Loading...
LTC 585-2018 Garage Attendant and Security Index Results for FY 2017/18 Quarter 4 MIAMIBEACH OFFICE OF THE CITY MANAGER LTC # LETTER TO COMMISSION 585-2018 TO: Mayor Dan Gelber and Members of the City C• mission FROM: Jimmy L. Morales, City Manager DATE: October 31, 2018 r 1 •• SUBJECT: Garage Attendant and Security Ind,x Results for FY 2017/18 Quarter 4 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 4 (July 1, 2018 to September 30, 2018). Key Q3 Metrics: • Attendant Average Index Rating: 4.82 • Attendant Percent Improvement from Base Year: 12.35% • Security Average Index Rating: 4.92 • Security Percent Improvement from Prior Quarter: .41% 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 4 Overall, the City Garage Attendant Index in FY 2017/18 Quarter 4 was a 4.82 on a 5.0 scale. The scores remained stable from the prior quarter and improved from the prior FY same quarter score by 7.83% to 4.82. Areas of Focus in FY 2017/18 Quarter 4 • Greeted in a Courteous Manner- Employees are to greet the customer in a courteous manner including a salutation and welcoming attitude. In one instance, the employee did not greet the customer or assist in a friendly manner. Parking staff have reviewed the results of the assessments with the contractor for garage attendants and issued penalties per the agreement based on 287 assessments conducted in all garages with 1 or .35% scoring 3.99 or below resulting in a fine of $100. Citywide scores this quarter remained stable from the prior quarter. Additionally, a memorandum was issued to correct the identified deficiency. Summary of the Garage Security Index Results FY 2017/18 Quarter 4 Overall, the City Garage Security Index in FY 2017/18 Quarter 4 was a 4.92 on a 5.0 scale. The scores remained stable from the prior quarter by .41%. Areas of Focus in FY 2017/18 Quarter 4 • 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 change % change from % change from from base Quarter Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 prior Qtr prior FY Qtr year Qtr Garage Attendant MOW 4.59 4.28 4.47 4.5Y'4.79 4.89 4.82 7 77' Garage Security 4.64 4.74 4.90 4.92 MIAMI BEACH GARAGE ATTENDANT INDEX CITYWIDE SUMMARY BY GARAGE Q4 2018 ATTENDANT #Of Reshops #of Reshops Q4-2018 # Experiences for Scoring Below 4 Initial Below 4 Avg Score Experiences (S100 fine) Experiences ($100 additional below 4 fine) Garage- 12th Street and Drexel 4,84 27 0 0 0 Garage- 13th Street and Collins 4.85 22 0 0 0 Garage- 16th Street and Collins 4.66 18 0 0 0 Garage- 17th Street and Meridian Court 4.77 35 1 1 0 Garage- 17th Street and Pennsylvania r 4.78 35 0 0 0 Garage- 18th Street and Meridian4.79 35 0 0 0 Garage- 1900 Bay Rd 4.87 36 - 0 0 0 :Garage-42nd Street and Sheridan t. 4.77 24 0 0 0 Garage-5th Street and Mon Road i.- 4.93 26 0 0 0 Garage-7th Street and Collins Avenue 4.87 29 0 0 0 Garage Total 4.82 287 1 1 0 MIAMI BEACH GARAGE SECURITY INDEX CITYWIDE SUMMARY BY GARAGE Q4 2018 SECURITY #Of Res hops Q4-2018 # Experiences for #of Reshops Avg Score Initial Below 4 Experiences Scoring Below 4 Experiences below 4 Garage- 12th Street and Drexel 4.69 14 1 1 0 Garage- 13th Street and Collins 4.99 11 0 0 0 Garage- 16th Street and Collins 5.00 8 0 0 0 Garage-17th Street and Meridian Court 4.92 13 0 0 0 Garage-17th Street and Pennsylvania 4.99 10 0 0 0 [Garage- 18th Street and Meridian 5.00 14 0 0 0 Garage- 1900 Bay Rd 4.96 17 0 0 0 Garage-42nd Street and Sheridan 4.88 17 0 0 0 Garage-5th Street and Mon Road 4.80 1 0 0 0 Garage-7th Street and Collins Avenue 4.90 22 0 0 0 Garage Total 4.92 127 1 1 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 rj Dr. Leslie Rosenfeld, Chief Learning Development Officer - 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. M I AM I B E AC H Service Excellence Service Shopper Program Comprehensive Department Report FISCAL YEAR 2018 Qtr4 Garage Attendant Office of Organization Development Perfomance Initiatives 1700 Convention Center Drive Miami Beach, FL 33139 Telephone: (305) 673-7010 Fax: (305) 673-7782 10/30/2018 11:34:36 AM Page 1 of 20 MIAMI BEACH Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2018 Qtr4 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE PARKING - GARAGE ATTENDANT Garage - 12th Street and Drexel SHOPPING METHOD-In Person-Garage 2867 12th Street and Drexel Wilbert 7/2/2018 3:04 AM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Wilbert 1281 12 street&Drexel Raul 7/11/2018 3:28 PM 45 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Raul 1288 12th Street&Drexel Esteban 7/18/2018 11:29 AM 45 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Esteban 1470 12th Street&Drexel Giovanni 7/19/2018 6:57 AM 45 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Giovanni 1363 12 Street&Drexel Wilburn 7/20/2018 6:59 PM 50 5.00 Source:WEB Comments:Friendly and professional.Contacted staff member.Wilbum 1460 12th Street&Drexel Wilbur 7/22/2018 3:19 PM 50 5.00 Source:WEB Comments:Friendly and professional.Contacted staff member.Wilbur 1471 12th Street&Drexel Jonathan 7/28/2018 7:37 PM 45 5.00 Source:WEB Comments:Friendly and professional.Contacted staff member.Jonathan 3081 12th Street and Drexel Laura 8/2/2018 7:04 PM 44 4.89 Source:WEB Comments:Friendly and professional.Contacted staff member.Laura 3080 12th Street and Drexel John 8/5/2018 11:25 PM 40 4.00 Source:WEB Comments:Felt valued and appreciated.Greeting was on point,but there was no pleasantry and farewell at the end of the interaction.Contacted staff member:John 3085 12th Street and Drexel Esteban 8/6/2018 3:52 PM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Professional.Contacted staff member:Esteban 1812 12th Street and Drexel Wilburn 8/11/2018 10:56 PM 40 4.00 Source:WEB Comments:Felt valued and appreciated.Courteous and professional.Did not smile.Contacted staff member:Wilbum 3086 12th Street and Drexel Mackenson 8/12/2018 10:23 AM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Contacted staff member.Mackenson 3089 12th Street and Drexel Esteban 8/13/2018 11:20 AM 45 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Esteban 3082 12th Street and Drexel Dametra 8/14/2018 10:45 AM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.Professional.Contacted staff member Dametra 2861 12th Street and Drexel Lorey 8/16/2018 10:45 PM 45 5.00 Source:WEB Comments:Friendly and professional.Lorey was very nice and very well spoken.Answered all my questions and assisted with payment.Contacted staff member:Lorey 3084 12th Street and Drexel Wilbur 8/18/2018 3:43 PM 49 4.90 Source:WEB Comments:Friendly and professional.Did not have an ID visible.Contacted staff member:Wilbur 3083 12th Street and Drexel Gertrary 8/20/2018 10:52 PM 36 4.00 Source:WEB Comments:Patient-took time to answer questions.Gertruary did not greet me,but did answer all my questions afterwards. Contacted staff member Gertrary 10/30/2018 11:34:36 AM Page 2 of 20 M I AM I B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2018 Qtr4 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 12th Street and Drexel 2555 12th Street and Drexel Oscar 8/22/2018 3:57 PM 45 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member:Oscar 1210 12th Street&Drexel Jonathan 8/29/2018 3:21 AM 45 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Jonathan 2866 12th Street and Drexel Oscar 9/2/2018 7:19 PM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.Oscar was courteous,and answered all my questions.He did not greet me at the start of the interaction.Contacted staff member:Oscar 3087 12th Street and Drexel Melendy 9/3/2018 2:12 PM 50 5.00 Source:WEB Comments:Friendly and professional.Melendy smiled and seemed genuinely happy to help.Thanked me for using the Miami Beach garage system.Contacted staff member.Melendy 3088 12th Street and Drexel Giovanni 9/6/2018 3:23 AM 45 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Giovanni 1290 12th Street&Drexel Giovanni 9/7/2018 3:13 AM 45 5.00 Source:WEB Comments:Courteous and willing to provide assistance.Patient-took time to answer questions.Contacted staff member:Giovanni 1207 12th Street&Drexel Rechely 9/10/2018 10:05 PM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Rechely was very good at explaining the answer to the question I asked.Very knowledgeable.Contacted staff member:Rechely 1370 12th Street&Drexel Matias 9/12/2018 11:47 AM 45 5.00 Source:WEB Comments:Friendly and professional.Contacted staff member:Matias 2695 12th Street and Drexel Lauri 9/19/2018 10:38 PM 45 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Lauri 2556 12th Street and Drexel Wilburn 9/30/2018 6:02 PM 40 4.00 Source:WEB Comments:Felt valued and appreciated.Wilburn greeted well.He was attentive and very helpful,but did not smile.Contacted staff member:Wilburn Number of Shopping Experiences by Method: 27 Avg Score Sum: 130.7 9 Number of Reshopping Experiences by Method: 0 Average: 4.84 Number of Division Shopping Experiences: 27 Avg Score Sum: 130.7 9 Number of Division Reshopping Experiences: 0 Average: 4.84 Garage - 13th Street and Collins SHOPPING METHOD-In Person-Garage 2885 13th Street and Collins Avenue Jonathan 7/2/2018 3:29 AM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Patient-took time to answer questions.Contacted staff member: Jonathan 1213 13th Street and Collins Avenue Angel 7/11/2018 3:29 PM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Angel 1378 13th Street and Collins Avenue Esteban 7/18/2018 11:30 AM 45 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Esteban 1361 13th Street and Collins Giovanni 7/19/2018 7:26 AM 45 5.00 Source:Web Comments:Exceptional service.Patient-took time to answer questions.Contacted staff member:Giovanni 10130/2018 11:34:37 AM Page 3 of 20 MIAMI BEACH Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2018 Qtr4 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 13th Street and Collins 1462 13th Street and Collins Avenue Nahome 7/20/2018 6:39 PM 50 5.00 Source:WEB Comments:Exceptional service.Nahome showed great enthusiasm.Smiled throughout the entire interaction.Contacted staff member:Nahome 1589 13th Street and Collins Michaelson 7/21/2018 11:11 AM 40 4.00 Source:WEB Comments:Patient-took time to answer questions.Michaelson greeted well.Answered my question about special events.Did not smile.Contacted staff member:Michaelson 3093 13th Street and Collins Esteban 7/22/2018 3:46 PM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Contacted staff member:Esteban 3090 13th Street and Collins Ronald 7/24/2018 7:46 PM 50 5.00 Source:WEB Comments:Friendly and professional.Contacted staff member:Ronald 3091 13th Street and Collins Jorge 7/26/2018 11:16 PM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Jorge was very professional.Provided a great deal of information and was very helpful.Contacted staff member:Jorge 1385 13th Street and Collins Avenue Jonathan 7/28/2018 7:59 PM 45 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member.Jonathan 3095 13th Street and Collins Karina 7/29/2018 3:45 AM 50 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member:Karina 3092 13th Street and Collins Denise 8/2/2018 7:34 PM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Contacted