me that it's open 24/7. The overall impression interaction was positive. It would be helpful if the person sitting in that booth was visible. Contacted staff member: Trujillo 1287 5th Street and Alton Road Betty 4/17/2018 2:31 PM 50 5.00 1306 Source: WEB Source: WEB Comments: Exceptional service. Friendly and professional. Patient - took time to answer questions. Very cheerful throughout interaction. Contacted staff member: Betty 5th Street and Alton Road Susanna 4/23/2018 3:15 PM 50 5.00 Comments: Friendly and professional. Felt valued and appreciated. Contacted staff member: Susanna 8/1/2018 11:29:38 AM Page 18 of 22 MIAMI BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr3 ID ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - 5th Street and Alton Road 1604 5th Street and Alton Road Andro Lozada 4/24/2018 10:43 AM 50 5.00 Source: WEB Comments: Courteous and willing to provide assistance. Patient - took time to answer questions. Used initiative to assist and provide all information. Provided address to the nearest ATM. Contacted staff member: Andro Lozada 1289 5th Street and Alton Road Lillian 4/26/2018 10:34 PM 47 4.70 Source: WEB Comments: Used initiative to assist and provide all information. Patient - took time to answer questions. Did not have the answer to my question but was able to give me different options for possible solutions. Contacted staff member: Lillian 2687 5th Street and Alton Road Sam 4/27/2018 3:17 AM 1 1.00 Source: WEB Comments: Sam was sitting in the attendant booth, but his lane was blocked with a cone. When I pulled up, I could see the door of the booth was open a crack. CI * -1 Missing all 4, not acceptable or approachable. Contacted staff member: Sam 2686 5th Street and Alton Road Treniqua 4/29/2018 2:36 AM 48 4.80 Source: WEB Comments: no pleasantryUsed initiative to assist and provide all information. Contacted staff member: Treniqua 2681 5th Street and Alton Road Betty 4/30/2018 6:36 PM 50 5.00 Source: WEB Comments: Exceptional service. Contacted staff member: Betty 2683 5th Street and Alton Road Susanna 5/4/2018 2:33 PM 45 5.00 Source: WEB Comments: Friendly and professional. Contacted staff member: Susanna 2682 5th Street and Alton Road Wilna 5/8/2018 6:54 PM 50 5.00 Source: WEB Comments: Friendly and professional. Courteous and willing to provide assistance. Contacted staff member: Wilna 2684 5th Street and Alton Road Betty 5/12/2018 2:53 PM 48 4.80 Source: WEB Comments: Patient - took time to answer questions. No pleasantry. Contacted staff member: Betty 7730 5th Street and Alton Road Taniqua 1 1.00 2687 1 5/13/2018 Source: WEB Comments: Average service provided without incident. I had to say excuse me a few times until she heard me because the exit lane of her booth was blocked by a cone and car, so I was coming out the next lane and she had an earbud in one ear. She never really faced my car actually. CI * -1 Missing all 4, not acceptable or approachable. Contacted staff member: Taniqua 2755 5th Street and Alton Road Andrew 5/22/2018 2:31 PM 50 5.00 Source: WEB Comments: Friendly and professional. Contacted staff member: Andrew 2680 5th Street and Alton Road Betty 5/29/2018 10:30 PM 50 5.00 Source: WEB Comments: Courteous and willing to provide assistance. Used initiative to assist and provide all information. Patient - took time to answer questions. I asked at what point does the garage start charging to park there. She said after 2 hours. She was very approachable and polite. Contacted staff member: Betty 2753 5th Street and Alton Road Jonathan 5/31/2018 10:47 AM 50 5.00 Source: WEB Comments: Exceptional service. Contacted staff member: Jonathan 2685 5th Street and Alton Road Andrew 6/6/2018 2:46 PM 45 5.00 Source: WEB Comments: Friendly and professional. Used initiative to assist and provide all information. Contacted staff member: Andrew 2752 5th Street and Alton Road Andrew 6/7/2018 11:44 AM 50 5.00 Source: WEB Comments: Friendly and professional. Contacted staff member: Andrew 2750 5th Street and Alton Road Teniqua 6/8/2018 6:50 PM 48 4.80 Source: WEB Comments: Friendly and professional. Courteous and willing to provide assistance. Contacted staff member: Teniqua 2751 5th Street and Alton Road Samuel 6/9/2018 2:29 AM 48 4.80 Source: WEB Comments: Patient - took time to answer questions. No name tag. Provided good information but was speaking at a low volume so it made it a little harder to understand him. Contacted staff member: Samuel 2754 5th Street and Alton Road Triniqua 6/10/2018 3:22 AM 47 4.70 Source: WEB Comments: Courteous and willing to provide assistance. Friendly and professional. Contacted staff member: Triniqua 8/1/2018 11:29:38 AM Page 19 of 22 MIAAAI BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr3 ID IASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - 5th Street and Alton Road 2831 5th Street and Alton Road 2832 2833 2834 2837 2835 2836 2838 2839 2840 2841 2982 2828 Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Andro Lazara 6/13/2018 7:38 AM 50 5.00 Comments: Felt valued and appreciated. Courteous and willing to provide assistance. Patient - took time to answer questions. Friendly and professional. Above and beyond expectations. I lost my ticket. Andro promptly processed my documents and answered my questions. He was very polite and helpful. Contacted staff member: Andro Lazara 5th Street and Alton Road Andrew 6/14/2018 10:55 AM 50 5.00 Comments: Friendly and professional. Courteous and willing to provide assistance. Contacted staff member: Andrew 5th Street and Alton Road Susana 6/15/2018 6:37 PM 50 5.00 Comments: Friendly and professional. Contacted staff member: Susana 5th Street and Alton Road Samuel 6/16/2018 2:17 AM 50 5.00 Comments: Courteous and willing to provide assistance. Felt valued and appreciated. Contacted staff member: Samuel 5th Street and Alton Road Susanna 6/17/2018 2:17 PM 50 5.00 Comments: Patient - took time to answer questions. Friendly and professional. Contacted staff member: Susanna 5th Street and Alton Road Jonathan 6/18/2018 11:58 PM 45 4.50 Comments: Courteous and willing to provide assistance. Friendly and professional. Patient - took time to answer questions, although he didn't provide the correct information. Contacted staff member: Jonathan 5th Street and Alton Road Betty 6/21/2018 10:19 PM 49 4.90 Comments: Friendly and professional. Contacted staff member: Betty 5th Street and Alton Road Traniqua 6/23/2018 10:10 PM 46 4.60 Comments: Courteous and willing to provide assistance. Contacted staff member: Traniqua 5th Street and Alton Road Susana 6/24/2018 5:10 PM 50 5.00 Comments: Friendly and professional. Contacted