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LTC 068-2019 Garage Attendant and Garage Security Index Results for FY 2018/19 Quarter 1 MIAMIBEACH OFFICE OF THE CITY MANAGER LTC # 068-2019 LETTER TO COMMISSION TO: Mayor Dan Gelber and Members o the City Co ission FROM: Jimmy L. Morales, City Manager DATE: January 30, 2019 SUBJECT: Garage Attendant and Garage Security Index Results for FY 2018/19 Quarter 1 The purpose of this Letter to Commission is to communicate the results of the newly developed Garage Attendant and Garage Security Index from FY 2018/19 Quarter (October 1, 2018 to December 31, 2018). Key Q1 Metrics: • Attendant Average Index Rating: 4.77 • Attendant Percent Improvement from Base Year: 11.1% • Security Average Index Rating: 4.71 • Security Percent Deterioration from Prior Quarter: - 4.27% Background At the October 14, 2015 City Commission meeting, the Mayor and City Commission authorized the administration to enter into negotiations with SP Plus for parking attendants for City parking garages. Commissioner Malakoff requested better training in customer service for all parking attendants as part of the final agreement. As such, the agreement executed on April 18, 2016 includes performance standards aligned to the City's Customer Service Excellence Standards, as well as penalties for not meeting those standards. Beginning in November 2016, the automated parking revenue control system (SKIDATA) was implemented, with full utilization in nine out of the ten city garages by November 2017. This shift resulted in increased interaction with garage security personnel. As such, garage security personnel received customer service training in September 2017, and were made aware a Garage Security Index would be implemented beginning October 1, 2017. The Miami Beach Garage Attendant Index is an objective measurement of customer service performance ranging from 1.0 (not satisfied) to 5.0 (extremely satisfied) and includes assessments of conduct, professionalism, attire, and knowledge. The results of the assessments are used to monitor the impacts of recently implemented initiatives to target areas for future improvements, and assure the quality of services. Each garage is assessed a minimum of four(4)times per quarter, at varying times of the day and evening. Any assessment resulting in a score between 1.0 and 3.99 on a 5.0 scale results in a $100 penalty and shall require a memorandum indicating corrective action items taken to remedy the situation. Critical item questions scoring 1.0 will result in an override of the total assessment to a 1.0 and will result in a re-shop. Three (3) assessments scoring between 1.0 and 3.99 to the same employee will result in the removal of the employee. The Miami Beach Garage Security Index is an objective measurement of customer service performance ranging from 1.0 (not satisfied) to 5.0 (extremely satisfied) and includes assessments of conduct, professionalism, attire, and knowledge. The results of the assessments are used to monitor the impacts of recently implemented initiatives to target areas for future improvements, and assure the quality of services. Each garage is assessed a minimum of four(4) times per quarter, at varying times of the day and evening. Garage Attendant Index Results FY 2018/19 Quarter 1 Overall, the City Garage Attendant Index in FY 2018/19 Quarter 1 was a 4.77 on a 5.0 scale. The scores remained stable from the prior quarter and improved from the prior FY same quarter score by 5.53%. Parking staff have reviewed the results of the assessments with the contractor for garage attendants and issued penalties per the agreement based on 307 assessments conducted in all garages with 6 assessments scoring 3.99 or below resulting in a fine of $600. Citywide scores this quarter remained stable from the prior quarter. Additionally, a memorandum was issued to correct the identified deficiency. Areas of Focus in FY 2018/19 Quarter 1 • Greeted in a courteous manner- Employees are to greet the customer in a