staff member:Denise 3097 13th Street and Collins Marita 8/13/2018 11:58 AM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Marita 3094 13th Street and Collins Ronald 8/14/2018 10:19 AM 48 4.80 Source:WEB Comments:Professional.No greeting.Not welcoming when you ask more than one question.Very straight forward.Contacted staff member:Ronald 1637 13th Street and Collins Jonathan 8/29/2018 3:52 AM 45 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Jonathan 2558 13th Street and Collins Angelique 8/31/2018 11:29 AM 50 5.00 Source:WEB Comments:Exceptional service.Above and beyond expectations.Contacted staff member:Angelique 2520 13th Street and Collins Esteban 9/3/2018 2:47 PM 45 5.00 Source:WEB Comments:Friendly and professional.Esteban was very helpful,and ver informative.Contacted staff member:Esteban 2521 13th Street and Collins Giovanni 9/6/2018 3:46 AM 45 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Giovanni 2524 13th Street and Collins Giovanni 9/7/2018 3:38 AM 45 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:Giovanni 3096 13th Street and Collins Mike 9/10/2018 10:45 PM 40 4.00 Source:WEB Comments:Felt valued and appreciated.Mike was attentive,and very prompt.He was thorough with his responses but did not smile.Contacted staff member:Mike 3098 13th Street and Collins Angel 9/19/2018 11:31 PM 50 5.00 Source:WEB Comments:Exceptional service.Friendly and professional.Used initiative to assist and provide all information.Contacted staff member:Angel 2523 13th Street and Collins Esteban 9/30/2018 6:33 PM 36 4.00 Source:WEB Comments:Felt valued and appreciated.Esteban greeted and answered my question,but was a bit blunt with his responses.No pleasantry at the end of the interaction.Contacted staff member:Esteban 10/30/2018 11:34:37 AM Page 4 of 20 • M I AM I B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2018 Qtr4 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 13th Street and Collins Number of Shopping Experiences by Method: 22 Avg Score Sum: 106.8 0 Number of Reshopping Experiences by Method: 0 Average: 4.85 Number of Division Shopping Experiences: 22 Avg Score Sum: 106.8 0 Number of Division Reshopping Experiences: 0 Average: 4.85 Garage - 16th Street and Collins SHOPPING METHOD-In Person-Garage 2705 16th Street and Collins Jonathan 7/2/2018 3:56 AM 45 5.00 Source:WEB Comments:Friendly and professional.Courteous and willing to provide assistance.Patient-took time to answer questions. Contacted staff member:Jonathan 2892 16th Street and Collins Gina 7/5/2018 10:52 PM 36 4.00 Source:WEB Comments:Felt valued and appreciated.Provided proper greeting.Did not smile much.Contacted staff member:Gina 1344 16th Street and Collins Jonathan 7/19/2018 7:45 AM 50 5.00 Source:WEB Comments:Courteous and willing to provide assistance.Used initiative to assist and provide all information.Contacted staff member:Jonathan 1218 16th Street and Collins Angelique 7/19/2018 7:47 AM 50 5.00 Source:WEB Comments:Exceptional service.Extremely knowledgeable and went out of his/her way to help.Contacted staff member:Angelique 1346 16th Street and Collins Ronald 7/20/2018 6:17 PM 50 5.00 Source:WEB Comments:Exceptional service.Ronald was very professional.Assisted from start to finish.Thanked me for using Miami Beach public garages.Contacted staff member:Ronald 1481 16th Street and Collins Erick 7/21/2018 10:48 AM 40 4.00 Source:WEB Comments:Used initiative to assist and provide all information.Erick greeted well,and answered all my questions.Did not smile much.Contacted staff member:Erick 3102 16th Street and Collins Maria 7/24/2018 7:26 PM 45 5.00 Source:WEB Comments:Friendly and professional.Contacted staff member:Maria 1390 16th Street and Collins Iris 7/26/2018 10:55 PM 40 4.00 Source:WEB Comments:Felt valued and appreciated.Answered all my questions,but did not smile.Contacted staff member:Iris 3101 16th Street and Collins Denise 8/2/2018 8:04 PM 45 5.00 Source:WEB Comments:Felt valued and appreciated.Friendly and professional.Made sure I understood correctly.Contacted staff member: Denise 1480 16th Street and Collins Dametra/Enc 8/14/2018 9:49 AM 48 4.80 Source:WEB Comments:Patient-took time to answer questions.Dametra put me on hold while she contacted Eric,the manager.He did apologize for wait.Friendly and professional.Contacted staff member:Dametra/Eric 1394 16th Street and Collins Eric 8/31/2018 11:12 AM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Eric 1397 16th Street and Collins Eric 9/3/2018 2:31 PM 40 4.00 Source:WEB Comments:Felt valued and appreciated.Eric helped me out and answered my questions,but did not smile at all.Contacted staff member:Eric 2894 16th Street and Collins Giovanni 9/6/2018 4:08 AM 45 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Giovanni 1611 Giovanni 9/7/2018 3:55 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. Contacted staff member:Giovanni 10/30/2018 11:34:37 AM Page 5 of 20 MIAMI B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2018 Qtr4 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 16th Street and Collins 1849 Erick 9/10/2018 10:26 PM 40 4.00 Source:WEB Comments:Felt valued and appreciated.Erick was very courteous and to the point.Contacted staff member:Erick 2899 16th Street and Collins Laurie 9/19/2018 11:52 PM 45 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Laurie 3107 16th Street and Collins Dorah 9/21/2018 2:32 PM 50 5.00 Source:WEB Comments:Exceptional service.Above and beyond expectations.Contacted staff member:Dorah 2893 16th Street and Collins Esteban 9/30/2018 6:18 PM 36 4.00 Source:WEB Comments:Felt valued and appreciated.Esteban greeted and promptly answered my questions.Did not provide a farewell. Contacted staff member:Esteban Number of Shopping Experiences by Method: 18 Avg Score Sum: 83.80 Number of Reshopping Experiences by Method: 0 Average: 4.66 Number of Division Shopping Experiences: 18 Avg Score Sum: 83.80 Number of Division Reshopping Experiences: 0 Average: 4.66 Garage - 17th Street and Meridian Court SHOPPING METHOD-In Person-Garage 2909 17th Street and Meridian Court Maria 7/2/2018 12:40 AM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Maria 2902 17th Street and Meridian Court Raul 7/5/2018 9:32 PM 40 4.00 Source:WEB Comments:Felt valued and appreciated.Raul was very professional.Provided answers and solutions.Did not smile much. Contacted staff member:Raul 1422 17th Street and Meridian Court Jose 7/11/2018 12:24 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:Jose 1424 17th Street and Meridian Court Maria 7/18/2018 8:53 AM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Maria 1489 17th Street and Meridian Court Jason 7/19/2018 4:44 AM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Jason 3108 17th Street and Meridian Court Solec 7/20/2018 4:36 PM 40 4.00 Source:WEB Comments:Felt valued and appreciated.Solec was on the phone.She instantly answered all questions and seemed interested in helping me,but did not smile.Contacted staff member:Solec 3109 17th Street and Meridian Court Darla 7/21/2018 8:36 AM 45 5.00 Source:WEB Comments:Felt valued and appreciated.Provided a proper greeting.Explained the payment procedure.Contacted staff member: Dana 1645 17th street and Meridian Court Esteban 7/22/2018 12:22 PM 44 4.89 Source:WEB Comments:Patient-took time to answer questions.Professional.Contacted staff member:Esteban 1851 17th Street and Meridian Court Ida 7/24/2018 4:51 PM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Contacted staff member:Ida 1814 17th Street and Meridian Court Raul 7/26/2018 8:34 PM 50 5.00 Source:WEB Comments:Felt valued and appreciated.Raul was very attentive.Answered all my questions and asked if there was anything else he could help me with.Contacted staff member:Raul 1404 17th Street and Meridian Court Marie 7/28/2018 4:35 PM 50 5.00 Source:WEB Comments:Friendly and professional.Contacted staff member:Marie 10/30/2018 11:34:37 AM Page 6 of 20 MIAMI B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2018 Qtr4 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 17th Street and Meridian Court 1312 17th Street and Meridian Court Raul 7/28/2018 4:55 PM 45 5.00 Source:WEB Comments:Professional.Patient-took time to answer questions.Contacted staff member:Raul 3126 17th Street and Meridian Court Denise 8/3/2018 5:58 PM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Professional.Contacted staff member:Denise 3113 17th Street and Meridian Court John 8/5/2018 8:47 PM 36 4.00 Source:WEB Comments:Felt valued and appreciated.He was prompt to answer my questions.Contacted staff member:John 3115 17th Street and Meridian Court Ida 8/6/2018 12:29 PM 45 5.00 Source:WEB Comments:Courteous and willing to provide assistance.Contacted staff member:Ida 3127 17th Street and Meridian Court Maria 8/11/2018 8:16 PM 40 4.00 Source:WEB Comments:Friendly and professional.Maria greeted well and answered all my questions,but did not smile much.Contacted staff member:Maria 3114 17th Street and Meridian Court Idea 8/12/2018 8:49 AM 50 5.00 Source:WEB Comments:Above and beyond expectations.Contacted staff member:Idea 3148 17th Street and Meridian Court Esteban 8/13/2018 8:45 AM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Courteous and willing to provide assistance.Contacted staff member:Esteban 2733 17th Street and Meridian Court Maria 8/16/2018 8:46 PM 40 4.00 Source:WEB Comments:Felt valued and appreciated.Maria greeted well described answer to question correctly and also gave great farewell but did not smile.Contacted staff member:Maria 2734 17th Street and Meridian Court Raul 8/18/2018 12:25 PM 44 4.89 Source:WEB Comments:Patient-took time to answer questions.Someone else was assisting him in answering my questions.Contacted staff member:Raul 1808 17th Street and Meridian Court Danisa 8/20/2018 8:56 PM 36 4.00 Source:WEB Comments:Felt valued and appreciated.Danisa was very prompt in answering all my questions.Very knowledgeable.Contacted staff member:Danisa 3146 17th Street and Meridian Court Oscar 8/22/2018 12:30 PM 33 3.67 Source:WEB Comments:Professional.Not welcoming or friendly tone.No greeting.Contacted staff member:Oscar 2830 17th Street and Meridian Court Giovanni 45 5.00 3146 1 8/24/2018 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Contacted staff member:Giovanni 3195 17th Street and Meridian Court Dametra 8/27/2018 5:01 PM 45 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member.Dametra 3149 17th Street and Meridian Court Pierre 8/29/2018 12:25 AM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Pierre 3193 17th Street and Meridian Court Denitra 8/31/2018 8:33 AM 50 5.00 Source:WEB Comments:Above and beyond expectations.Contacted staff member:Denitra 3194 17th Street and Meridian Court Maria 9/2/2018 12:39 AM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Maria 3212 17th Street and Meridian Court Denise 9/7/2018 9:45 PM 45 5.00 Source:WEB Comments:Friendly and professional.Extremely knowledgeable and went out of his/her way to help.Contacted staff member: Denise 3226 17th Street and Meridian Court Maria 9/9/2018 8:59 PM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.Maria was very attentive.Assisted