staff member: Susana 5th Street and Alton Road Traniqua 6/24/2018 5:11 PM 45 4.50 Comments: Average service provided without incident. Contacted staff member: Traniqua 5th Street and Alton Road Jonathan 6/26/2018 3:01 AM 50 5.00 Comments: Used initiative to assist and provide all information. Extremely knowledgeable and went out of his /her way to help. Contacted staff member: Jonathan 5th Street and Alton Road Jenny 6/29/2018 6:50 PM 50 5.00 Comments: Friendly and professional. Contacted staff member: Jenny 5th Street and Alton Road Susanna 6/29/2018 6:51 PM 49 4.90 Comments: Courteous and willing to provide assistance. Contacted staff member: Susanna Number of Shopping Experiences by Method: 35 Avg Score Sum: 163.0 0 Number of Reshopping Experiences by Method: 1 Average: 4.66 Number of Division Shopping Experiences: 35 Avg Score Sum: 163.0 0 Number of Division Reshopping Experiences: 1 Average: 4.66 Garage - 7th Street and Collins Avenue SHOPPING METHOD - In Person - Garage 1256 7th Street and Collins Avenue Emanuel 4/6/2018 8:03 PM 50 5.00 Source: WEB Comments: Friendly and professional. Contacted staff member: Emanuel 8/1/2018 11:29:38 AM Page 20 of 22 MIAMI BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr3 ID (ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - 7th Street and Collins Avenue 1616 Emanuel 4/12/2018 11:54 AM Source: WEB Comments: Friendly and professional. Contacted staff member: Emanuel 1249 7th Street and Collins Avenue Karina 50 5.00 4/16/2018 11:29 PM 48 4.80 Source: WEB Comments: Courteous and willing to provide assistance. Friendly and professional. Used initiative to assist and provide all information. Directed me to the nearest ATM. Very polite, not wearing a name tag though. The overall impression of my visit was extremely positive. Contacted staff member: Karina 1251 7th Street and Collins Avenue Eddie Emanuel 4/17/2018 2:52 PM 50 5.00 Source: WEB Comments: Exceptional service. Extremely knowledgeable and went out of his /her way to help. Friendly and professional. Contacted staff member: Eddie Emanuel 1265 7th Street and Collins Avenue Eddie 4/23/2018 2:48 PM 50 5.00 Source: WEB Comments: Friendly and professional. Contacted staff member: Eddie 1455 7th Street and Collins Avenue Angel 4/29/2018 2:58 AM 50 5.00 Source: WEB Comments: Extremely knowledgeable and went out of his /her way to help. Friendly and professional. Used initiative to assist and provide all information. Contacted staff member: Angel 1414 7th Street and Collins Avenue Karina 4/30/2018 7:09 PM 50 5.00 Source: WEB Comments: Exceptional service. Contacted staff member: Karina 1417 7th Street and Collins Avenue Emanuel 5/4/2018 3:12 PM 50 5.00 Source: WEB Comments: Friendly and professional. Exceptional service. Contacted staff member: Emanuel 1419 7th Street and Collins Avenue Eddie 5/7/2018 11:52 AM 50 5.00 Source: WEB Comments: Friendly and professional. Contacted staff member: Eddie 1458 7th Street and Collins Avenue Eddie 5/8/2018 7:11 PM 50 5.00 Source: WEB Comments: Friendly and professional. Contacted staff member: Eddie 1248 7th Street and Collins Avenue Angel 5/12/2018 3:08 PM 50 5.00 Source: WEB Comments: Exceptional service. Contacted staff member: Angel 2315 7th Street and Collins Avenue Wilbur 5/13/2018 11:09 PM 30 3.00 Source: WEB Comments: Unresponsive, not customer service oriented. Inattentive. All his answers were "no" and did not provide any other information or alternatives. Contacted staff member: Wilbur 2314 Eddie 5/22/2018 2:55 PM 50 5.00 Source: WEB Comments: Friendly and professional. Contacted staff member: Eddie 7830 7th Street and Collins Avenue Bryan 43 4.30 2315 1 5/29/2018 Source: WEB Comments: Patient - took time to answer questions. I was talking to the security guard at first. I could not see his name because his ID was flipped the other way. I asked for directions to Walgreens, he called over the parking attendant Bryan because he was not sure. Bryan's name tag had no name. He was helpful. Contacted staff member: Bryan 2316 7th Street and Collins Avenue Samuel 5/31/2018 11:07 AM 49 4.90 2328 2756 2757 Source: WEB Source: WEB Source: WEB Source: WEB Comments: Friendly and professional. Had jacket over shirt, and was unable to see the nametag. Contacted staff member: Samuel 7th Street and Collins Avenue Eddie 6/6/2018 3:28 PM 45 5.00 Comments: Patient - took time to answer questions. Contacted staff member: Eddie 7th Street and Collins Avenue Nedia 6/7/2018 11:03 AM 50 5.00 Comments: Patient - took time to answer questions. Friendly and professional. Contacted staff member: Nedia 7th Street and Collins Avenue Taquesta 6/8/2018 7:23 PM 46 4.60 Comments: Friendly and professional. Patient - took time to answer questions. Contacted staff member: Taquesta 8/1/2018 11:29:39 AM Page 21 of 22 1v1IAII BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr3 ID IASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# I RESHOP DATE Garage - 7th Street and Collins Avenue 2759 7th Street and Collins Avenue Angel 2758 2845 2843 2858 2854 2844 2849 2856 2850 2846 2847 2848 Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB 6/9/2018 2:58 AM Comments: Exceptional service. Contacted staff member: Angel 7th Street and Collins Avenue Eddie 50 5.00 6/10/2018 2:47 PM 49 4.90 Comments: Courteous and willing to provide assistance. Patient - took time to answer questions. Contacted staff member: Eddie 7th Street and Collins Avenue Emmanuel 6/14/2018 10:57 AM 50 5.00 Comments: Courteous and willing to provide assistance. Friendly and professional. Contacted staff member: Emmanuel 7th Street and Collins Avenue Saray 6/15/2018 7:00 PM 50 5.00 Comments: Patient - took time to answer questions. Courteous and willing to provide assistance. Contacted staff member: Saray 7th Street and Collins Avenue Angel 6/16/2018 2:41 AM 50 5.00 Comments: Exceptional service. Contacted staff member: Angel 7th Street and Collins Avenue Eddie 6/17/2018 2:46 PM 47 4.70 Comments: Courteous and willing to provide assistance. Professional. No smile, looked bothered /out of it. No pleasantry. Contacted staff member: Eddie 7th Street and Collins Avenue Marcaron 6/21/2018 10:20 PM 48 4.80 Comments: Courteous and willing to provide assistance. Contacted staff member: Marcaron 7th Street and Collins Avenue Angel 6/22/2018 7:40 PM 50 5.00 Comments: Exceptional service. Contacted staff member: Angel 7th Street and Collins Avenue Joe 6/23/2018 10:42 PM 49 4.90 Comments: Friendly and professional. Courteous and willing to provide assistance. Contacted staff member: Joe 7th Street and Collins Avenue Joe 6/24/2018 5:13 PM 50 5.00 Comments: Friendly and professional. Contacted staff member: Joe 7th Street and Collins Avenue Jacky 6/26/2018 3:04 AM 45 5.00 Comments: Exceptional service. Contacted staff member: Jacky 7th Street and Collins Avenue Manuel 6/28/2018 2:08 PM 40 4.00 Comments: Felt valued and appreciated. Answered at my questions. Provided his name when asked. Contacted staff member: Manuel 7th Street and Collins Avenue Saray 6/29/2018 7:35 PM 50 5.00 Source: WEB Comments: Friendly and professional. Contacted staff member: Saray Number of Shopping Experiences by Method: 31 Avg Score Sum: 149.9 0 Number of Reshopping Experiences by Method: 1 Average: 4.84 Number of Division Shopping Experiences: 31 Avg Score Sum: 149.9 0 Number of Division Reshopping Experiences: 1 Average: 4.84 DEPARTMENT SUMMARY Avg Score Sum: 1578. 