courteous manner including a salutation and welcoming attitude. • Nametag not visible- Security personnel are required to wear a nametag at all times for ease of reference by the customer. Personnel did not have their nametag visible. • Requested information not provided- Personnel are to answer all customer questions concisely and accurately with a positive and helpful attitude. Garage Security Index Results FY 2018/19 Quarter 1 Overall, the City Garage Security Index in FY 2018/19 Quarter 1 was a 4.71 on a 5.0 scale. There were 119 assessments conducted in all garages with 6 assessments scoring 3.99 or below. The scores deteriorated from the prior quarter by 4.27%. Areas of Focus in FY 2018/19 Quarter 1 • Service was not prompt- In a few instances, transaction time was not quick and wait time for personal assistance by security was longer than 10 minutes. • Requested information not provided- Security personnel are to answer all customer questions concisely and accurately with a positive and helpful attitude. In a few instances the security personnel were unresponsive and/or difficult. MIAMI BEACH GARAGE ATTENDANT INDEX CITYWIDE SUMMARY FOR GARAGES Average Score Per Quarter Per Year Year 2016 2017 2018 2019 %change FY FY %change from %change from from base Quarter Q1 Q2 Q3 Q4 AVG 01 Q2 Q3 Q4 AVG Q1 prior Qtr prior FY Qtr year Qtr Garage Attendant V ld S,/( -1.04% 5.53% 11.19% MIAMI BEACH GARAGE ATTENDANT INDEX CITYWIDE SUMMARY BY GARAGE Q1 2019 ATTENDANT #Of Reshops #of Reshops Q1-2019 # Experiences for Scoring Below 4 Avg Score Initial Below 4 Experiences ($100 additional Experiences ($100 fine) below 4 fine) Garage -12th Street and Drexel 4.71 111=1 0 0 0 Garage - 13th Street and Collins 4.81 19 0 0 0 Garage -16th Street and Collins 4.88 22 0 0 0 Garage -17th Street and Meridian Court .70 37 2 2 0 Garage - 17th Street and Pennsylvania 4.74 35 0 0 0 Garage- 18th Street and Meridian 4.67 36 2 2 0 Garage- 1900 Bay Rd 4.85 35 0 0 0 Garage-42nd Street and Sheridan _ 4.79 31 0 0 0 Garage -5th Street and Alton Road 4.77 31 2 2 0 Garage -7th Street and Collins Avenue 4.85 33 0 0 0 Garage Total X4.77 _..._ 307. _ 6 6 0 MIAMI BEACH GARAGE SECURITY INDEX CITYWIDE SUMMARY FOR GARAGES Average Score Per Quarter Per Year Year 2016 2017 2018 2019 %change FY .FY %change from %change from from base Quarter Q1 Q2 Q3 Q4 AVG Q1 Q2 Q3 Q4 AVG Q1 prior Qtr priorFYQtr year Qtr Garage Security ,) L/I -4.27% 1.51% MIAMI BEACH GARAGE SECURITY INDEX CITYWIDE SUMMARY BY GARAGE Q1 2019 SECURITY #Of Reshops Q1 2019 # Experiences for #of Reshops Avg Score Initial Below 4 Experiences Scoring Below 4 Experiences below 4 Garage- 12th Street and Drexel 1 4.81 1 1 0 Garage- 13th Street and Collins 04.62 12 1 1 0 Garage- 16th Street and Collins la 4.48 12 1 1 0 Garage- 17th Street and Meridian Court I 4.70 10 0 0 0 Garage- 17th Street and Pennsylvania 4.62 12 1 1 0 Garage-18th Street and Meridian 4.92 12 0 0 0 Garage-1900 Bay Rd 4.66 10 1 1 0 Garage -42nd Street and Sheridan 4.72 15 0 0 0 Garage-5th Street and Alton Road 4.72 6 0 0 0 Garage-7th Street and Collins Avenue 4.81 16 1 1 0 Garage Total 4.71 . , A 6 6 0 Next Quarter Assessments City part-time staff is conducting garage attendant/security assessments every quarter. Additionally, residents are always welcome to participate. If you or any member of your staff is interested in participating in the City's Garage Attendant Index and Garage Security Index, please contact Dr. Leslie Rosenfeld with Organization Development Performance Initiatives at extension 6923. If you have any further questions, please feel free to contact me. Attachments C: Kathie G. Brooks, Assistant City Manager Daniel J. Oates, Police Chief Saul Francis, Parking Director Dr. Leslie Rosenfeld, Chief Learning Development Office Evaluation Criteria for each assessment are listed below: Critical items with an asterisk (*) scoring a 1 result in overall score of 1 for experience: • Garage attendant/security first impression was 1- clean, 2- professional, 3- greeted with a smile, and 4- displayed appropriate behavior .