with my transaction.Genuine pleasantry. Thanked me for using Miami Beach garage system Very professional.Contacted staff member:Maria 10/30/2018 11:34:37 AM Page 7 of 20 MIAMI B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2018 Qtr4 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 17th Street and Meridian Court 3225 17th Street and Meridian Court Luz 9/10/2018 8:18 PM 50 5.00 Source:WEB Comments:Felt valued and appreciated.Luz was assisting other customers and at the same time acknowledged me.She would interact with all at the same time.Smiled the entire time.Contacted staff member:Luz 3214 17th Street and Meridian Court Jonathan 9/12/2018 8:30 AM 43 4.78 Source:WEB Comments:No greeting.Patient-took time to answer questions.Contacted staff member:Jonathan 3219 17th Street and Meridian Court Maria 9/19/2018 8:21 PM 50 5.00 Source:WEB Comments:Exceptional service.Friendly and professional.Contacted staff member:Maria 3217 17th Street and Meridian Court Maria 9/22/2018 12:44 AM 50 5.00 Source:WEB Comments:Exceptional service.Patient-took time to answer questions.Contacted staff member:Maria 3211 17th Street and Meridian Court Melissa 9/25/2018 9:04 AM 48 4.80 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member:Melissa 3213 17th Street and Meridian Court Maria 9/30/2018 4:37 PM 50 5.00 Source:WEB Comments:Exceptional service.Maria welcomed with a smile.Offered assistance without being asked.Provided excellent customer service and thanked me for using Miami Beach garage system.Very professional experience.Contacted staff member:Maria Number of Shopping Experiences by Method: 35 Avg Score Sum: 167.0 2 Number of Reshopping Experiences by Method: 1 Average: 4.77 Number of Division Shopping Experiences: 35 Avg Score Sum: 167.0 2 Number of Division Reshopping Experiences: 1 Average: 4.77 Garage - 17th Street and Pennsylvania SHOPPING METHOD-In Person-Garage 2930 17th Street and Pennsylvania Jonathan 7/2/2018 1:03 AM 45 5.00 Ave Source:WEB Comments:Courteous and willing to provide assistance.Patient-took time to answer questions.Contacted staff member:Jonathan 2925 17th Street and Pennsylvania Denise 7/5/2018 9:47 PM 45 5.00 Ave Source:WEB Comments:Friendly and professional.Denise was very polite and addressed all questions.Went out of her way to help.Contacted staff member:Denise 1315 17th Street and Pennsylvania Tony 7/18/2018 8:53 AM 48 4.80 Ave Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Did not know answer but was able to get the answer for me.Contacted staff member:Tony 1401 17th Street and Pennsylvania Giovanni 7/19/2018 5:04 AM 50 5.00 Ave Source:WEB Comments:Exceptional service.Contacted staff member:Giovanni 1236 17th Street and Pennsylvania Jenine 7/20/2018 5:04 PM 45 5.00 Ave Source:WEB Comments:Patient-took time to answer questions.Jenine was very nice and polite.Answered all my questions.Contacted staff member:Jenine 1444 17th Street and Pennsylvania Luz 7/21/2018 8:53 AM 40 4.00 Ave Source:WEB Comments:Patient-took time to answer questions.Luz approached from behind and immediately offered to help.Provided answers to everything I asked,but did not smile.Contacted staff member:Luz 1445 17th Street and Pennsylvania Raul 7/22/2018 12:41 PM 45 5.00 Ave Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Assisted at the ticket booth since it wasn't working. Professional.Contacted staff member:Raul 1838 17th Street and Pennsylvania Demitra 7/24/2018 5:14 PM 45 5.00 Source:WEB Comments:Friendly and professional.Contacted staff member:Demitra 10/30/2018 11:34:38 AM Page 8 of 20 MIAMI B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2018 Qtr4 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 17th Street and Pennsylvania 1325 17th Street and Pennsylvania Gloria 7/26/2018 9:12 PM 45 5.00 Ave Source:WEB Comments:Friendly and professional.Gloria with a very enthusiastic attitude was happy to help since the very start she offered various solutions to my problem and even made sure that I was completely satisfied very professional.Contacted staff member: Gloria 1580 17th Street and Pennsylvania Jonathan 7/29/2018 12:58 AM 45 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Jonathan 3118 17th Street and Pennsylvania Maria 8/3/2018 6:00 PM 45 5.00 Ave Source:WEB Comments:Patient-took time to answer questions.Whomever answered first did not understand me and Maria politely took over. Friendly and professional. Contacted staff member:Maria 3116 17th Street and Pennsylvania Chelsey 8/5/2018 9:17 PM 40 4.00 Ave Source:WEB Comments:Friendly and professional.Chelsey was very friendly.Contacted staff member:Chelsey 3120 17th Street and Pennsylvania Esteban 8/6/2018 12:49 PM 45 5.00 Ave Source:WEB Comments:Used initiative to assist and provide all information.Extremely knowledgeable and went out of his/her way to help. Contacted staff member:Esteban 3117 17th Street and Pennsylvania Susan 8/11/2018 8:35 PM 50 5.00 Ave Source:WEB Comments:Courteous and willing to provide assistance.Susan was very helpful,and professional.Showed genuine pleasantry. Contacted staff member:Susan 3119 17th Street and Pennsylvania Esteban 8/12/2018 11:42 AM 45 5.00 Ave Source:WEB Comments:Exceptional service.Very courteous.Contacted staff member:Esteban 3144 17th Street and Pennsylvania Jorge 8/13/2018 8:47 AM 50 5.00 Ave Source:WEB Comments:Exceptional service.Very friendly and professional.Contacted staff member:Jorge 3145 17th Street and Pennsylvania Dametra 8/14/2018 8:53 AM 45 5.00 Ave Source:WEB Comments:Patient-took time to answer questions.Contacted staff member:Dametra 3142 17th Street and Pennsylvania Denise 8/16/2018 9:06 PM 36 4.00 Ave Source:WEB Comments:Patient-took time to answer questions.Denise greeted me when I approached.She answered all my questions and gave a good farewell.She spoke very low.Contacted staff member:Denise 3192 17th Street and Pennsylvania Raul 8/18/2018 1:17 PM 44 4.89 Source:WEB Comments:Patient-took time to answer questions.Did not greet.Contacted staff member:Raul 3191 17th Street and Pennsylvania Bertrude 8/20/2018 9:22 PM 36 4.00 Source:WEB Comments:Felt valued and appreciated.Greeted properly.Spoke a little bit too fast.Contacted staff member:Bertrude 3186 17th Street and Pennsylvania Maria 8/22/2018 12:58 PM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Contacted staff member:Maria 3185 17th Street and Pennsylvania Giovanni 8/24/2018 6:42 AM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Contacted staff member:Giovanni 3143 17th Street and Pennsylvania Danetra 8/27/2018 5:29 PM 44 4.89 Ave Source:WEB Comments:professional.No greeting.Contacted staff member:Danetra 3187 17th Street and Pennsylvania Jonathan 8/29/2018 12:45 AM 45 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Jonathan 3189 17th Street and Pennsylvania Tylon 9/2/2018 12:21 AM 50 5.00 Source:WEB Comments:Exceptional service.Used initiative to assist and provide all information.Contacted staff member:Tylon 10/30/2018 11:34:38 AM Page 9 of 20 • MIAMI B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2018 Qtr4 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 17th Street and Pennsylvania 3188 17th Street and Pennsylvania Oscar 9/2/2018 5:50 PM 40 4.00 Source:WEB Comments:Felt valued and appreciated.Oscar answered my question and explained the process very thoroughly.Hoever,he did not greet me at first.Contacted staff member:Oscar 3190 17th Street and Pennsylvania Swolen 9/3/2018 1:06 PM 40 4.00 Source:WEB Comments:Patient-took time to answer question.Swolen immediately responded to my request.Did not smile.Contacted staff member:Swolen 3203 17th Street and Pennsylvania Lori 9/7/2018 9:44 PM 45 5.00 Ave Source:WEB Comments:Patient-took time to answer questions..Friendly and professional.Contacted staff member:Lori 3210 17th Street and Pennsylvania Rich 9/9/2018 9:31 PM 50 5.00 Ave Source:WEB Comments:Friendly and professional.Rich was assisting various costumers at the same time including myself.Very good at multi tasking and providing customer service to all.Good at explaining and understanding the needs of the customers. Contacted staff member:Rich 3209 17th Street and Pennsylvania Demetra 9/10/2018 8:37 PM 36 4.00 Ave Source:WEB Comments:Felt valued and appreciated.Although she did not greet.Demetra was very helpful and answered all of my questions. Contacted staff member:Demetra 3198 17th Street and Pennsylvania Esteban 9/12/2018 8:53 AM 43 4.78 Ave Source:WEB Comments:Did not greet,but was friendly and professional.Contacted staff member:Esteban 3199 17th Street and Pennsylvania Lauri 9/19/2018 9:09 PM 45 5.00 Ave Source:WEB Comments:Exceptional service.Contacted staff member:Lauri 3208 17th Street and Pennsylvania Oscar 9/21/2018 12:48 PM 45 5.00 Ave Source:WEB Comments:Exceptional service.Contacted staff member:Oscar 3196 17th Street and Pennsylvania Tylon 9/22/2018 12:19 AM 50 5.00 Ave Source:WEB Comments:Exceptional service.Friendly and professional.Contacted staff member:Tylon 3205 17th Street and Pennsylvania Jonathan 9/25/2018 9:05 AM 45 5.00 Ave Source:WEB Comments:Exceptional service.Contacted staff member:Jonathan Number of Shopping Experiences by Method: 35 Avg Score Sum: 167.3 6 Number of Reshopping Experiences by Method: 0 Average: 4.78 Number of Division Shopping Experiences: 35 Avg Score Sum: 167.3 6 Number of Division Reshopping Experiences: 0 Average: 4.78 Garage - 18th Street and Meridian SHOPPING METHOD-In Person-Garage 2941 18th Street and Meridian Ave Jonathan 7/2/2018 1:04 AM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Jonathan 1438 18th Street and Meridian Ave Raul 7/11/2018 1:09 PM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Raul 1441 18th Street and Meridian Ave Esteban 7/18/2018 9:14 AM 49 4.90 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Patient-took time to answer questions.Contacted staff member:Esteban 1228 18th Street and Meridian Ave Giovanni 7/19/2018 5:05 AM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.used initiative to assist and provide all information. Contacted staff member:Giovanni 10/30/2018 11:34:38 AM Page 10 of 20 MIAMI BEACH Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2018 Qtr4 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP i TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 18th Street and Meridian 1517 18 Street and Meridian Gloria 7/20/2018 5:23 PM 45 5.00 Source:WEB Comments:Friendly and professional.Gloria was very thorough.Provided a step by step to help with my concern.Contacted staff member:Gloria 1439 18th Street and Meridian Ave Maria 7/21/2018 9:01 AM 45 5.00 Source:WEB Comments:Friendly and professional.Assisted with the payment procedure.Contacted staff member:Maria 1842 18th Street and Meridian Maria 7/22/2018 1:04 PM 45 5.00 Source:WEB Comments:Friendly and professional.Contacted staff member:Maria 1618 18th Street and Meridian Ave Reshirley 7/24/2018 5:43 PM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Contacted staff member:Reshirley 1274 18th Street and Meridian Ave Demeetra 7/26/2018 9:21 PM 40 4.00 Source:WEB Comments:Used initiative to assist and provide all information.Demeetra provided an immediate response to my problem.Greeted well.Was very blunt when answering my question,did provide an explanation.Contacted staff member:Demeetra 1827 18th Street and Meridian Denise 7/28/2018 5:17 PM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Contacted staff member:Denise 1229 18th Street and Meridian Ave Jackie 7/29/2018 1:20 AM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Jackie 3123 18th Street and Meridian Ave Denitra 8!3/2018 6:04 PM 45 5.00 Source:WEB Comments:Friendly and professional.Contacted staff member:Denitra 3121 18th Street and Meridian Ave Jonathan 8/5/2018 9:39 PM 50 5.00 Source:WEB Comments:Exceptional service.Jonathan was extremely professional.Answered my question,and then helped me with the transaction since the machine kept giving an error.Contacted staff member:Jonathan 3124 18th Street and Meridian Ave Ida 8/6/2018 1:45 PM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Contacted staff member:Ida 3122 18th Street and Meridian Ave Dimitri . 