19 Total Number of Departmental Shopping Experiences: 323 Number of Departmental Reshopping Experiences: 4 Average: 4.89 CITY WIDE TOTALS: FY2018 Qtr3 Total Number of Departmental Shopping Experiences: 323 Avg Score Sum: 1578.19 Number of Departmental Reshopping Experiences: 4 Average: 4.89 8/1/2018 11:29:39 AM Page 22 of 22 Service Excellence Service Shopper Program Garage Security Report FISCAL YEAR 2018 Qtr3 Office of Organization Development Perfomance Initiatives 1700 Convention Center Drive Miami Beach, FL 33139 Telephone: (305) 673 -7010 Fax: (305) 673 -7782 81112018 11:17:34 AM Page 1 of 13 MIAt'A BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr3 ID ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE PARKING - GARAGE SECURITY Garage - 12th Street and Drexel SHOPPING METHOD - In Person - Garage 1869 Stanley 4/12/2018 11:26 AM 50 5.00 Source: WEB Comments: Friendly and professional. Contacted staff member: Stanley 2053 12th Street and Drexel Joseph 4/23/2018 2:30 PM 50 5.00 Source: WEB Comments: Patient - took time to answer questions. Friendly and professional. Contacted staff member: Joseph 1873 12th Street and Drexel Joe 4/26/2018 11:27 PM 50 5.00 Source: WEB Comments: Exceptional service. Contacted staff member: Joe 1960 12th Street and Drexel Giovanni 4/29/2018 3:18 AM 50 5.00 Source: web Comments: Extremely knowledgeable and went out of his /her way to help. Contacted staff member: Giovanni 2056 12th Street and Drexel Rey 5/7/2018 11:26 AM 50 5.00 Source: WEB Comments: Friendly and professional. Used initiative to assist and provide all information. Contacted staff member: Rey 1955 12th Street and Drexel Joseph 5/8/2018 7:40 PM 48 4.80 Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Not familiar with how long I could stay in garage before fee changes from $2 per hour to $20. Contacted staff member: Joseph 1877 12th Street and Drexel Joseph 5/26/2018 8:08 AM 50 5.00 Source: WEB Comments: Above and beyond expectations. Patient - took time to answer questions. Contacted staff member: Joseph 1953 12th Street and Drexel Chris 5/31/2018 10:02 AM 49 4.90 Source: WEB Comments: Patient - took time to answer questions. Used initiative to assist and provide all information. No name tag. Contacted staff member: Chris 2815 12th Street and Drexel Rey 6/7/2018 10:39 AM 50 5.00 Source: WEB Comments: Friendly and professional. Contacted staff member: Rey 2816 12th Street and Drexel Joe 6/12/2018 7:19 PM 50 5.00 Source: WEB Comments: Above and beyond expectations. Contacted staff member: Joe 2817 12th Street and Drexel Leatha 6/14/2018 11:34 AM 49 4.90 Source: WEB Comments: Friendly and professional. Courteous and willing to provide assistance. Contacted staff member: Leatha 2814 12th Street and Drexel Gerald 6/16/2018 3:02 AM 50 5.00 Source: WEB Comments: Used initiative to assist and provide all information. Friendly and professional. Contacted staff member: Gerald 2997 12th Street and Drexel Rey 6/28/2018 2:38 PM 28 2.80 Source: WEB Comments: Average service provided without incident. Rey was sitting on the upper ledge, on the phone. Had to ask twice for his name. Explained why the garage attendant was nowhere to be found, and offered to answer any questions I may have. His demeanor and tone were not pleasant. Contacted staff member: Rey 3002 12th Street and Drexel Javon 7/2/2018 3:03 AM 50 5.00 Source: WEB Comments: Used initiative to assist and provide all information. Friendly and professional. Contacted staff member: Javon Number of Shopping Experiences by Method: 14 Avg Score Sum: 67.40 Number of Reshopping Experiences by Method: 0 Average: 4.81 Number of Division Shopping Experiences: 14 Avg Score Sum: 67.40 Number of Division Reshopping Experiences: 0 Average: 4.81 Garage - 13th Street and Collins 8/1/2018 11:17:34 AM Page 2 of 13 MIAtv\I BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr3 ID ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# I RESHOP DATE Garage - 13th Street and Collins SHOPPING METHOD - In Person - Garage 1884 Rosietta 4/12/2018 10:54 AM 49 4.90 Source: WEB Comments: Friendly and professional. Courteous and willing to provide assistance. Wearing a jacket, could not see the badge. Contacted staff member: Rosietta 1888 13th Street and Collins Stanley 4/16/2018 11:56 PM 47 4.70 Source: WEB Comments: Courteous and willing to provide assistance. Patient - took time to answer questions. I asked what time the garage closes, he said it's open 24/7. The overall impression of my visit was very positive. It would have been helpful if he was wearing a name tag. Contacted staff member: Stanley 1964 13th Street and Collins Corneilla 4/17/2018 3:42 PM 45 5.00 Source: WEB Comments: Patient - took time to answer questions. Friendly and professional. Contacted staff member: Corneilla 2058 13th Street and Collins Emilio 4/18/2018 7:20 AM 50 5.00 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. Felt valued and appreciated. I approached him upon entering the garage. Provided garage hours. Upon my exiting, he was also very helpful, assisting me with the skidata machine since I had lost my ticket. The overall impression of my visit was extremely positive. Contacted staff member: Emilio 2062 13th Street and Collins Cornelia 4/24/2018 11:40 AM 49 4.90 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. She offered to help me at the skidata pay machine. She was very friendly and attentive. She was wearing a badge on her shoulder, but it was flipped showing the back, I could not see an ID in there. Contacted staff member: Cornelia 2061 13th Street and Collins Marita 4/26/2018 11:56 PM 50 5.00 Source: WEB Comments: Friendly and professional. Used initiative to assist and provide all information. Courteous and willing to provide assistance. Contacted staff member: Marita 2064 13th Street and Collins Kendrick 