* • Service was prompt. Transaction time was quick and wait time for personal assistance by attendant/security was no longer than 10 minutes or schedule for a mutually convenient time.* • I was greeted in a courteous manner.* (Attendant/security greeted me with 1- sincere hello, 2- welcoming attitude, and 3- helpful ) • Employee responded to customer in a courteous manner following the philosophy that "the customer is not always right, but always deserves to be treated with respect".* • Employee provided accurate and understandable solutions/options (in English) to customer request or directed the customer to the appropriate person who may have knowledge in the subject matter. Employee appeared knowledgeable. • Employee had access to necessary tools to meet request and provided a receipt. Information and material to obtain answers and or services were readily available. • I received the service/information required. (All of my questions or the entire service was provided concisely and accurately)Employee had a positive, helpful attitude, was efficient and followed through with request. Employee appeared to go the extra mile to assist me. • The attendant/security said, "Thank You!" ending the conversation showing that they appreciated my business (Ex. Have a great day, enjoy your stay, we appreciate your business, we hope to see you soon). • Attendant/security was wearing an appropriate clean uniform with name tag and/or ID, consistent with the contract requirements. • • The overall impression of my visit was positive. Satisfied with timeliness, completeness, and clarity of information and/or services received. Employee demonstrated professionalism and courtesy. MIAMI BEACH Service Excellence Service Shopper Program Comprehensive Department Report FISCAL YEAR 2019 Qtr1 Garage Attendant Office of Organization Development Perfomance Initiatives 1700 Convention Center Drive Miami Beach, FL 33139 Telephone: (305) 673-7010 Fax: (305) 673-7782 1/24/2019 3:43:56 PM Page 1 of 22 MIAMI B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtrl 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 1472 12th Street&Drexel Jonathan 10/3/2018 3:00 AM 40 4.44 Source:WEB Comments:Exceptional service.Contacted staff member:Jonathan 1278 12 Street&Drexel Aly 10/9/2018 10:35 PM 40 4.44 Source:WEB Comments:Friendly and professional.Aly was very descriptive.Very good at explaining procedure.Good customer service.Asked if I needed any additional help.Contacted staff member:Aly 1357 12th Street&Drexel Esteban 10/11/2018 1:38 PM 45 5.00 Source:WEB Comments:Above and beyond expectations.Friendly and professional.Patient-took time to answer questions.Offered more information than asked.Very helpful.Contacted staff member:Esteban 1364 12 Street&Drexel Wilburn 10/14/2018 7:29 PM 50 5.00 Source:WEB Comments:Friendly and professional.Wilburn was very nice.Smiled.Very attentive to detail.Approached me asking if I needed assistance.Provided a genuine experience.Contacted staff member:Wilburn 1272 12 street&Drexel Melody 10/20/2018 9:51 AM 49 4.90 Source:WEB Comments:Friendly and professional.Very helpful.Answered all my questions.Greeting could've been better.Contacted staff member:Melody 2663 12th Street and Drexel Usherry 10/22/2018 10:40 PM 40 4.44 Source:WEB Comments:Friendly and professional.Usherry was very nice and elaborated on my question.Explained very well the details inquired about.Showed great enthusiasm.She continued to assist and displayed a genuine interest in helping.Contacted staff member:Usherry 2667 12th Street and Drexel Wilburn 11/4/2018 11:13 PM 48 4.80 Source:WEB Comments:Patient-took time to answer questions.Wilburn provided greeting and a farewell.Helped with payment process and described the options to expedite this same process.Additionally asked if there was anything else I needed.Did not smile much. Contacted staff member:Wilburn 2669 12th Street and Drexel Aide 11/5/2018 3:16 PM 46 4.60 Source:WEB Comments:Patient-took time