8/11/2018 8:56 PM 36 4.00 Source:WEB Comments:Patient-took time to answer questions.Pleasant to deal with.Very professional.Contacted staff member:Dimitri 3125 18th Street and Meridian Ave Esteban 8/12/2018 11:32 AM 45 5.00 Source:WEB Comments:Above and beyond expectations.Contacted staff member:Esteban 3151 18th Street and Meridian Ave Esteban 8/13/2018 9:10 AM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Friendly and professional.Contacted staff member:Esteban 3152 18th Street and Meridian Ave Dametra 8/14/2018 9:16 AM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Professional.Contacted staff member:Dametra 3150 18th Street and Meridian Ave Denise 8/16/2018 9:24 PM 40 4.00 Source:WEB Comments:Patient-took time to answer questions.Denise provided a good greeting and a good farewell as well,but you can barely hear her.Contacted staff member:Denise 3153 18th Street and Meridian Ave Reshirley 8/18/2018 1:18 PM 44 4.89 Source:WEB Comments:Patient-took time to answer questions.Contacted staff member:Reshirley 3176 18th Street and Meridian Wifrily 8/20/2018 9:40 PM 36 4.00 Source:WEB Comments:Felt valued and appreciated.Wifrily provided answers very promptly.However,he did not greet at the beginning of the interaction.Contacted staff member:Wifrily 3170 18th Street and Meridian Oscar 8/22/2018 1:29 PM 43 4.78 Source:WEB Comments:Patient-took time to answer questions.Someone was helping him.Hard to hear-intercom not loud and construction. Contacted staff member:Oscar 10/30/2018 11:34:38 AM Page 11 of 20 M I AM I B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2018 Qtr4 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 18th Street and Meridian 3174 18th Street and Meridian Maria 8/27/2018 5:49 PM 45 5.00 Source:WEB Comments:Friendly and professional.Contacted staff member.Maria 3175 18th Street and Meridian Jonathan 8/29/2018 1:05 AM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Friendly and professional.Contacted staff member:Jonathan 3172 18th Street and Meridian Jackie 9/2/2018 1:04 AM 50 5.00 Source:WEB Comments:Exceptional service.Friendly and professional.Contacted staff member.Jackie 3171 18th Street and Meridian Denise 9/2/2018 6:08 PM 36 4.00 Source:WEB Comments:Patient-took time to answer questions.Although she did not greet,Denise was very helpful.She explained her answers and offered options to solve my issue.Contacted staff member:Denise 3173 18th Street and Meridian Giovanni 9/6/2018 1:02 AM 50 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member:Giovanni 3233 18th Street and Meridian Denise 9/7/2018 9:31 PM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Professional.Polite.Contacted staff member:Denise 3227 18th Street and Meridian Denise 9/7/2018 9:39 PM 45 5.00 Source:WEB Comments:Polite.Friendly and professional.Patient-took time to answer questions.Contacted staff member:Denise 3234 18th Street and Meridian Lory 9/9/2018 9:51 PM 36 4.00 Source:WEB Comments:Felt valued and appreciated.Lory answered my question and also provided explanation but did not greet.Contacted staff member:Lory 3232 18th Street and Meridian Demeetra 9/10/2018 8:56 PM 40 4.00 Source:WEB Comments:Felt valued and appreciated.Demetra greeted well.Answered question,explained procedure,but did not smile. Contacted staff member:Demeetra 3231 18th Street and Meridian Esteban 9/12/2018 9:29 AM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Professional.Contacted staff member Esteban 3229 18th Street and Meridian Lauri 9/19/2018 9:09 PM 50 5.00 Source:WEB Comments:Exceptional service.Used initiative to assist and provide all information.Contacted staff member:Lauri 3230 18th Street and Meridian Jackie 9/22/2018 1:02 AM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Used initiative to assist and provide all information. Friendly and professional.Contacted staff member:Jackie 3228 18th Street and Meridian Jonathan 9/25/2018 9:06 AM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Jonathan Number of Shopping Experiences by Method: 35 Avg Score Sum: 167.5 7 Number of Reshopping Experiences by Method: 0 Average: 4.79 Number of Division Shopping Experiences: 35 Avg Score Sum: 167.5 7 Number of Division Reshopping Experiences: 0 Average: 4.79 Garage - 1900 Bay Rd SHOPPING METHOD-In Person-Garage 2957 1900 Bay Rd Shay 7/2/2018 1:54 AM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Used initiative to assist and provide all information. Contacted staff member:Shay 10/30/2018 11:34:39 AM Page 12 of 20 MIAMI BEACH Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2018 Qtr4 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 1900 Bay Rd 2961 1900 Bay Rd Saray 7/5/2018 10:26 PM 45 5.00 Source:WEB Comments:Exceptional service.Went out of her way to help.The machine was not accepting my cash so she exchanged it for me. Contacted staff member:Saray 1433 1900 Bay Rd Jasen 7/11/2018 2:03 PM 50 5.00 Source:WEB Comments:Friendly and professional.Above and beyond expectations.Contacted staff member:Jasen 1512 1900 Bay Rd Shay 7/18/2018 10:11 AM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Shay 1511 1900 Bay Rd Giovanni 7/19/2018 5:42 AM 45 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Giovanni 1349 1900 Bay Rd Jennifer 7/20/2018 5:46 PM 50 5.00 Source:WEB Comments:Exceptional service,from beginning to end.Courteous and polite.Genuine sincerity in wanting to help.Contacted staff member:Jennifer 1338 1900 Bay Rd Karina 7/21/2018 10:27 AM 50 5.00 Source:WEB Comments:Exceptional service.Very cheerful.Provided answers to all my questions.Contacted staff member:Karina 1571 1900 Bay Rd Esteban 7/22/2018 2:00 PM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Professional.Contacted staff member.Esteban 1332 1900 Bay Rd Saray 7/26/2018 10:29 PM 50 5.00 Source:WEB Comments:Exceptional service.Very polite.Helped me with transaction and answered all my questions.Was very prompt in acknowledging me.Contacted staff member:Saray 1241 1900 Bay Rd Raul 7/28/2018 6:30 PM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Contacted staff member:Raul 1573 1900 Bay Rd Jackie 7/29/2018 2:22 AM 50 5.00 Source:WEB Comments:Above and beyond expectations.Extremely knowledgeable and went out of his/her way to help.Contacted staff member:Jackie 3128 1900 Bay Rd Solet 8/5/2018 10:58 PM 40 4.00 Source:WEB Comments:Felt valued and appreciated.Solet greeted well,and provided answers to my questions.Did not smile much.Contacted staff member:Solet 3129 1900 Bay Rd Steve 8/6/2018 2:37 PM 50 5.00 Source:WEB Comments:Friendly and professional.Contacted staff member:Steve 3130 1900 Bay Rd Jennifer 8/11/2018 10:22 PM 50 5.00 Source:WEB Comments:Exceptional service.Jennifer seemed to be a bit overwhelmed with all her tasks,but regardless,she was able to help me and answer all my questions.She also helped me complete my transaction.Contacted staff member:Jennifer 3132 1900 Bay Rd Denise 8/12/2018 9:30 AM 50 5.00 Source:WEB Comments:Above and beyond expectations.Contacted staff member:Denise 3131 1900 Bay Rd Esteban 8/13/2018 10:16 AM 45 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Esteban 3133 1900 Bay Rd Ida 8/14/2018 12:14 PM 45 5.00 Source:WEB Comments:Friendly and professional.Contacted staff member:Ida 2963 1900 Bay Rd Bianca 8/16/2018 10:14 PM 50 5.00 Source:WEB Comments:Exceptional service.Bianca approached me to help me out,and did not stop smiling throughout.Very genuine.Very patient and answered all my questions.Contacted staff member:Bianca 2964 1900 Bay Rd Reshirley 8/18/2018 2:23 PM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Professional.Contacted staff member:Reshirley 10/30/2018 11:34:39 AM Page 13 of 20 • M I AM I B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2018 Qtr4 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 1900 Bay Rd 3184 1900 Bay Rd Michaelson 8/20/2018 10:25 PM 40 4.00 Source:WEB Comments:Patient-took time to answer questions.Michaelson provided great customer service.Assisted through the entire process but did not smile. Contacted staff member:Michaelson 3179 1900 Bay Rd Oscar 8/22/2018 2:33 PM 44 4.89 Source:WEB Comments:Patient-took time to answer questions.No pleasantry.Contacted staff member:Oscar 3182 1900 Bay Rd Giovanni 8/24/2018 6:40 AM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Contacted staff member:Giovanni 3178 1900 Bay Rd Reshirley 8/27/2018 7:06 PM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Speaked too low;it was hard to hear.Contacted staff member:Reshirley 3181 1900 Bay Rd Jonathan 8/29/2018 1:52 AM 45 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Jonathan 3180 1900 Bay Rd Denitra 8/31/2018 9:34 AM 50 5.00 Source:WEB Comments:Above and beyond expectations.Contacted staff member:Denitra 3177 1900 Bay Rd Denitra 8/31/2018 11:14 AM 45 5.00 Source:WEB Comments:Exceptional service.Courteous and willing to provide assistance.Contacted staff member:Denitra 3183 1900 Bay Rd Jonathan 9/2/2018 1:53 AM 45 5.00 Source:WEB Comments:Exceptional service.Used initiative to assist and provide all information.Contacted staff member:Jonathan 3241 1900 Bay Rd Franchesca 9/9/2018 10:35 PM 28 2.80 Source:WEB Comments:Franchesca was on her phone prior to being acknowledged.She was also cheweing gum and when I asked about the garage she asked my why I was asking.Even hesitated in providing name.Contacted staff member:Franchesca 3235 1900 Bay Rd Maria 9/10/2018 9:40 PM 50 5.00 Source:WEB Comments:Exceptional service.Maria was as friendly as can be,smiling and very happy to help.She offered to assist even after transaction was done.Very professional.Contacted staff member:Maria 3238 1900 Bay Rd Esteban 9/12/2018 10:01 AM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.Professional.Contacted staff member:Esteban 3236 1900 Bay Rd Esteban 9/12/2018 10:36 AM 44 4.89 Source:WEB Comments:Patient-took time to answer questions.Professional.Very to the point.Contacted staff member:Esteban 3240 1900 Bay Rd Steve 9/19/2018 9:52 PM 50 5.00 Source:WEB Comments:Exceptional service.Extremely knowledgeable and went out of his/her way to help.Contacted staff member:Steve 8802 1900 Bay Rd Deborah 9/21/2018 1:38 PM 50 5.00 Source:WEB Comments:Exceptional service.Friendly and