4/29/2018 3:25 AM 50 5.00 Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Contacted staff member: Kendrick 2060 13th Street and Collins Shawntarra 5/4/2018 4:09 PM 48 4.80 Source: WEB Comments: Courteous and willing to provide assistance. Patient - took time to answer questions. Professional. Contacted staff member: Shawntarra 2124 13th Street and Collins Stanley 5/29/2018 11:42 PM 50 5.00 Source: WEB Comments: Extremely knowledgeable and went out of his /her way to help. Used initiative to assist and provide all information. Friendly and professional. Patient - took time to answer questions. Courteous and willing to provide assistance. He helped me with the transaction because I lost my ticket. He was very helpful and polite. Contacted staff member: Stanley 2818 13th Street and Collins Shawntara 6/7/2018 10:14 AM 50 5.00 Source: WEB Comments: Patient - took time to answer questions. Friendly and professional. Contacted staff member: Shawntara 2819 13th Street and Collins Christopher 6/9/2018 3:40 AM 48 4.80 Source: WEB Comments: Felt valued and appreciated. Courteous and willing to provide assistance. Contacted staff member: Christopher 2820 13th Street and Collins Shantarra 6/10/2018 2:56 PM 46 4.60 Source: WEB Comments: Friendly and professional. Contacted staff member: Shantarra 3009 13th Street and Collins Marita 6/21/2018 11:27 PM 50 5.00 Source: WEB Comments: Courteous and willing to provide assistance. Contacted staff member: Marita 3005 13th Street and Collins Marita 6/22/2018 6:58 PM 50 5.00 Source: WEB Comments: Above and beyond expectations. Exceptional service. Contacted staff member: Marita 3004 13th Street and Collins Stanley 6/24/2018 5:57 PM 50 5.00 Source: WEB Comments: Friendly and professional. Contacted staff member: Stanley 3011 13th Street and Collins Shantara 6/24/2018 5:59 PM 50 5.00 Source: WEB Comments: Friendly and professional. Contacted staff member: Shantara 8/1/2018 11:17:34 AM Page 3 of 13 M I AM I B EAC H Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr3 ID ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - 13th Street and Collins 3006 3008 3007 Source: WEB Source: WEB Source: WEB 13th Street and Collins Shantara 6/29/2018 7:15 PM Comments: Friendly and professional. Contacted staff member: Shantara 13th Street and Collins Janice 6/30/2018 11:51 AM Comments: Exceptional service. Contacted staff member: Janice 13th Street and Collins Eduardo 7/2/2018 Comments: Exceptional service. Contacted staff member: Eduardo Number of Shopping Experiences by Method: Number of Reshopping Experiences by Method: Number of Division Shopping Experiences: Number of Division Reshopping Experiences: 50 5.00 50 5.00 3:29 AM 50 5.00 19 Avg Score Sum: 93.70 0 Average: 4.93 19 Avg Score Sum: 93.70 0 Average: 4.93 Garage - 16th Street and Collins SHOPPING METHOD - In Person - Garage 2071 1897 2074 2068 1972 1978 2072 1973 3017 3012 Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Tidy 4/12/2018 10:19 AM 50 5.00 Comments: Friendly and professional. Contacted staff member: Tidy 16th Street and Collins Nangely 4/14/2018 11:23 AM 48 4.80 Comments: Patient - took time to answer questions. Courteous and willing to provide assistance. She said its open 24/7. It was hard to see her name tag, and when she said her name she mumbled. I asked her to repeat it, she said it at the same low mumble. Contacted staff member: Nangely 16th Street and Collins Reginald 4/18/2018 6:45 AM 48 4.80 Comments: Patient - took time to answer questions. Courteous and willing to provide assistance. The overall impression of my visit was positive. it would have been helpful if he provided the address and /or office hours. Contacted staff member: Reginald 16th Street and Collins Joseph 5/7/2018 10:27 AM 50 5.00 Comments: Friendly and professional. Contacted staff member: Joseph 16th Street and Collins Angeline 5/26/2018 7:51 AM 50 5.00 Comments: Above and beyond expectations. Patient - took time to answer questions. Contacted staff member: Angeline 16th Street and Collins Dora 6/7/2018 9:45 AM 50 5.00 Comments: Friendly and professional. Contacted staff member: Dora 16th Street and Collins Joseph 6/10/2018 4:09 PM 48 4.80 Comments: Courteous and willing to provide assistance. Contacted staff member: Joseph 16th Street and Collins Angelique 6/12/2018 7:58 PM 50 5.00 Comments: Exceptional service. Contacted staff member: Angelique 16th Street and Collins Alfreda 6/24/2018 6:46 PM 50 5.00 Comments: Friendly and professional. Contacted staff member: Alfreda 16th Street and Collins Deborah 6/28/2018 1:40 PM 50 5.00 Comments: Patient - took time to answer questions. Deborah was very attentive. Went our of her way to offer assistance and offered further assistance at the end of the interaction. Contacted staff member: Deborah 3014 16th Street and Collins Robert 7/2/2018 3:52 AM 50 5.00 8/1/2018 11:17:35 AM Page 4 of 13 MIAMI BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr3 ID ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - lfith Street and Collins Source: WEB Comments: Used initiative to assist and provide all information. Friendly and professional. Contacted staff member: Robert Number of Shopping Experiences by Method: 11 Avg Score Sum: 54.40 Number of Reshopping Experiences by Method: 0 Average: 4.95 Number of Division Shopping Experiences: 11 Avg Score Sum: 54.40 Number of Division Reshopping Experiences: 0 Average: 4.95 Garage - 17th Street and Meridian Court SHOPPING METHOD - In Person - Garage 2132 17th Street and Meridian Court Jean 4/17/2018 12:30 PM 50 5.00 1983 2133 1987 2745 2749 2744 2746 2748 2743 2747 3023 Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Comments: Patient - took time to answer questions. Professional. Contacted staff member: Jean 17th Street and Meridian Court Pierre 4/29/2018 12:20 AM 50 5.00 Comments: Courteous and willing to provide assistance. Friendly and professional. Contacted staff member: Pierre 17th Street and Meridian Court Esteban 5/7/2018 8:36 AM 44 4.89 Comments: Patient - took time to answer questions. Professional. Contacted staff member: Esteban 17th Street and Meridian Court Jean 5/13/2018 8:35 PM 50 5.00 Comments: Friendly and professional. Patient - took time to answer questions. Courteous and willing to provide assistance. Used initiative to assist and provide all information. He informed me that the garage never closes. Contacted staff member: Jean 17th Street and Meridian Court Pierre 5/25/2018 8:26 PM 50 5.00 Comments: Friendly and professional. Courteous and willing to provide assistance. Contacted staff member: Pierre 17th Street and Meridian Court Delgado 5/29/2018 8:34 