to anpwer questions.Aide greeted,and answered my questions.Delivered step by step instructions. Did not provide a farewell.Contacted staff member:Aide 2695 12th Street and Drexel Giovanni 11/9/2018 3:09 AM 45 5.00 Source:WEB Comments:Courteous and willing to provide assistance.Used initiative to assist and provide all information.Contacted staff member:Giovanni 2673 12th Street and Drexel Raul 11/13/2018 7:09 PM 41 4.56 Source:WEB Comments:Business like.No welcoming tone,and no smile.Was patient and answered question,but was confusing in giving me the garages by their number(G1,G2,etc.)instead of where they are.Contacted staff member:Raul 2672 12th Street and Drexel Lorey 11/14/2018 11:11 PM 45 4.50 Source:WEB Comments:Felt valued and appreciated.Lorey answered all questions and provided explanations as well.Did not greet nor farewell. Contacted staff member:Lorey 2676 12th Street and Drexel Melandie 11/16/2018 11:11 AM 50 5.00 Source:WEB Comments:Friendly and professional.Melandie was assisting another customer when I approached and immediately acknowledged me while continuing to assist the other patron.Very good multitasking skills,great customer service,and excellent answering and explanation.Smiled the entire time.Contacted staff member:Melandie 2689 12th Street and Drexel Sharp 11/17/2018 3:41 AM 42 4.20 Source:WEB Comments:Didn't greet with smile or have a welcoming attitude.Missing ID.Didn't give complete information.Said thank you,but not genuine.Contacted staff member:Sharp 3381 12th Street and Drexel Melanie 11/18/2018 10:56 AM 45 4.50 Source:WEB Comments:Felt valued and appreciated.Melanie was assisting patron when I approached.Acknowledged me right away.Assisted with answer to question and provided customer service also but did not smile.Contacted staff member:Melanie 3384 12th Street and Drexel Giovanni 11/23/2018 3:08 AM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Felt valued and appreciated.Seemed very willing to help me.Contacted staff member:Giovanni 1/24/2019 3:43:57 PM Page 2 of 22 M I AM I B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr1 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 12th Street and Drexel 3382 12th Street and Drexel Rochely 11/26/2018 11:03 PM 43 4.78 Source:WEB Comments:Patient-took time to answer questions.Contacted staff member:Rochely 3386 12th Street and Drexel Wilbur 12/2/2018 6:11 PM 42 4.20 Source:WEB Comments:Used initiative to assist and provide all information.Did provide assistance to a customer in front of me and I was hearing how he was kind and polite to the driver and helped resolve the issue.Contacted staff member:Wilbur 3395 12th Street and Drexel Rochely 12/5/2018 10:40 PM 41 4.56 Source:WEB Comments:Felt valued and appreciated.Answered questions and displayed genuine interest in helping.Did not greet or provide a farewell.Contacted staff member:Rochely 3399 12th Street and Drexel Melendy 12/8/2018 9:41 AM 42 4.20 Source:WEB Comments:Friendly and professional.Used initiative to assist and provide all information.Gave proper answer to my questions. Clear and concise.Also provided assistance to other customer.Well handled.Contacted staff member:Melendy 3410 12th Street and Drexel Melindi 12/9/2018 7:27 AM 49 4.90 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Melindi was very welcoming.She answered all my questions to the best of her knowledge.She was patient an very respectful.Contacted staff member:Melindi 3403 12th Street and Drexel Jackie 12/16/2018 11:56 PM 45 5.00 Source:WEB Comments:Friendly and professional.Jackie was very attentive to detail.Helped throughout entire process and asked if any additional assistance was needed. Very professional experience.Contacted staff member:Jackie 3417 12th Street and Drexel Wilma 12/19/2018 11:51 AM 45 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member:Wilma 3409 12th Street and Drexel Wilbur 12/21/2018 6:42 PM 50 5.00 Source:WEB Comments:Friendly and professional.I got on the intercom and started talking to Laura when he