professional.Contacted staff member:Deborah 3237 1900 Bay Rd Jonathan 9/22/2018 1:52 AM 45 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Jonathan 3239 1900 Bay Rd Shay 9/25/2018 9:58 AM 49 4.90 Source:WEB Comments:Friendly and professional.No name tag.Contacted staff member:Shay 3242 1900 Bay Rd Rich 9/30/2018 5:36 PM 50 5.00 Source:WEB Comments:Friendly and professional.Esteban helped with the transaction and asnswered my question in regards to it.Very knowledgeable.Contacted staff member:Rich Number of Shopping Experiences by Method: 36 Avg Score Sum: 175.4 8 10/30/2018 11:34:39 AM Page 14 of 20 MIAMI B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2018 Qtr4 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 1900 Bay Rd Number of Reshopping Experiences by Method: 0 Average: 4.87 Number of Division Shopping Experiences: 36 Avg Score Sum: 175.4 8 Number of Division Reshopping Experiences: 0 Average: 4.87 Garage -42nd Street and Sheridan SHOPPING METHOD-In Person-Garage 2972 42nd Street and Sheridan Jonathan 7/2/2018 1:29 AM 45 5.00 Avenue Source:WEB Comments:Exceptional service.Contacted staff member:Jonathan 2975 42nd Street and Sheridan Lorey 7/5/2018 9:08 PM 45 5.00 Avenue Source:WEB Comments:Friendly and professional.Lorey was very professional.She was very thorough with her responses.Contacted staff member:Lorey 1351 42nd Street and Sheridan Raul 7/11/2018 1:36 PM 45 5.00 Avenue Source:WEB Comments:Exceptional service.Contacted staff member:Raul 1285 42nd Street and Sheridan Esteban 7/18/2018 9:50 AM 45 5.00 Avenue Source:WEB Comments:Exceptional service.Contacted staff member:Esteban 1224 42nd Street and Sheridan Maria 7/21/2018 10:06 AM 45 5.00 Avenue Source:WEB Comments:Patient-took time to answer questions.Maria was very patient with all my questions and answered them all.Contacted staff member:Maria 1250 42nd Street and Sheridan Esteban 7/22/2018 1:32 PM 45 5.00 Avenue Source:WEB Comments:Friendly and professional.Courteous and willing to provide assistance.Contacted staff member:Esteban 1376 42nd Street and Sheridan Denise 7/28/2018 5:53 PM 44 4.89 Source:WEB Comments:Patient-took time to answer questions.Professional.No pleasantry.Contacted staff member:Denise 1494 42nd Street and Sheridan Jonathan 7/29/2018 1:56 AM 50 5.00 Avenue Source:WEB Comments:Exceptional service.Contacted staff member:Jonathan 1819 42n Street and Sheridan Jomany 8/5/2018 10:36 PM 36 4.00 Source:WEB Comments:Felt valued and appreciated.Answered my questions,but there was no pleasantry at the end of the interaction. Contacted staff member:Jomany 1252 42nd Street and Sheridan Ida 8/6/2018 1:57 PM 44 4.89 Avenue Source:WEB Comments:Courteous and willing to provide assistance.She tried her best to work through some issues on the call box.Contacted staff member:Ida 1831 42nd Street and Sheridan Dimitri 8/11/2018 9:52 PM 36 4.00 Source:WEB Comments:Patient-took time to answer questions.Dimitri greeted well.Very professional.Was direct with his answers.Contacted staff member:Dimitri 1225 42nd Street and Sheridan Esteban 8/13/2018 9:36 AM 45 5.00 Avenue Source:WEB Comments:Exceptional service.Very friendly and professional.Contacted staff member:Esteban 1352 42nd Street and Sheridan Denise 8/16/2018 9:49 PM 36 4.00 Avenue Source:WEB Comments:Patient-took time to answer questions.Denise provided a proper greeting.Helped me with all my questions.When I asked for her name she lowered her voice and then continued speaking in a regular tone.Contacted staff member:Denise 2602 42nd Street and Sheridan Maria 8/18/2018 1:49 PM 45 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Patient-took time to answer questions.Contacted staff member:Maria 2603 42nd Street and Sheridan Wifrily 8/20/2018 10:02 PM 36 4.00 Source:WEB Comments:Felt valued and appreciated.Did not greet.Answered all questions promptly.Contacted staff member:Wifrily 10/30/2018 11:34:39 AM Page 15 of 20 MIAMI B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2018 Qtr4 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage -42nd Street and Sheridan 2605 42nd Street and Sheridan Maris 8/22/2018 1:59 PM 45 5.00 Source:WEB Comments:Friendly and professional.Contacted staff member:Maris 2606 42nd Street and Sheridan Reshirley 8/28/2018 10:10 AM 44 4.89 Source:WEB Comments:Patient-took time to answer questions.Professional.No pleasantry.Contacted staff member:Reshirley 3244 42nd Street and Sheridan Lory 9/9/2018 10:13 PM 40 4.00 Avenue Source:WEB Comments:Felt valued and appreciated.Lory answered my question and asked is she could be of any additional assistance.Did not greet nor farewell.Contacted staff member:Lory 3249 42nd Street and Sheridan Rechely 9/10/2018 9:18 PM 50 5.00 Avenue Source:WEB Comments:Friendly and professional.Rechely was very since the start.Very well spoken,great customer service.Contacted staff member:Rechely 3246 42nd Street and Sheridan Esteban 9/12/2018 10:06 AM 45 5.00 Avenue Source:WEB Comments:Patient-took time to answer questions.Professional.Contacted staff member:Esteban 3245 42nd Street and Sheridan Lauri 9/19/2018 9:10 PM 43 4.78 Avenue Source:WEB Comments:Friendly and professional.Said thank you but no pleasantry.Contacted staff member:Lauri 3247 42nd Street and Sheridan Jonathan 9/22/2018 1:27 AM 45 5.00 Avenue Source:WEB Comments:Used initiative to assist and provide all information.Patient-took time to answer questions.Contacted staff member: Jonathan 3248 42nd Street and Sheridan Jonathan 9/25/2018 9:35 AM 45 5.00 Avenue Source:WEB Comments:Used initiative to assist and provide all information.Extremely knowledgeable and went out of his/her way to help. Contacted staff member:Jonathan 3243 42nd Street and Sheridan Esteban 9/30/2018 5:04 PM 45 5.00 Avenue Source:WEB Comments:Friendly and professional.Esteban explained very well the payment procedure.Very customer service oriented.Knew great deal of information.Contacted staff member:Esteban Number of Shopping Experiences by Method: 24 Avg Score Sum: 114.4 4 Number of Reshopping Experiences by Method: 0 Average: 4.77 Number of Division Shopping Experiences: 24 Avg Score Sum: 114.4 4 Number of Division Reshopping Experiences: 0 Average: 4.77 Garage - 5th Street and Alton Road SHOPPING METHOD-In Person-Garage 1298 5th Street and Alton Road Betty 7/11/2018 2:39 PM 49 4.90 Source:WEB Comments:Felt valued and appreciated.Did not greet with a smile.Contacted staff member:Betty 1501 5th Street and Alton Road Betty 7/18/2018 10:38 AM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.Courteous and willing to provide assistance.Contacted staff member:Betty 3060 5th Street and Alton Road Jorge 7/19/2018 6:09 AM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Jorge 1634 5th Street and Alton Road Maris 7/22/2018 2:28 PM 45 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member:Maris 3059 5th Street and Alton Road Giovanni 7/28/2018 6:54 PM 50 5.00 Source:WEB Comments:Friendly and professional.Contacted staff member:Giovanni 10/30/2018 11:34:39 AM Page 16 of 20 M I AM I B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2018 Qtr4 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 5th Street and Alton Road 3068 5th Street and Alton Road Sam 7/29/2018 2:47 AM 48 4.80 Source:WEB Comments:did not have answer but provided alternate solution.Contacted staff member:Sam 3061 5th Street and Mon Road Denise 8/2/2018 6:03 PM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Contacted staff member:Denise 3062 5th Street and Alton Road Esteban 8/6/2018 3:04 PM 44 4.89 Source:WEB Comments:Patient-took time to answer questions.Professional.No genuine pleasantry.Contacted staff member:Esteban 3058 5th Street and Alton Road Betty 8/12/2018 8:59 AM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Betty 3063 5th Street and Alton Road Danetra 8/13/2018 10:36 AM 49 4.90 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member:Danetra 1291 5th Street and Alton Road Dametra 8/14/2018 11:32 AM 43 4.78 Source:WEB Comments:Did not have a welcoming attitude.I could not hear her had to ask again.Did not thank at the end of the interaction. Contacted staff member:Dametra 2842 5th Street and Alton Road Jonathan 8/20/2018 11:20 PM 36 4.00 Source:WEB Comments:Felt valued and appreciated.Jonathan gave his name after the second time I asked.Was very thorough at explaining his response to my question. Contacted staff member:Jonathan 3064 5th Street and Alton Road Esteban 8/22/2018 3:12 PM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Cheerful voice.Contacted staff member:Esteban 1860 5th Street and Alton Road Giovanni 8/24/2018 6:38 AM 45 5.00 Source:WEB Comments:Friendly and professional.Contacted staff member:Giovanni 2827 5th Street and Alton Road Reshirley 8/27/2018 7:37 PM 49 4.90 Source:WEB Comments:Patient-took time to answer questions.Professional.No pleasantry.Contacted staff member.Reshirley 2826 5th Street and Alton Road Jonathan 8/29/2018 2:25 AM 45 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:Jonathan 2829 5th Street and Alton Road Samuel 9/2/2018 2:32 AM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Extremely knowledgeable and went out of his/her way to help. Contacted staff member:Samuel 2038 Giovanni 9/6/2018 2:36 AM 45 5.00 Source:WEB Comments:Exceptional service.Courteous and willing to provide assistance.Contacted staff member:Giovanni 3066 5th Street and Alton Road Jonathan 9/6/2018 7:05 PM 50 5.00 Source:WEB Comments:Friendly and professional.Extremely knowledgeable and went out of his/her way to help.Contacted staff member: Jonathan 3067 5th Street and Afton Road Giovanni 9/7/2018 2:30 AM 45 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Giovanni 3065 5th Street and Afton Road Lisa 9/9/2018 8:42 PM 50 5.00 Source:WEB Comments:Friendly and professional.Lisa was enthusiastic,witty,and smiling from the very beginning to the very end.She went to provide assistance voluntarily even with me not asking.Amazing experience.Contacted staff member:Lisa 1235 5th Street and Alton Road Esteban 9/12/2018 11:02 AM 45 5.00 Source:WEB Comments:Friendly and professional.Contacted staff member:Esteban 10/30/2018 11:34:40 AM Page 17 of 20 MIAMI B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2018 Qtr4 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 5th Street and Alton Road 1937 5th Street and Alton Road Joe 9/19/2018 10:14 PM 50 5.00 Source:WEB Comments:Friendly and professional.Courteous and willing to provide assistance.Contacted staff member:Joe 2607 5th Street and Alton Road Samuel 9/22/2018 2:27 AM 50 5.00 Source:WEB Comments:Exceptional service.Courteous and willing to provide assistance.Contacted staff member:Samuel 1232 5th Street and Alton Road Lakeisha 9/25/2018 10:36 AM 50 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Courteous and willing to provide assistance. • Contacted staff member:Lakeisha 2037 Jonathan 9/30/2018 7:12 PM 50 5.00 Source:WEB Comments:Exceptional service.Jonathan did not stop smiling from beginning to end.Did everything for me while assisting multiple customers at the same time.Truly genuine performance.Contacted staff member:Jonathan Number of Shopping Experiences by Method: 26 Avg Score Sum: 128.1 