PM 50 5.00 Comments: Courteous and willing to provide assistance. Patient - took time to answer questions. I asked what time the garage closed, he promptly replied that its open 24/7. Contacted staff member: Delgado 17th Street and Meridian Court Pierre 5/31/2018 8:42 AM 48 4.80 Comments: Felt valued and appreciated. Said thank you but no genuine pleasantry. Contacted staff member: Pierre 17th Street and Meridian Court Chris 6/9/2018 12:40 AM 50 5.00 Comments: Above and beyond expectations. Used initiative to assist and provide all information. Contacted staff member: Chris 17th Street and Meridian Court Alonso 6/10/2018 12:59 AM 49 4.90 Comments: Courteous and willing to provide assistance. Provided information about the garage. Friendly and professional. Contacted staff member: Alonso 17th Street and Meridian Court Pierre 6/12/2018 4:46 PM 50 5.00 Comments: Courteous and willing to provide assistance. Felt valued and appreciated. Contacted staff member: Pierre 17th Street and Meridian Court Gregory 6/16/2018 12:47 AM 49 4.90 Comments: Patient - took time to answer questions. Friendly and professional. Contacted staff member: Gregory 17th Street and Meridian Court Joshua 6/22/2018 4:47 PM 50 5.00 Comments: Exceptional service. Contacted staff member: Joshua 8/1/2018 11:17:35 AM Page 5 of 13 I Al v t I B EAC H Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr3 ID ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - 17th Street and Meridian Court 3020 17th Street and Meridian Court Tashiana 3028 3021 3027 3026 Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB 6/24/2018 7:49 PM Comments: Friendly and professional. Contacted staff member: Tashiana 17th Street and Meridian Court Pierre 50 5.00 6/26/2018 12:53 AM 50 5.00 Comments: Patient - took time to answer questions. Used initiative to assist and provide at information. Contacted staff member: Pierre 17th Street and Meridian Court Tashiana 6/29/2018 4:20 PM 47 4.70 Comments: Patient - took time to answer questions. Contacted staff member: Tashiana 17th Street and Meridian Court Joshua 6/30/2018 8:49 AM 50 5.00 Comments: Extremely knowledgeable and went out of his /her way to help. Friendly and professional. Contacted staff member: Joshua 17th Street and Meridian Court Guzman 7/2/2018 12:40 AM 50 5.00 Comments: Above and beyond expectations. Courteous and willing to provide assistance. Contacted staff member: Guzman Number of Shopping Experiences by Method: 17 Avg Score Sum: 84.19 Number of Reshopping Experiences by Method: 0 Average: 4.95 Number of Division Shopping Experiences: 17 Avg Score Sum: 84.19 Number of Division Reshopping Experiences: 0 Average: 4.95 Garage - 17th Street and Pennsylvania SHOPPING METHOD - In Person - Garage 1911 Pierrer 4/6/2018 5:16 PM 50 5.00 Source: WEB Comments: Friendly and professional. Contacted staff member: Pierrer 1503 17th Street and Pennsylvania Leticia 4/23/2018 1:06 PM 48 4.80 Ave Source: WEB Comments: Friendly and professional. Contacted staff member: Leticia 2094 17th Street and Pennsylvania Sony 4/24/2018 8:23 AM 50 5.00 Source: WEB Comments: Friendly and professional. Courteous and willing to provide assistance. Provided garage hours. He was very well spoken and professional. Contacted staff member: Sony 1506 17th Street and Pennsylvania Bryan 4/26/2018 8:39 PM 50 5.00 Ave Source: WEB Comments: Extremely knowledgeable and went out of his /her way to help. Contacted staff member: Bryan 1991 17th Street and Pennsylvania Bryan 4/29/2018 12:47 AM 50 5.00 Source: WEB Comments: Friendly and professional. Courteous and willing to provide assistance. Contacted staff member: Bryan 1998 17th Street and Pennsylvania Bryan 5/13/2018 9:15 PM 50 5.00 Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Courteous and willing to provide assistance. Bryan directed me to the Parking department in City Hall. He was very polite and courteous but he had no specific information. He just sent me in a direction, no specific address or hours. It would have been helpful if maybe he knew the website that had all the information readily available. Contacted staff member: Bryan 1996 17th Street and Pennsylvania Chris 5/17/2018 1:10 AM 50 5.00 1912 Source: WEB Source: WEB Comments: Friendly and professional. Courteous and willing to provide assistance. Contacted staff member: Chris 17th Street and Pennsylvania Bryan 6/9/2018 12:42 AM 48 4.80 Comments: Patient - took time to answer questions. Said thank you but no pleasantry. Contacted staff member: Bryan 8/1/2018 11:17:35 AM Page 6 of 13 M(A1 V l BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr3 ID IASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage -17th Street and Pennsylvania 1913 17th Street and Pennsylvania Antoinette McGraw 6/13/2018 5:06 AM 50 5.00 Source: WEB Comments: Felt valued and appreciated. Courteous and willing to provide assistance. Patient - took time to answer questions. Friendly and professional. Above and beyond expectations. Used initiative to assist and provide all information. She called the central attendant's office immediately to get answers/ information. She provided me with directions and a person of contact at the office of the garage adjacent to the one we were in. She was extremely helpful and professional. Contacted staff member: Antoinette McGraw 1579 17th Street and Pennsylvania Chris 6/16/2018 12:48 AM 50 5.00 Source: WEB Comments: Exceptional service. Contacted staff member: Chris 3030 17th Street and Pennsylvania Stacey 6/22/2018 4:51 PM 48 4.80 Ave Source: WEB Comments: Felt valued and appreciated. Used initiative to assist and provide all information. No genuine pleasantry. Contacted staff member: Stacey 3029 17th Street and Pennsylvania Guzman 6/26/2018 12:54 AM 48 4.80 Ave Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. No genuine pleasantry. Contacted staff member: Guzman 3031 17th Street and Pennsylvania Pierre 7/2/2018 12:42 AM 50 5.00 Ave Source: WEB Comments: Friendly and professional. Exceptional service. Contacted staff member: Pierre Number of Shopping Experiences by Method: 13 Avg Score Sum: 64.20 Number of Reshopping Experiences by Method: 0 Average: 4.94 Number of Division Shopping Experiences: 13 Avg Score Sum: 64.20 Number of Division Reshopping Experiences: 0 Average: 4.94 Garage -18th Street and Meridian SHOPPING METHOD - In Person - Garage 1916 Lakia 4/12/2018 9:38 AM 50 5.00 Source: WEB Comments: Friendly and professional. Used initiative to assist and provide all information. Contacted staff member: Lakia 1914 18th Street and Meridian Delgado 4/16/2018 8:31 PM 47 4.70 Source: WEB Comments: Courteous and willing to provide