came running out,apologetic, saying he was in the restroom. Patient-took time to answer questions.Contacted staff member:Wilbur 3419 12th Street and Drexel Ellgie 12/23/2018 1:38 PM 40 4.00 Source:WEB Comments:Friendly and professional.Ellgie was very kind.She did her best to answer my questions and politely informed me when she did not know the answers.She was very professional and respectful.Contacted staff member:Ellgie 3874 12th Street and Drexel Ida 12/25/2018 11:19 AM 44 4.89 Source:WEB Comments:Patient-took time to answer questions.Cheerful and professional.Contacted staff member:Ida 3883 12th Street and Drexel Melendy 12/29/2018 3:52 PM 50 5.00 Source:WEB Comments:Above and beyond expectations.She greeted me with a smile.Asked if I needed help and proceeded to assist me with getting a receipt for my payment.Melendy was very nice and she wished me a good night.Contacted staff member:Melendy 3872 12th Street and Drexel Wilbert 12/30/2018 3:22 AM 50 5.00 Source:WEB Comments:Courteous and willing to provide assistance.Felt valued and appreciated.Patient-took time to answer questions. Contacted staff member:Wilbert 3878 12th Street and Drexel Melindy 12/31/2018 7:38 AM 50 5.00 Source:WEB Comments:Friendly and professional.Above and beyond expectations.Melindy was cheerful.She came right out of her office to assist me.Smiling and sweet.She advised about event pricing information.She wished me a happy New Year.Contacted staff member:Melindy Number of Shopping Experiences by Method: 28 Avg Score Sum: 131.9 1 Number of Reshopping Experiences by Method: 0 Average: 4.71 Number of Division Shopping Experiences: 28 Avg Score Sum: 131.9 1 Number of Division Reshopping Experiences: 0 Average: 4.71 Garage - 13th Street and Collins SHOPPING METHOD-In Person-Garage 1359 13th Street and Collins Jonathan 10/3/2018 3:19 AM 40 4.44 Source:WEB Comments:Used initiative to assist and provide all information.Patient-took time to answer questions.Contacted staff member: Jonathan 1/24/2019 3:43:57 PM Page 3 of 22 • MIAMIBEACH Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr1 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 13th Street and Collins 1211 13th Street and Collins Avenue Jose 10/9/2018 10:55 PM 49 4.90 Source:WEB Comments:Felt valued and appreciated.Jose greeted me and answered my question.Great experience except he did not smile. Contacted staff member:Jose 1474 13th Street and Collins Avenue Rich 10/11/2018 1:13 PM 50 5.00 Source:WEB Comments:Friendly and professional.Smiley,cheerful.Contacted staff member:Rich 1385 13th Street and Collins Avenue Michaelson 10/14/2018 6:42 PM 49 4.90 Source:WEB Comments:Felt valued and appreciated.Michaelson greeted,answered my question and provided overall customer service.Did not smile.Contacted staff member:Michaelson 3426 13th Street and Collins Ida 10/16/2018 10:09 AM 40 4.44 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Contacted staff member:Ida 1636 13th Street and Collins Mike 10/20/2018 10:13 AM 45 4.50 Source:WEB Comments:Friendly and professional.Knew necessary information to answer my questions but did not go above and beyond to provide more details.Contacted staff member:Mike 8967 13th Street and Collins Austin 10/22/2018 11:04 PM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Austin not only helped me as I approached without asking,but he was also extremely thorough on the answer to my question.Thanked me for using a Miami Beach garage and welcomed me to come again.Very professional.Contacted staff member:Austin 1383 13th Street and Collins Avenue Giovanni 11/9/2018 3:29 AM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Used initiative to assist and provide all information.Contacted staff member: Giovanni 2734 13th Street and Collins Raul/Oscar 11/13/2018 7:31 PM 42 4.67 Source:WEB Comments:Patient-took time to answer questions.Prompt.Professional but not real friendly.No smile or welcoming.Contacted staff member:Raul/Oscar 1384 13th Street and Collins Avenue Jovanny 11/14/2018 11:29 PM 43 4.78 