7 Number of Reshopping Experiences by Method: 0 Average: 4.93 Number of Division Shopping Experiences: 26 Avg Score Sum: 128.1 7 Number of Division Reshopping Experiences: 0 Average: 4.93 Garage -7th Street and Collins Avenue SHOPPING METHOD-In Person-Garage 2851 7th Street and Collins Avenue Jonathan 7/2/2018 2:42 AM 45 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Jonathan 1205 7th Street and Collins Avenue Karina 7/11/2018 3:08 PM 50 5.00 (G1) Source:WEB Comments:Exceptional service.Contacted staff member:Karina 1453 7th Street and Collins Avenue Tony 7/18/2018 11:03 AM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Friendly and professional.Contacted staff member:Tony 3070 7th Street and Collins Avenue Giovanni 7/19/2018 6:36 AM 45 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Giovanni 1457 7th Street and Collins Avenue Saria 7/20/2018 7:23 PM 50 5.00 Source:WEB Comments:Exceptional service.Saria was very helpful.Very professional.Contacted staff member:Sarai 1834 7th Street and Collins Avenue Erick 7/21/2018 11:48 AM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.Erick was very patient and answered my questions.He seemed genuinely interested in providing assistance.Overall very good experience.Contacted staff member:Erick 3071 7th Street and Collins Avenue Maria 7/22/2018 2:59 PM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Professional.Contacted staff member:Maria 3072 7th Street and Collins Avenue Demetra 7/28/2018 7:19 PM 45 5.00 Source:WEB Comments:Friendly and professional.Contacted staff member:Demetra 3069 7th Street and Collins Avenue Angel 7/29/2018 3:16 AM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Contacted staff member:Angel 3074 7th Street and Collins Avenue Eddie 8/2/2018 6:33 PM 50 5.00 Source:WEB Comments:Friendly and professional.Contacted staff member:Eddie 10/30/2018 11:34:40 AM Page 18 of 20 MIAMI BEACH Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2018 Qtr4 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 7th Street and Collins Avenue 3073 7th Street and Collins Avenue Danny 8/6/2018 3:26 PM 50 5.00 Source:WEB Comments:Friendly and professional.Extremely knowledgeable and went out of his/her way to help.Contacted staff member: Danny 3075 7th Street and Collins Avenue Tara 8/12/2018 9:58 AM 50 5.00 Source:WEB Comments:Above and beyond expectations.Contacted staff member:Tara 3077 7th Street and Collins Avenue Samuel 8/13/2018 11:00 AM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Samuel 3076 7th Street and Collins Avenue Emanuel 8/14/2018 11:18 AM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.Contacted staff member:Emanuel 2855 7th Street and Collins Avenue Reshirtey 8/18/2018 3:13 PM 44 4.89 Source:WEB Comments:Patient-took time to answer questions.Professional.Contacted staff member:Reshirley 1203 7th Street and Collins Avenue Eddie/Oscar 8/22/2018 3:35 PM 50 5.00 (G1) Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Courteous and willing to provide assistance. Contacted staff member:Eddie/Oscar 3078 7th Street and Collins Avenue Reshirley 8/27/2018 8:01 PM 44 4.89 Source:WEB Comments:Patient-took time to answer question.Professional.No pleasantry.Contacted staff member:Reshirtey 2857 7th Street and Collins Avenue Jonathan 8/29/2018 3:03 AM 45 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Patient-took time to answer questions.Contacted staff member:Jonathan 3154 7th Street and Collins Avenue Denitra 8/31/2018 8:32 AM 45 4.50 Source:WEB Comments:Friendly and professional.Extremely knowledgeable and went out of his/her way to help.Contacted staff member: Denitra 2853 7th Street and Collins Avenue Jackie 9/2/2018 3:30 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. Contacted staff member:Jackie 2852 7th Street and Collins Avenue Maite 9/3/2018 3:13 PM 36 4.00 Source:WEB Comments:Felt valued and appreciated.Maite was very helpful.Did not greet at the start of the interaction.Contacted staff member: Maite 3079 7th Street and Collins Avenue Giovanni 9/6/2018 3:01 AM 45 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Giovanni 2327 7th Street and Collins Avenue Eddie 9/6/2018 7:35 PM 50 5.00 Source:WEB Comments:Friendly and professional.Contacted staff member:Eddie 1204 7th Street and Collins Avenue Giovanni 9/7/2018 2:52 AM 45 5.00 (G1) Source:WEB Comments:Exceptional service.Contacted staff member:Giovanni 1416 7th Street and Collins Avenue Karina 9/10/2018 11:05 PM 40 4.00 Source:WEB Comments:Friendly and professional.Karina was very fast paced.She was helpful but there was no pleasantry.Contacted staff member:Karina 2329 Emanuel 9/12/2018 11:26 AM 49 4.90 Source:WEB Comments:Friendly and professional.Did not have an ID.Contacted staff member:Emanuel 3159 7th Street and Collins Avenue Austin 9/21/2018 3:14 PM 50 5.00 Source:WEB Comments:Exceptional service.Extremely knowledgeable and went out of his/her way to help.Contacted staff member:Austin 2326 7th Street and Collins Avenue Angel 9/25/2018 10:59 AM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Angel 10/30/2018 11:34:40 AM Page 19 of 20 • M I AM I B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2018 Qtr4 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 7th Street and Collins Avenue 2330 Johany 9/30/2018 6:52 PM 36 4.00 Source:WEB Comments:Felt valued and appreciated.Johany was very helpful and polite.Answered all my questions.Contacted staff member: Johany Number of Shopping Experiences by Method: 29 Avg Score Sum: 141.1 8 Number of Reshopping Experiences by Method: 0 Average: 4.87 Number of Division Shopping Experiences: 29 Avg Score Sum: 141.1 8 Number of Division Reshopping Experiences: 0 Average: 4.87 DEPARTMENT SUMMARY Avg Score Sum: 1382. 60 Total Number of Departmental Shopping Experiences: 287 Number of Departmental Reshopping Experiences: 1 Average: 4.82 CITY WIDE TOTALS: FY2018 Qtr4 Total Number of Departmental Shopping Experiences: 287 Avg Score Sum: 1382.60 Number of Departmental Reshopping Experiences: 1 Average: 4.82 10/30/2018 11:34:40 AM Page 20 of 20 M I AM I BEAC H Service Excellence Service Shopper Program Comprehensive Department Report FISCAL YEAR 2018 Qtr4 Garage Security Office of Organization Development Perfomance Initiatives 1700 Convention Center Drive Miami Beach, FL 33139 Telephone: (305) 673-7010 Fax: (305) 673-7782 10/30/2018 11:36:04 AM Page 1 of 11 M I AM I B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2018 Qtr4 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE PARKING - GARAGE SECURITY Garage - 12th Street and Drexel SHOPPING METHOD-In Person-Garage 8129 12th Street and Drexel Unknown 7/5/2018 11:36 PM 1 1.00 Source:WEB Comments:Incomplete service-multiple attempts to obtain information.At approixamately 11:17pm I approached a security monitor who refused to give his name.I proceeded to ask again and again and then after he started to ask for my name and ID.As I saw that this individual was turning hostile I had no choice but to end my assessment.C1'-1 Missing all 4,not acceptable or approachable.- CI'-2 Not prompt 10 plus minutes.-C1'-3 Not acceptable.Attendant was rude-C1'-4 Very rude.Contacted staff member:Unknown 1870 12th Street and Drexel Geraldo 50 5.00 8129 1 7/18/2018 Source:WEB Comments:Exceptional service.Contacted staff member:Geraldo 1872 12th Street and Drexel Javon 7/19/2018 6:57 AM 50 5.00 Source:WEB Comments:Felt valued and appreciated.Above and beyond expectations.Contacted staff member:Javon 2047 12th Street and Drexel lesha 8/2/2018 7:06 PM 48 4.80 Source:WEB Comments:Friendly and professional.Went out of his/her way to help.No ID visible.Not familiar with the amount of days a vehicle can stay in the garage.Contacted staff member:lesha 1957 12th Street and Drexel Ray 8/6/2018 3:53 PM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Friendly and professional.Contacted staff member:Ray 3001 12th Street and Drexel Rey 8/13/2018 11:21 AM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Extremely knowledgeable and went out of his/her way to help. Contacted staff member:Rey 3003 12th Street and Drexel Rey 8/14/2018 10:47 AM 50 5.00 Source:WEB Comments:Friendly and professional.Contacted staff member:Rey 2870 12th Street and Drexel Rey 8/22/2018 3:58 PM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.Contacted staff member:Rey 2999 12th Street and Drexel Rey 8/29/2018 3:20 AM 50 5.00 Source:WEB Comments:Felt valued and appreciated.Used initiative to assist and provide all information.Contacted staff member:Rey 1958 12th Street and Drexel Javon 9/6/2018 3:24 AM 49 4.90 Source:WEB Comments:Patient-took time to answer questions.Used initiative to assist and provide all information.Contacted staff member: Javon 2054 12th Street and Drexel Javon 9/7/2018 3:14 AM 50 5.00 Source:WEB Comments:Friendly and professional.Courteous and willing to provide assistance.Contacted staff member:Javon 2051 12th Street and Drexel Emelio 9/12/2018 11:45 AM 50 5.00 Source:WEB Comments:Exceptional service.Extremely knowledgeable and went out of his/her way to help.Very well dressed;ID visible. Contacted staff member:Emelio 2050 12th Street and Drexel Keith 9/19/2018 10:39 PM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Keith 2052 12th Street and Drexel Joseph 9/19/2018 11:05 PM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Courteous and willing to provide assistance.Contacted staff member:Joseph Number of Shopping Experiences by Method: 14 Avg Score Sum: 65.70 Number of Reshopping Experiences by Method: 1 Average: 4.69 Number of Division Shopping Experiences: 14 Avg Score Sum: 65.70 Number of Division Reshopping Experiences: 1 Average: 4.69 10/30/2018 11:36:04 AM Page 2 of 11 • MIAMI BEACH Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2018 Qtr4 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 13th Street and Collins SHOPPING METHOD-In Person-Garage 3007 13th Street and Collins Eduardo 712/2018 3:29 AM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Eduardo 1880 13th Strret and Collins Janice 7/18/2018 11:31 AM 50 5.00 Source:WEB Comments:Friendly and professional.Courteous and willing to provide assistance.Patient-took time to answer questions. Contacted staff member:Janice 1879 13th Street and Collins Kenneth 7/19/2018 7:24 AM 50 5.00 Source:WEB Comments:Friendly and professional.Used initiative to assist and provide all information.Contacted staff member:Kenneth 1968 13th Street and Collins Femilia 7/21/2018 11:13 AM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Very professional.Provided additional assistance after the attendant. Contacted staff member:Femilia 2059 13th Street and Collins Shawntarra 7/22/2018 3:48 PM 49 4.90 Source:WEB Comments:Friendly and professional.No ID or badge visible.Contacted staff member:Shawntarra 2123 13th Street and Collins Stanley 7/24/2018 7:48 PM 50 5.00 Source:WEB Comments:Friendly and professional.Contacted staff member:Stanley 2065 13th Street and Collins Eduardo 7/29/2018 3:46 AM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.Courteous and willing to provide assistance.Contacted staff member:Eduardo 3138 13th Street and Collins Comelia 8/14/2018 10:23 AM 50 5.00 Source:WEB