assistance. Provided hours for the garage. He was very polite and professional. Contacted staff member: Delgado 1518 18 Street and Meridian Angelic 4/17/2018 1:14 PM 50 5.00 Source: WEB Comments: Friendly and professional. Contacted staff member: Angelic 2098 18th Street and Meridian Chris 4/27/2018 1:17 AM 48 4.80 Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Provided garage hours. Contacted staff member: Chris 2143 18th Street and Meridian Eddie 5/4/2018 1:01 PM 50 5.00 Source: WEB Comments: Friendly and professional. Contacted staff member: Eddie 2102 18th Street and Meridian Lakia 5/7/2018 9:24 AM 50 5.00 Source: WEB Comments: Courteous and willing to provide assistance. Friendly and professional. Contacted staff member: Lakia 2002 18th Street and Meridian Jackelin 5/13/2018 11:54 PM 50 5.00 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. Felt valued and appreciated. I lost my ticket. The camera in the blue box was not working. Jackelin came out to my car to help me. The overall impression of my visit was extremely positive. She even took my money to the skidata pay machine and brought me a receipt too. Contacted staff member: Jackelin 1608 18th Street and Meridian Laikal 5/22/2018 1:14 PM 50 5.00 Source: WEB Comments: Friendly and professional. Contacted staff member: Laikal 8/1/2018 11:17:35 AM Page 7 of 13 MIAMI BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr3 ID ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - 18th Street and Meridian 2797 2806 2796 2805 2798 2804 3038 2799 2800 2801 Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB 18th Street and Meridian Nelge 6/7/2018 9:20 AM 50 5.00 Comments: Friendly and professional. Contacted staff member: Nelge 18th Street and Meridian Dwayna 6/9/2018 9:33 AM 50 5.00 Comments: Patient - took time to answer questions. Courteous and willing to provide assistance. Friendly and professional. Was knowledgeable in garage information and was able to answer my questions. Contacted staff member: Dwayna 18th Street and Meridian Curnella 6/10/2018 1:38 AM 49 4.90 Comments: Courteous and willing to provide assistance. Friendly and professional. Patient - took time to answer questions. Contacted staff member: Curnella 18th Street and Meridian Sam 6/13/2018 5:43 AM 48 4.80 Comments: Courteous and willing to provide assistance. Patient - took time to answer questions. When I drove up to Sam's security kart, he was leaned over. Did not appear alert. Contacted staff member: Sam 18th Street and Meridian Lacaya 6/14/2018 9:06 AM 50 5.00 Comments: Exceptional service. Friendly and professional. Contacted staff member: Lacaya 18th Street and Meridian Sandria 6/16/2018 1:07 AM 48 4.80 Comments: Friendly and professional. Said thank but no pleasantry. Contacted staff member: Sandria 18th Street and Meridian Giovanni 6/24/2018 7:16 PM 50 5.00 Comments: Used initiative to assist and provide all information. Friendly and professional. Contacted staff member: Giovanni 18th Street and Meridian Sam 6/26/2018 1:25 AM 50 5.00 Comments: Exceptional service. Contacted staff member: Sam 18th Street and Meridian Caroline 6/30/2018 9:16 AM 50 5.00 Comments: Courteous and willing to provide assistance. Felt valued and appreciated. Contacted staff member: Caroline 18th Street and Meridian Sam 7/2/2018 1:04 AM 50 5.00 Comments: Exceptional service. Contacted staff member: Sam Number of Shopping Experiences by Method: 18 Avg Score Sum: 89.00 Number of Reshopping Experiences by Method: 0 Average: 4.94 Number of Division Shopping Experiences: 18 Avg Score Sum: 89.00 Number of Division Reshopping Experiences: 0 Average: 4.94 Garage - 1900 Bay Rd SHOPPING METHOD - In Person - Garage 1918 Debra 4/14/2018 9:58 AM 50 5.00 Source: WEB Comments: Courteous and willing to provide assistance. Patient - took time to answer questions. Friendly and professional. I asked what time the garage closes, she said its open 24/7. The overall impression of my visit was extremely positive. Contacted staff member: Debra 1925 1900 Bay Rd. Josie 4/17/2018 2:11 PM 50 5.00 2018 2114 2013 Source: WEB Source: WEB Source: WEB Source: WEB Comments: Friendly and professional. Courteous and willing to provide assistance. Contacted staff member: Josie 1900 Bay Rd Angelica 4/23/2018 3:47 PM 49 4.90 Comments: Friendly and professional. Did not know how long a car can stay in the garage. Contacted staff member: Angelica 1900 Bay Rd Angelique 4/30/2018 6:15 PM 50 5.00 Comments: Friendly and professional. Patient - took time to answer questions. Contacted staff member: Angelique 1900 Bay Rd Debra 5/4/2018 2:05 PM 45 5.00 Comments: Friendly and professional. Contacted staff member: Debra 8/1/2018 11:17:35 AM Page 8 of 13 AI BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr3 ID ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - 1900 Bay Rd 1923 1900 Bay Rd. Nelge 5/7/2018 9:54 AM Source: WEB Comments: Friendly and professional. Contacted staff member: Nelge 2015 1900 Bay Rd. Donald Grant 50 5.00 5/13/2018 9:45 PM 50 5.00 Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Courteous and willing to provide assistance. He told me Publix has parking and explained how to get to the parking lot on the roof of Publix. The overall impression of my visit was extremely positive. Contacted staff member: Donald Grant 1922 1900 Bay Rd. Debra 5/22/2018 2:22 PM 50 5.00 Source: WEB Comments: Friendly and professional. Courteous. Contacted staff member: Debra 1926 1900 Bay Rd. Nelgi 5/26/2018 7:58 AM 47 4.70 Source: WEB Comments: Patient - took time to answer questions. Courteous and willing to provide assistance. Contacted staff member: Nelgi 2146 1900 Bay Rd. Jasmine Colbert 5/29/2018 9:58 PM 50 5.00 Source: WEB Comments: Courteous and willing to provide assistance. Friendly and professional. Patient - took time to answer questions. I asked what time the garage closes, she explained that it's open 24/7. Contacted staff member: Jasmine Colbert 2821 1900 Bay Rd Negli 6/8/2018 6:09 PM 47 4.70 Source: WEB Comments: Courteous and willing to provide assistance. Contacted staff member: Negli 2824 1900 Bay Rd Janet 6/9/2018 2:08 AM 48 4.80 Source: WEB Comments: Friendly and professional. Said thank you but no pleasantry. Contacted staff member: Janet 2822 1900 Bay Rd Chris 6/10/2018 2:48 AM 48 4.80 Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Courteous and willing to provide assistance. He was not wearing an ID. Contacted staff member: Chris 2825 1900 Bay Rd Jasmine 6/10/2018 1:49 PM 48 4.80 Source: WEB Comments: Courteous and willing to provide assistance. Contacted staff member: Jasmine 2823 1900 Bay Rd Benson 6/12/2018 6:15 PM 