Source:WEB Comments:Friendly and professional.Jovanny was friendly,he greeted and provided a farewell.Also answered question correctly but did not explain answer in its entirety.Contacted staff member:Jovanny 1212 13th Street and Collins Avenue Oscar 11/18/2018 11:16 AM 48 4.80 Source:WEB Comments:Patient-took time to answer questions.Oscar greeted and provided correct information needed. Did not smile. Contacted staff member:Oscar 1587 13th Street and Collins Giovanni 11/23/2018 3:25 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 2705 13th Street and Collins Jackie 11/26/2018 11:25 PM 45 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Jackie answered very politely,asking how may she be of assistance with complete genuine interest.Contacted staff member:Jackie 2706 13th Street and Collins Lorey 12/5/2018 11:46 PM 45 5.00 Source:WEB Comments:Friendly and professional.Lorey was very friendly,had a positive attitude.She was willing to help.Very professional experience.Contacted staff member:Lorey 2707 13th Street and Collins Saray 12/9/2018 7:12 AM 42 4.20 Source:WEB Comments:Friendly and professional.Saray was very helpful.She just walked in and took no time to answer all my questions.She was very friendly and knowledgeable.She is nice and positive.Contacted staff member:Saray 2710 13th Street and Collins Esteban 12/21/2018 6:12 PM 43 4.78 Source:WEB Comments:No greeting,and no pleasantry.Professional.Patient-took time to answer questions.Contacted staff member:Esteban 3431 13th Street and Collins Isolay 12/25/2018 11:38 AM 45 5.00 Source:WEB Comments:Friendly and professional.Cheerful.Patient-took time to answer questions.Contacted staff member:Isolay 2717 13th Street and Collins Tylon 12/30/2018 3:42 AM 50 5.00 Source:WEB Comments:Friendly,professional,and took time to answer questions.Contacted staff member:Tylon 3444 13th Street and Collins Tony 12/31/2018 7:16 AM 50 5.00 1/24/2019 3:43:57 PM Page 4 of 22 MIAMI BEACH Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr1 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 13th Street and Collins Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Tony greeted me and answered the question of parking with a flat rate after 8 p.m.and to get there early because it will fill up fast.Tony was very nice and helpful.Contacted staff member: Tony Number of Shopping Experiences by Method: 19 Avg Score Sum: 91.41 Number of Reshopping Experiences by Method: 0 Average: 4.81 Number of Division Shopping Experiences: 19 Avg Score Sum: 91.41 Number of Division Reshopping Experiences: 0 Average: 4.81 Garage - 16th Street and Collins SHOPPING METHOD-In Person-Garage 1322 16th Street and Collins Jonathan 10/3/2018 3:48 AM 40 4.44 Source:WEB Comments:Friendly and professional.Contacted staff member:Jonathan 1849 16th Street and Collins Iris 10/9/2018 10:16 PM 49 4.90 Source:WEB Comments:Felt valued and appreciated.Iris greeted me answered my question.Provided great customer service but did not smile. Contacted staff member:Iris 2771 16th Street and Collins Danetre 10/11/2018 12:45 PM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Contacted staff member:Danetre 1611 16th Street and Collins Erick 10/14/2018 6:19 PM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.Erick was very helpful.Greeted appropriately,and provided an answer to my question.He reiterated for me to not hesitate in asking if I needed more assistance.Even though he was busy,he simultaneously assisted various patrons.Contacted staff member:Erick 1216 16th Street and Collins Ida 10/16/2018 9:55 AM 40 4.44 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Contacted staff member:Ida 1218 16th Street and Collins Usherry 10/22/2018 11:29 PM 40 4.44 Source:WEB Comments:Friendly and professional.Usherry was very helpful.Provided excellent customer service and answered all my questions.Asked if any additional help was needed and to not hesitate to press the button for any additional questions.Also thanked me for using a Miami Beach garage.Contacted