Comments:Friendly and professional.Smiled the entire time.Contacted staff member:Cornelia 2517 13th Street and Collins Jepson 9/6/2018 3:48 AM 50 5.00 Source:WEB Comments:Courteous and willing to provide assistance.Felt valued and appreciated.Contacted staff member:Jepson 2518 13th Street and Collins Eduardo 9/7/2018 3:38 AM 50 5.00 Source:WEB Comments:Friendly and professional.Extremely knowledgeable and went out of his/her way to help.Used initiative to assist and provide all information.Contacted staff member:Eduardo 2516 13th Street and Collins Kenneth 9/19/2018 11:31 PM 50 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member:Kenneth Number of Shopping Experiences by Method: 11 Avg Score Sum: 54.90 Number of Reshopping Experiences by Method: 0 Average: 4.99 Number of Division Shopping Experiences: 11 Avg Score Sum: 54.90 Number of Division Reshopping Experiences: 0 Average: 4.99 Garage - 16th Street and Collins SHOPPING METHOD-In Person-Garage 3014 16th Street and Collins Robert 7/2/2018 3:52 AM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Friendly and professional.Contacted staff member:Robert 3015 16th Street and Collins Girlene 8/12/2018 10:35 AM 50 5.00 Source:WEB Comments:Friendly and professional.Contacted staff member:Girlene 1895 16th Street and Collins Taidi 8/14/2018 9:55 AM 50 5.00 Source:WEB Comments:Friendly and professional.Came up later to check on me while I was waiting.Felt valued and appreciated.Contacted staff member:Taidi 10/30/2018 11:36:04 AM Page 3 of 11 • M I AM I B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2018 Qtr4 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 16th Street and Collins 1612 Oscar 9/2/2018 3:56 AM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Oscar 1975 16th Street and Collins Bosena 9/2/2018 3:57 AM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Bosena 2075 16th Street and Collins Angelique 9/6/2018 4:08 AM 50 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Courteous and willing to provide assistance. Contacted staff member:Angelique 2076 16th Street and Collins Boisena 9/7/2018 3:56 AM 50 5.00 Source:WEB Comments:Exceptional service.Friendly and professional.Contacted staff member.Boisena 1898 16th Street and Collins Boisena 9/19/2018 11:53 PM 50 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member:Boisena Number of Shopping Experiences by Method: 8 Avg Score Sum: 40.00 Number of Reshopping Experiences by Method: 0 Average: 5.00 Number of Division Shopping Experiences: 8 Avg Score Sum: 40.00 Number of Division Reshopping Experiences: 0 Average: 5.00 Garage - 17th Street and Meridian Court SHOPPING METHOD-In Person-Garage 3026 17th Street and Meridian Court Guzman 7/2/2018 12:40 AM 50 5.00 Source:WEB Comments:Above and beyond expectations.Courteous and willing to provide assistance.Contacted staff member:Guzman 1988 17th Street and Meridian Court Joshua 7/11/2018 12:25 PM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Joshua 1906 17th Street and Meridian Court Chris 7/19/2018 4:45 AM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.Extremely knowledgeable and went out of his/her way to help.Contacted staff member:Chris 3022 17th Street and Meridian Court Martha 7/28/2018 4:36 PM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Contacted staff member:Martha 3024 17th Street and Meridian Court Chris 7/29/2018 12:23 AM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Chris 1980 17th Street and Meridian Court Dametra 8/14/2018 8:30 AM 49 4.90 Source:WEB Comments:Patient-took time to answer questions.No greeting.Contacted staff member:Dametra 1644 17th street and Meridian Court Michelle 8/18/2018 12:28 PM 49 4.90 Source:WEB Comments:Friendly and professional.Did not have an ID visible.Contacted staff member:Michelle 1900 17th Street and Meridian Court Sharoot 8/22/2018 12:33 PM 42 4.20 Source:WEB Comments:Average experience.Did not greet,did not smile,and was not wearing an ID.Did answer my questions and was very prompt.Contacted staff member:Sharoot 1899 17th Street and Meridian Court Gene 8/27/2018 5:04 PM 50 5.00 Source:WEB Comments:Friendly and professional.Extremely knowledgeable and went out of his/her way to help.Contacted staff member:Gene 1981 17th Street and Meridian Court Magdala 9/2/2018 12:44 AM 50 5.00 Source:WEB Comments:Above and beyond expectations.Friendly and professional.Contacted staff member:Magdala 10/30/2018 11:36:04 AM Page 4 of 11 • MIAMI B EACH Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2018 Qtr4 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 17th Street and Meridian Court 2082 17th Street and Meridian Court Magdala 9/19/2018 8:22 PM 50 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member:Magdala 2077 17th Street and Meridian Court Natasha 9/21/2018 12:28 PM 50 5.00 Source:WEB Comments:Exceptional service.Friendly and professional.Contacted staff member:Natasha 2079 17th Street and Meridian Court Erica 9/22/2018 12:43 AM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Courteous and willing to provide assistance.Contacted staff member:Erica Number of Shopping Experiences by Method: 13 Avg Score Sum: 64.00 Number of Reshopping Experiences by Method: 0 Average: 4.92 Number of Division Shopping Experiences: 13 Avg Score Sum: 64.00 Number of Division Reshopping Experiences: 0 Average: 4.92 Garage - 17th Street and Pennsylvania SHOPPING METHOD-In Person-Garage 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 1994 17th Street and Pennsylvania Joe 7/11/2018 12:45 PM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.Courteous and willing to provide assistance.Contacted staff member:Joe 1999 17th Street and Pennsylvania Guzman 7/19/2018 4:45 AM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Patient-took time to answer questions.Contacted staff member: Guzman 1990 17th Street and Pennsylvania Jousha 8/22/2018 12:59 PM 49 4.90 Source:WEB Comments:Friendly and professional.Did not have his ID visible.Contacted staff member:Jousha 2138 17th Street and Pennsylvania Guzman 8/29/2018 12:46 AM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.Courteous and willing to provide assistance.Contacted staff member:Guzman 1997 17th Street and Pennsylvania Bryan 9/2/2018 12:22 AM 50 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member:Bryan 2137 17th Street and Pennsylvania Micheal 9/6/2018 12:40 AM 50 5.00 Source:WEB Comments:Exceptional service.Friendly and professional.Contacted staff member:Micheal 1992 17th Street and Pennsylvania Michael 9/7/2018 12:45 AM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Michael 2136 17th Street and Pennsylvania Michael 9/19/2018 8:42 PM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Michael 2139 17th Street and Pennsylvania Brian 9/22/2018 12:20 AM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.Courteous and willing to provide assistance.Contacted staff member:Brian Number of Shopping Experiences by Method: 10 Avg Score Sum: 49.90 Number of Reshopping Experiences by Method: 0 Average: 4.99 Number of Division Shopping Experiences: 10 Avg Score Sum: 49.90 Number of Division Reshopping Experiences: 0 Average: 4.99 10/30/2018 11:36:04 AM Page 5 of 11 • MIAMI BEACH Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2018 Qtr4 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 18th Street and Meridian SHOPPING METHOD-In Person-Garage 2801 18th Street and Meridian Sam 7/2/2018 1:04 AM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Sam 2005 18th Street and Meridian Ashton 7/11/2018 1:12 PM 50 5.00 Source:WEB Comments:Friendly and professional.Used initiative to assist and provide all information.Contacted staff member:Ashton 1917 18th Street and Meridian Sherie 7/18/2018 9:17 AM 50 5.00 Source:WEB Comments:Friendly and professional.Used initiative to assist and provide all information.Contacted staff member:Sherie 2103 18th Street and Meridian Sam 7/19/2018 5:06 AM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Sam 2095 18th Street and Meridian Maria 7/22/2018 1:07 PM 45 5.00 Source:WEB Comments:Friendly and professional.Contacted staff member:Maria 2096 18th Street and Meridian Shirley 7/24/2018 5:44 PM 45 5.00 Source:WEB Comments:Friendly and professional.Contacted staff member:Shirley 3041 18th Street and Meridian Looney 7/29/2018 1:22 AM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Looney 2009 18th Street and Meridian Sam 8/29/2018 1:06 AM 50 5.00 Source:WEB Comments:Exceptional service.Above and beyond expectations.Contacted staff member:Sam 1817 18th Street and Meridian Harvin 8/31/2018 9:05 AM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Harvin 2144 18th street and Sheridan Sam 9/6/2018 1:03 AM 50 5.00 Source:WEB Comments:Exceptional service.Extremely knowledgeable and went out of his/her way to help.Contacted staff member:Sam 2101 18th Street and Meridian Joseph 9/6/2018 5:05 PM 50 5.00 Source:WEB Comments:Friendly and professional.Contacted staff member:Joseph 2104 18th Street and Meridian Sam 9/7/2018 1:06 AM 50 5.00 Source:WEB Comments:Courteous and willing to provide assistance.Friendly and professional.Contacted staff member:Sam 3039 18th Street and Meridian Joseph 9/7/2018 9:41 PM 50 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Friendly and professional.Contacted staff member: Joseph 3040 18th Street and Meridian Sam 9/25/2018 9:07 AM 50 5.00 Source:WEB Comments:Exceptional service.Used initiative to assist and provide all information.Contacted staff member:Sam Number of Shopping Experiences by Method: 14 Avg Score Sum: 70.00 Number of Reshopping Experiences by Method: 0 Average: 5.00 Number of Division Shopping Experiences: 14 Avg Score Sum: 70.00 Number of Division Reshopping Experiences: 0 Average: 5.00 10/30/2018 11:36:05 AM Page 6 of 11 MIAMI BEACH Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2018 Qtr4 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 1900 Bay Rd SHOPPING METHOD-In Person-Garage 3047 1900 Bay Rd Donald 7/2/2018 1:54 AM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Donald 1924 1900 Bay Rd Benson 7/11/2018 2:01 PM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Benson 1921 1900 Bay Rd Benson 7/18/2018 10:20 AM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Benson 1510 1900 Bay Rd Donald 7/19/2018 5:41 AM 48 4.80 Source:WEB Comments:Courteous and willing to provide assistance.Said thank you but no pleasantry.Contacted staff member:Donald 2148 1900 Bay Rd Ray 7/29/2018 2:20 AM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Ray 2112 1900 Bay Rd Ellgie 8/6/2018 2:39 PM 50 5.00 Source:WEB Comments:Friendly and professional.Courteous and willing to provide assistance.Contacted staff member:Ellgie 2149 1900 Bay Rd Shantara 8/12/2018 9:17 AM 50 5.00 Source:WEB Comments:Friendly and professional.Contacted staff member:Shantara 2016 1900 Bay Rd Benson 8/13/2018 10:13 AM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Used initiative to assist and provide all information. Contacted staff member:Benson 2636 1900 Bay Rd Debra 8/22/2018 2:34 PM 49 4.90 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.No ID visible.Contacted staff member:Debra 2147 1900 Bay Rd Shauntarra 8/27/2018 7:09 PM 49 