50 5.00 Source: WEB Comments: Extremely knowledgeable and went out of his /her way to help. Used initiative to assist and provide all information. Contacted staff member: Benson 3043 1900 Bay Rd Jasmine 6/21/2018 9:28 PM 49 4.90 Source: WEB Comments: Courteous and willing to provide assistance. Contacted staff member: Jasmine 3045 1900 Bay Rd Benson 6/30/2018 10:08 AM 50 5.00 Source: WEB Comments: Exceptional service. Friendly and professional. Contacted staff member: Benson 3047 1900 Bay Rd Donald 7/2/2018 1:54 AM 50 5.00 Source: WEB Comments: Exceptional service. Contacted staff member: Donald Number of Shopping Experiences by Method: 18 Avg Score Sum: 88.60 Number of Reshopping Experiences by Method: 0 Average: 4.92 Number of Division Shopping Experiences: 18 Avg Score Sum: 88.60 Number of Division Reshopping Experiences: 0 Average: 4.92 Garage - 42nd Street and Sheridan SHOPPING METHOD - In Person - Garage 2020 42nd Street and Sheridan Felix 4/17/2018 1:39 PM 50 5.00 Source: WEB Comments: Exceptional service. Friendly and professional. Contacted staff member: Felix 8/1/2018 11:17:36 AM Page 9 of 13 M I At V t I BEAC H Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr3 ID IASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# I RESHOP DATE Garage - 42nd Street and Sheridan 1933 42nd Street and Sheridan 2029 2022 2025 2119 2027 1936 1599 7940 2115 1596 1596 1596 1596 3057 3056 3056 Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Joseph Baptiste 4/18/2018 5:57 AM 50 5.00 Comments: Extremely knowledgeable and went out of his /her way to help. Courteous and willing to provide assistance. Patient - took time to answer questions. Friendly and professional. Used initiative to assist and provide all information. He was very polite and helpful. The overall impression of my visit was extremely positive. Contacted staff member: Joseph Baptiste 42nd Street and Sheridan Joseph 4/26/2018 10:02 PM 50 5.00 Comments: Exceptional service. Contacted staff member: Joseph 42nd Street and Sheridan Baptiste Joseph 4/27/2018 2:08 AM 48 4.80 Comments: Friendly and professional. Patient - took time to answer questions. Courteous and willing to provide assistance. Felt valued and appreciated. Provided directions to the parking office. Contacted staff member: Baptiste Joseph 42nd Street and Sheridan Darrin 5/4/2018 1:33 PM 50 5.00 Comments: Friendly and professional. Contacted staff member: Darrin 42nd Street and Sheridan Felix 5/22/2018 1:37 PM 50 5.00 Comments: Friendly and professional. Contacted staff member: Felix 42nd Street and Sheridan Joseph 6/9/2018 2:06 AM 50 5.00 Comments: Exceptional service. Contacted staff member: Joseph 42nd Street and Sheridan Robert 6/9/2018 10:11 AM 1 1.00 Comments: Needed to persist to get information and answers. He is wearing sunglasses inside the garage. He was not wearing a name tag either. CI' -3 Not acceptable. Attendant was rude. Contacted staff member: Robert 42nd Street and Sheridan Joseph 6/12/2018 6:09 PM 50 5.00 Comments: Exceptional service. Contacted staff member: Joseph 42nd Street and Sheridan Chantal 50 5.00 1936 1 6/13/2018 Comments: Courteous and willing to provide assistance. Friendly and professional. Contacted staff member: Chantal 42nd Street and Sheridan Joseph 6/15/2018 5:35 PM 50 5.00 Comments: Friendly and professional. Courteous and willing to provide assistance. Contacted staff member: Joseph 42nd Street and Sheridan Joe 6/16/2018 1:38 AM 50 5.00 Comments: Friendly and professional. Used initiative to assist and provide all information. Contacted staff member: Joe 42nd Street and Sheridan Joe 6/16/2018 1:38 AM 50 5.00 Comments: Friendly and professional. Used initiative to assist and provide all information. Contacted staff member: Joe 42nd Street and Sheridan Joe 6/16/2018 1:38 AM 50 5.00 Comments: Friendly and professional. Used initiative to assist and provide at information. Contacted staff member: Joe 42nd Street and Sheridan Joe 6/16/2018 1:38 AM 50 5.00 Comments: Friendly and professional. Used initiative to assist and provide all information. Contacted staff member: Joe 42nd Street and Sheridan Aamir 6/22/2018 6:56 PM 50 5.00 Comments: Friendly and professional. Patient - took time to answer questions. Contacted staff member: Aamir 42nd Street and Sheridan Alfreda 6/23/2018 9:31 PM 49 4.90 Comments: Friendly and professional. Contacted staff member: Alfreda 42nd Street and Sheridan Alfreda 6/23/2018 9:31 PM 49 4.90 Comments: Friendly and professional. Contacted staff member: Alfreda 8/1/2018 11:17:36 AM Page 10 of 13 MIA Y11 BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr3 ID- ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - 42nd Street and Sheridan 3055 42nd Street and Sheridan Joseph 3054 3052 3053 Source: WEB Source: WEB Source: WEB Source: WEB 6/26/2018 1:48 AM 50 5.00 Comments: Exceptional service. Contacted staff member: Joseph 42nd Street and Sheridan Angelie 6/29/2018 5:47 PM 50 5.00 Comments: Friendly and professional. Contacted staff member: Angelie 42nd Street and Sheridan Ricardo 6/30/2018 9:42 AM 50 5.00 Comments: Used initiative to assist and provide all information. Extremely knowledgeable and went out of his /her way to help. Contacted staff member: Ricardo 42nd Street and Sheridan Chris 7/2/2018 1:31 AM 48 4.80 Comments: Patient - took time to answer questions. Courteous and willing to provide assistance. No genuine pleasantry. Contacted staff member: Chris Number of Shopping Experiences by Method: 22 Avg Score Sum: 105.4 0 Number of Reshopping Experiences by Method: 1 Average: 4.79 Number of Division Shopping Experiences: 22 Avg Score Sum: 105.4 0 Number of Division Reshopping Experiences: 1 Average: 4.79 Garage - 5th Street and Alton Road SHOPPING METHOD - In Person - Garage 1632 5th Street and Alton Road 1857 2980 2730 2987 Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Janice 5/12/2018 2:38 PM 49 4.90 Comments: Friendly and professional. Courteous and willing to provide assistance. Contacted staff member: Janice 5th Street and Alton Road Betty 6/12/2018 6:36 PM 48 4.80 Comments: Used initiative to assist and provide all information. Said thank you but no pleasantry. Contacted staff member: Betty 5th Street and Alton Road Cherude 6/28/2018 1:56 PM 40 4.00 Comments: Felt valued and appreciated. Cherude greeted properly. Provided great customer service but did not smile much. Contacted staff member: Cherude 5th Street and Alton Road Betty 6/30/2018 10:40 AM 48 4.80 Comments: Friendly and professional. No genuine pleasantry. Contacted staff member: Betty 5th Street and Alton Road Allen 6/30/2018 10:41 AM 50 5.00 Comments: Extremely