staff member:Usherry 1398 16th Street and Collins Ronald 11/8/2018 5:26 PM 50 5.00 Source:WEB Comments:Friendly and professional.Well presented,gave all instructions and was very attentive to assist the customers. Contacted staff member:Ronald 1481 16th Street and Collins Giovanni 11/9/2018 3:52 AM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Courteous and willing to provide assistance.Contacted staff member:Giovanni 2737 16th Street and Collins Reshirley 11/13/2018 7:54 PM 45 5.00 Source:WEB Comments:Friendly and professional.Used initiative to assist and provide all information.Patient-took time to answer questions. Cheerful voice,very welcoming.Contacted staff member:Reshirley 1344 16th Street and Collins Jovany 11/14/2018 11:51 PM 45 5.00 Source:WEB Comments:Friendly and professional.Jovany greeted and provided a proper farewell.Answered and explained question.Very well spoken.Contacted staff member:Jovany 1340 16th Street and Collins Jovany 11/18/2018 11:38 AM 45 5.00 Source:WEB Comments:Friendly and professional.Very well spoken.Greeted and provided answers to my questions.Asked if any additional assistance was needed.Very satisfied.Contacted staff member:Jovany 1/24/2019 3:43:57 PM Page 5 of 22 MIAMI B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtrl ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 16th Street and Collins 1592 16th Street and Collins Giovanni 11/23/2018 3:54 AM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Used initiative to assist and provide all information. Contacted staff member:Giovanni 1594 16th Street and Collins Jackie 11/26/2018 11:47 PM 45 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Jackie helped with several questions that were all answered correctly.Continued to explain and elaborate on many options that garages offer.Very helpful experience and true genuine help provided.Contacted staff member:Jackie 2768 16th Street and Collins Jackie 12/9/2018 6:49 AM 45 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.She was eager to help and extremely knowledgeable. She answered every question with details.Contacted staff member:Jackie 2741 16th Street and Collins Johnathan 12/11/2018 3:58 AM 45 5.00 Source:WEB Comments:Very patient and knowledgeable.Contacted staff member:Johnathan 2739 16th Street and Collins Richardly 12/17/2018 6:55 PM 38 4.22 Source:WEB Comments:Extremely knowledgeable and went out of her way to help.Answered the intercom with protocol and answered all my questions.Contacted staff member:Richardly 2742 16th Street and Collins Esteban 12/21/2018 5:46 PM 44 4.89 Source:WEB Comments:Friendly and professional.No greeting.Patient-took time to answer questions.Contacted staff member:Esteban 2765 16th Street and Collins Raul 12/23/2018 2:13 PM 45 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Raul was very knowledgeable and patient.He answered all my questions and was very respectful.Contacted staff member:Raul 3459 16th Street and Collins Aria 12/25/2018 12:01 PM 45 5.00 Source:WEB Comments:Friendly and professional.Used initiative to assist and provide all information.Patient-took time to answer questions. Contacted staff member:Aria 3470 16th Street and Collins Evies 12/29/2018 3:56 PM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Evies assisted me with obtaining a receipt.Asked me how my day was.Thanked me and gave me a wink too. Evies was very pleasant.Contacted staff member:Evies 2761 16th Street and Collins Marie 12/30/2018 3:58 AM 50 5.00 Source:WEB Comments:Extremely knowledgeable and provided tons of help and information.Contacted staff member:Marie 3478 16th Street and Collins Esteban 12/31/2018 7:55 AM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Esteban took time to research the question of a flat rate parking for the 16th Street Garage.He advised it was still pending for this garage but if it does go flat rate it will be$15.Contacted staff member:Esteban Number of Shopping Experiences by Method: 22 Avg Score Sum: 107.3 4 Number of Reshopping Experiences