4.90 Source:WEB Comments:Friendly and professional.No ID.Courteous and willing to provide assistance.Contacted staff member:Shauntarra 2012 1900 Bay Rd Donald 9/2/2018 1:54 AM 50 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member:Donald 3048 1900 Bay Rd Donald 9/6/2018 2:05 AM 49 4.90 Source:WEB Comments:Patient-took time to answer questions.Did not greet with a smile.Contacted staff member:Donald 3046 1900 Bay Rd Donald 9/7/2018 1:58 AM 48 4.80 Source:WEB Comments:Friendly and professional.Used initiative to assist and provide all information.No genuine pleasantry.Contacted staff member:Donald 3050 1900 Bay Rd Joseph 9/7/2018 9:34 PM 50 5.00 Source:WEB Comments:Friendly and professional.Courteous and willing to provide assistance.Contacted staff member:Joseph 3044 1900 Bay Rd Benson 9/19/2018 9:53 PM 50 5.00 Source:WEB Comments:Felt valued and appreciated.Courteous and willing to provide assistance.Contacted staff member:Benson 3049 1900 Bay Rd Donald 9/22/2018 1:53 AM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Contacted staff member:Donald 2639 1900 Bay Rd Benson 9/25/2018 9:59 AM 50 5.00 10/30/2018 11:36:05 AM Page 7 of 11 • M I AM I B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2018 Qtr4 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 1900 Bay Rd Source:WEB Comments:Friendly and professional.Used initiative to assist and provide all information.Contacted staff member:Benson Number of Shopping Experiences by Method: 17 Avg Score Sum: 84.30 Number of Reshopping Experiences by Method: 0 Average: 4.96 Number of Division Shopping Experiences: 17 Avg Score Sum: 84.30 Number of Division Reshopping Experiences: 0 Average: 4.96 Garage -42nd Street and Sheridan SHOPPING METHOD-In Person-Garage 3053 42nd Street and Sheridan Chris 7/2/2018 1:31 AM 48 4.80 Source:WEB Comments:Patient-took time to answer questions.Courteous and willing to provide assistance.No genuine pleasantry.Contacted staff member:Chris 1934 42nd Street and Sheridan Jordan 7/11/2018 1:37 PM 50 5.00 Source:WEB Comments:Friendly and professional.Courteous and willing to provide assistance.Contacted staff member:Jordan 2023 42nd Street and Sheridan Jordan 7/18/2018 9:46 AM 50 5.00 Source:WEB Comments:Courteous and willing to provide assistance.Felt valued and appreciated.Contacted staff member:Jordan 1931 42nd Street and Sheridan Robert 7/22/2018 1:33 PM 49 4.90 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Didn't have a badge or ID visible.Contacted staff member:Robert 1928 42nd Street and Sheridan Freeda 7/26/2018 10:01 PM 40 4.00 Source:WEB Comments:Used initiative to assist and provide all information.Freeda engaged me immediately.Asked me if everything was okay. Attention to detail.Very helpful.Did not smile much.Contacted staff member:Freeda 1930 42nd Street and Sheridan Ms.Franklin 7/28/2018 5:56 PM 42 4.20 Source:WEB Comments:Average service provided without incident.Was not wearing a badge or ID,and did not smile throughout the interaction. Contacted staff member:Ms.Franklin 1411 42nd Street and Sheridan Jepson 7/29/2018 1:52 AM 50 5.00 Avenue Source:WEB Comments:Above and beyond expectations.Contacted staff member:Jepson 1491 42nd Street and Sheridan Robert 8/12/2018 11:01 AM 50 5.00 Avenue Source:WEB Comments:Friendly and professional.Contacted staff member:Robert 2026 42nd Street and Sheridan Suarez 8/13/2018 9:38 AM 50 5.00 Source:WEB Comments:Exceptional service.Very courteous and helpful.Contacted staff member:Suarez 2021 42nd Street and Sheridan Felix 8/22/2018 2:06 PM 50 5.00 Source:WEB Comments:Exceptional service.Smiling,available,and dressed professional.Very friendly.Contacted staff member:Felix 3051 42nd Street and Sheridan Gepson 8/29/2018 1:29 AM 50 5.00 Source:WEB Comments:Courteous and willing to provide assistance.Used initiative to assist and provide all information.Contacted staff member:Gepson 2117 42nd Street and Sheridan Jepson 9/2/2018 1:33 AM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Courteous and willing to provide assistance.Contacted staff member:Jepson 10/30/2018 11:36:05 AM Page 8 of 11 MIAMI B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2018 Qtr4 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOPft RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage -42nd Street and Sheridan 2118 42nd Street and Sheridan Joseph 9/6/2018 1:31 AM 50 5.00 Source:WEB Comments:Courteous and willing to provide assistance.Used initiative to assist and provide all information.Contacted staff member:Joseph 2116 42nd Street and Sheridan Joseph 9/7/2018 1:33 AM 50 5.00 Source:WEB Comments:Friendly and professional.Courteous and willing to provide assistance.Contacted staff member:Joseph 2604 42nd Street and Sheridan Robert 9/12/2018 10:03 AM 50 5.00 Source:WEB Comments:Friendly and professional.Extremely knowledgeable and went out of his/her way to help.Asked if I needed additional help.Contacted staff member:Robert 2645 42nd Street and Sheridan Joseph 9/22/2018 1:28 AM 50 5.00 Avenue Source:WEB Comments:Friendly and professional.Contacted staff member.Joseph 2644 42nd Street and Sheridan Kevin 9/25/2018 9:33 AM 50 5.00 Avenue Source:WEB Comments:Used initiative to assist and provide all information.Courteous and willing to provide assistance.Contacted staff member:Kevin Number of Shopping Experiences by Method: 17 Avg Score Sum: 82.90 Number of Reshopping Experiences by Method: 0 Average: 4.88 Number of Division Shopping Experiences: 17 Avg Score Sum: 82.90 Number of Division Reshopping Experiences: 0 Average: 4.88 Garage - 5th Street and Alton Road SHOPPING METHOD-In Person-Garage 1846 5th Street and Alton Road Caleb 7/11/2018 2:37 PM 48 4.80 Source:WEB Comments:Used initiative to assist and provide all information.Patient-took time to answer questions.No genuine pleasantry. Contacted staff member:Caleb Number of Shopping Experiences by Method: 1 Avg Score Sum: 4.80 Number of Reshopping Experiences by Method: 0 Average: 4.80 Number of Division Shopping Experiences: 1 Avg Score Sum: 4.80 Number of Division Reshopping Experiences: 0 Average: 4.80 Garage - 7th Street and Collins Avenue SHOPPING METHOD-In Person-Garage 2993 7th Street and Collins Avenue Mario 7/2/2018 2:40 AM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Mario 2990 7th Street and Collins Avenue Josie 7/5/2018 11:51 PM 45 5.00 Source:WEB Comments:Exceptional service.Josie was smiling even before I arrived.Great help,provided answers to all my questions. Contacted staff member:Josie 1866 7th Street and Collins Avenue Boisena 7/11/2018 2:40 PM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Boisena 1862 7th Street and Collins Avenue Jean 7/18/2018 11:04 AM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.Used initiative to assist and provide all information.Contacted staff member: Jean 2044 7th Street and Collins Avenue Giovanni 7/19/2018 6:35 AM 50 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member:Giovanni 1942 7th Street and Collins Avenue Stanley 7/20/2018 7:22 PM 40 4.00 Source:WEB Comments:Felt valued and appreciated.Stanley was very professional.Did not smile.Contacted staff member:Stanley 10/30/2018 11:36:05 AM Page 9 of 11 MIAMI BEACH Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2018 Qtr4 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 7th Street and Collins Avenue 1945 7th Street and Collins Avenue Debbie 7/21/2018 11:54 AM 50 5.00 Source:WEB Comments:Friendly and professional.Helped me with the transaction process.Brought the elevator to my floor and escorted me to the proper floor.Contacted staff member.Debbie 3110 7th Street and Collins Avenue Leslie 7/28/2018 7:21 PM 49 4.90 Source:WEB Comments:Friendly and professional.No ID or badge visible.Contacted staff member:Leslie 3111 7th Street and Collins Avenue Marto 7/29/2018 3:19 AM 50 5.00 Source:WEB Comments:Above and beyond expectations.Contacted staff member:Marto 3135 7th Street and Collins Avenue Solay 8/3/2018 6:06 PM 50 5.00 Source:WEB Comments:Friendly and professional.Courteous and willing to provide assistance.Contacted staff member:Solay 3136 7th Street and Collins Avenue Jose 8/6/2018 3:28 PM 50 5.00 Source:WEB Comments:Friendly and professional.Courteous and willing to provide assistance.Contacted staff member:Jose 3134 7th Street and Collins Avenue Jean 8/13/2018 10:58 AM 50 5.00 Source:WEB Comments:Friendly and professional.Courteous and willing to provide assistance. Used initiative to assist and provide all information.Contacted staff member:Jean 2675 7th Street and Collins Avenue Debra 8/18/2018 3:15 PM 40 4.00 Source:WEB Comments:Did not have an ID visible.Abrupt.Not friendly at the beginning of the interaction.Contacted staff member:Debra 2678 7th Street and Collins Avenue Debbie 8/22/2018 3:38 PM 50 5.00 Source:WEB Comments:Above and beyond expectations.Friendly and professional.Courteous and willing to provide assistance.Contacted staff member:Debbie 3112 7th Street and Collins Avenue Tia/Leslie 8/27/2018 8:04 PM 50 5.00 Source:WEB Comments:Professional.Courteous and willing to provide assistance.Contacted staff member:Tia/Leslie 3166 7th Street and Collins Avenue Mario 8/29/2018 3:00 AM 50 5.00 Source:WEB Comments:Exceptional service.Patient-took time to answer questions.Used initiative to assist and provide all information. Contacted staff member:Mario 3169 7th Street and Collins Avenue Mario 9/2/2018 3:26 AM 50 5.00 Source:WEB Comments:Exceptional service.Above and beyond expectations.Contacted staff member:Marto 2614 7th Street and Collins Avenue Keith 9/6/2018 3:00 AM 50 5.00 Source:WEB Comments:Exceptional service.Friendly and professional.Contacted staff member:Keith 3167 7th Street and Collins Avenue Josie 9/6/2018 7:37 PM 50 5.00 Source:WEB Comments:Friendly and professional.No ID.Very professional.Contacted staff member:Josie 3165 7th Street and Collins Avenue Keith 9/7/2018 2:53 AM 50 5.00 Source:WEB Comments:Exceptional service.Patient-took time to answer questions.Friendly and professional.Contacted staff member:Keith 2677 7th Street and Collins Avenue Jose 9/12/2018 11:28 AM 50 5.00 Source:WEB Comments:Friendly and professional.Very well mannered.Contacted staff member:Jose 3168 7th Street and Collins Avenue Jean 9/25/2018 11:01 AM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Courteous and willing to provide assistance.Contacted staff member:Jean Number of Shopping Experiences by Method: 22 Avg Score Sum: 107.9 0 10/30/2018 11:36:05 AM Page 10 of 11 MIAMI BEACH Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2018 Qtr4 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 7th Street and Collins Avenue Number of Reshopping Experiences by Method: 0 Average: 4.90 Number of Division Shopping Experiences: 22 Avg Score Sum: 107.9 0 Number of Division Reshopping Experiences: 0 Average: 4.90 DEPARTMENT SUMMARY Avg Score Sum: 624.4 0 Total Number of Departmental Shopping Experiences: 127 Number of Departmental Reshopping Experiences: 1 Average: 4.92 CITY WIDE TOTALS: FY2018 Qtr4 Total Number of Departmental Shopping Experiences: 127 Avg Score Sum: 624.40 Number of Departmental Reshopping Experiences: 1 Average: 4.92 10/30/2018 11:36:05 AM Page 11 of 11