knowledgeable and went out of his /her way to help. Friendly and professional. Contacted staff member: Allen Number of Shopping Experiences by Method: 5 Avg Score Sum: 23.50 Number of Reshopping Experiences by Method: 0 Average: 4.70 Number of Division Shopping Experiences: 5 Avg Score Sum: 23.50 Number of Division Reshopping Experiences: 0 Average: 4.70 Garage - 7th Street and Collins Avenue SHOPPING METHOD - In Person - Garage 1864 Mordiel 4/6/2018 8:04 PM 50 5.00 Source: WEB Comments: Friendly and professional. Courteous and willing to provide assistance. Contacted staff member: Mordiel 1868 Jose 4/12/2018 11:55 AM 50 5.00 Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Contacted staff member: Jose 8/1/2018 11:17:36 AM Page 11 of 13 MIAi V tI BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr3 ID ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - 7th Street and Collins Avenue 1949 7th Street and Collins Avenue Mary 1950 1614 2046 1568 2735 2737 2736 2739 2738 2741 2742 2740 2811 2807 2809 2813 2808 Source: web Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB Source: WEB 4/16/2018 11:33 PM 50 5.00 Comments: Above and beyond expectations. Courteous and willing to provide assistance. Patient - took time to answer questions. Provided hours for the garage. As I was leaving she also helped me with the transaction at the machine. Very helpful and kind. Contacted staff member: Mary 7th Street and Collins Avenue Jose 4/17/2018 2:54 PM 50 5.00 Comments: Friendly and professional. Patient - took time to answer questions. Contacted staff member: Jose 7th Street and Collins Avenue Rey 4/17/2018 3:18 PM 50 5.00 Comments: Friendly and professional. Courteous and willing to provide assistance. Contacted staff member: Rey 7th Street and Collins Avenue Jose 4/23/2018 2:50 PM 50 5.00 Comments: Friendly and professional. Always with a smile. Contacted staff member: Jose 7th Street and Collins Avenue Josh 4/26/2018 10:59 PM 50 5.00 Comments: Exceptional service. Contacted staff member: Josh 7th Street and Collins Avenue Maria 4/29/2018 3:00 AM 50 5.00 Comments: Patient - took time to answer questions. Felt valued and appreciated. Friendly and professional. Contacted staff member: Maria 7th Street and Collins Avenue Jose 5/4/2018 3:13 PM 50 5.00 Comments: Friendly and professional. Contacted staff member: Jose 7th Street and Collins Avenue Jose 5/7/2018 11:53 AM 50 5.00 Comments: Friendly and professional. Contacted staff member: Jose 7th Street and Collins Avenue Josie 5/8/2018 7:12 PM 50 5.00 Comments: Patient - took time to answer questions. Friendly and professional. Contacted staff member: Josie 7th Street and Collins Avenue Rosita Civil 5/13/2018 11:13 PM 45 4.50 Comments: Courteous and willing to provide assistance. Used initiative to assist and provide all information. Contacted staff member: Rosita Civil 7th Street and Collins Avenue Jose 5/22/2018 2:57 PM 50 5.00 Comments: Friendly and professional. Contacted staff member: Jose 7th Street and Collins Avenue Boisena 5/31/2018 11:01 AM 50 5.00 Comments: Above and beyond expectations. Friendly and professional. Contacted staff member: Boisena 7th Street and Collins Avenue Debra 6/6/2018 3:32 PM 45 5.00 Comments: Patient - took time to answer questions. Friendly and professional. Contacted staff member: Debra 7th Street and Collins Avenue Jose 6/7/2018 11:05 AM 50 5.00 Comments: Felt appreciated. Friendly and professional. Contacted staff member: Jose 7th Street and Collins Avenue Isabella 6/8/2018 7:21 PM 45 4.50 Comments: Friendly and professional. Contacted staff member: Isabella 7th Street and Collins Avenue Marto 6/9/2018 2:58 AM 50 5.00 Comments: Exceptional service. Contacted staff member: Marto 7th Street and Collins Avenue Junior 6/10/2018 3:53 AM 49 4.90 Comments: Patient - took time to answer questions. Courteous and willing to provide assistance. Friendly and professional. He informed me that the garage is open 24/7. Contacted staff member: Junior 7th Street and Collins Avenue Dwayna 6/10/2018 2:37 PM 48 4.80 Comments: Courteous and willing to provide assistance. Contacted staff member: Dwayna 8/1/2018 11:17:36 AM Page 12 of 13 MIAMI BEACH Service Shopper Program - Comprehensive Department Report FISCAL YEAR 2018 Qtr3 ID ASSIGNMENT TELEPHONE ASSIGNMENT ADDRESS FUNCTION SECTION DATE SHOPPED TIME SHOPPED TOTAL SCORE AVG RESHOP SOURCE RESHOP# RESHOP DATE Garage - 7th Street and Collins Avenue 2810 Source: WEB Comments: Patient - took time to answer questions. Friendly and professional. Contacted staff member: Nehyerra 2812 7th Street and Collins Avenue Julien 6/15/2018 6:38 PM 49 4.90 Source: WEB Comments: Courteous and willing to provide assistance. Friendly and professional. Contacted staff member: Julien 2989 7th Street and Collins Avenue Julian 6/21/2018 10:21 PM 49 4.90 Source: WEB Comments: Courteous and willing to provide assistance. Contacted staff member: Julian 2995 7th Street and Collins Avenue Boisena 6/22/2018 7:39 PM 50 5.00 Source: WEB Comments: Exceptional service. Contacted staff member: Boisena 2991 7th Street and Collins Avenue Julian 6/23/2018 10:43 PM 50 5.00 Source: WEB Comments: Courteous and willing to provide assistance. Contacted staff member: Julian 2994 7th Street and Collins Avenue Marto 6/26/2018 3:03 AM 50 5.00 Source: WEB Comments: Extremely knowledgeable and went out of his /her way to help. Friendly and professional. Contacted staff member: Marto 2996 7th Street and Collins Avenue Georgice 6/29/2018 6:53 PM 50 5.00 Source: WEB Comments: Courteous and willing to provide assistance. Contacted staff member: Georgice 2992 7th Street and Collins Avenue Jean 6/30/2018 11:09 AM 50 5.00 7th Street and Collins Avenue Nehyerra 6/14/2018 10:58 AM 48 4.80 Source: WEB Comments: Used initiative to assist and provide all information. Patient - took time to answer questions. Contacted staff member: Jean 2993 7th Street and Collins Avenue Marto 7/2/2018 2:40 AM 50 5.00 Source: WEB Comments: Exceptional service. Contacted staff member: Marto Number of Shopping Experiences by Method: 29 Avg Score Sum: 143.3 0 Number of Reshopping Experiences by Method: 0 Average: 4:94 Number of Division Shopping Experiences: 29 Avg Score Sum: 143.3 0 Number of Division Reshopping Experiences: 0 Average: 4.94 DEPARTMENT SUMMARY Avg Score Sum: 813.6 9 Total Number of Departmental Shopping Experiences: 166 Number of Departmental Reshopping Experiences: 1 Average: 4.90 CITY WIDE TOTALS: FY2018 Qtr3 Total Number of Departmental Shopping Experiences: 166 Avg Score Sum: 813.69 Number of Departmental Reshopping Experiences: 1 Average: 4.90 8/1/2018 11:17:36 AM Page 13 of 13