by Method: 0 Average: 4.88 Number of Division Shopping Experiences: 22 Avg Score Sum: 107.3 4 Number of Division Reshopping Experiences: 0 Average: 4.88 Garage - 17th Street and Meridian Court SHOPPING METHOD-In Person-Garage 1815 17th Street and Meridian Court Jasen 10/3/2018 1:00 AM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Jasen 1314 17th Street and Meridian Court Marie 10/5/2018 5:24 PM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Very knowledgeable.Great attitude.Contacted staff member:Marie 1487 17th Street and Meridian Court Demitria 10/9/2018 8:50 PM 39 4.33 Source:WEB Comments:Felt valued and appreciated.Demitria provided accurate information.Answered my question.Did not greet.Contacted staff member:Demitria 1/24/2019 3:43:58 PM Page 6 of 22 MIAMI B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr1 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 1429 17th Street and Meridian Court Denise 10/11/2018 3:30 PM 45 5.00 Source:WEB Comments:Friendly and professional.Contacted staff member:Denise 1489 17th Street and Meridian Court Giovanny 10/14/2018 5:02 PM 40 4.44 Source:WEB Comments:Patient-took time to answer questions.Giovanny was very patient;took time to listen carefully to my question. Explained carefully until I understood answer and ask if satisfied with his response.Offered more options to resolve my questions. Contacted staff member:Giovanny 3508 17th Street and Meridian Court Esteban 10/16/2018 8:36 AM 39 4.33 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.No"thank you"when ending the conversation. Contacted staff member:Esteban 1424 17th Street and Meridian Court Melissa 10/16/2018 8:38 AM 50 5.00 Source:WEB Comments:Friendly and professional.Used initiative to assist and provide all information.Went above and beyond,provided more information than I had initially requested,and even asked if I wanted the phone number to the office.Contacted staff member: Melissa 1645 17th street and Meridian Court Usherry 10/22/2018 8:18 PM 40 4.44 Source:WEB Comments:Friendly and professional.Usherry was very nice.She gave excellent customer service.You can feel the smiling through the intercom.Contacted staff member:Usherry 1647 17th Street and Meridian Court Danisha 10/28/2018 8:24 PM 46 4.60 Source:WEB Comments:Patient-took time to answer questions.Danisha was at the booth assisting vehicle patrons.I asked for assistance and was greeted,helped and question was answered.She did not smile.Contacted staff member:Danisha 1312 17th Street and Meridian Court Esteban 10/29/2018 8:25 AM 44 4.89 Source:WEB Comments:Answered the call promptly.Professional and answered questions.Did not greet.Contacted staff member:Esteban 2775 17th Street and Meridian Court Maria 10/31/2018 4:56 PM 50 5.00 Source:WEB Comments:Friendly and professional.Prompt.Polite.Answered my question in a way I could understand.Contacted staff member: Maria 2776 17th Street and Meridian Court Jonathan 11/4/2018 8:14 PM 31 3.44 Source:WEB Comments:Felt valued and appreciated.Jonathan did not greet or provide a farewell,just answered questions accurately and correctly.Did not seem interested to assist,just to provide knowledgeable answers to questions.Contacted staff member:Jonathan 9019 17th Street and Meridian Court Hayde 39 4.33 2776 1 11/5/2018 Source:WEB Comments:Patient-took time to answer questions.Hayde did not greet or provide a farewell.Did assist a great deal on several questions.Very prompt to provide answers.Contacted staff member:Hayde 2796 17th Street and Meridian Court Giovanni 11/9/2018 1:02 AM 45 5.00 Source:WEB Comments:Friendly and professional.Felt valued and appreciated.Took his time to provide detailed information.Contacted staff member:Giovanni 2779 17th Street and Meridian Court Oscar 11/10/2018 4:39 PM 45 5.00 Source:WEB Comments:Prompt.knowledgable.Professional attitude.Patient-took time to answer questions.Contacted staff member:Oscar 2793 17th Street and Meridian Court Ida 11/13/2018 4:16 PM 41 4.56 Source:WEB Comments:Prompt.Friendly tone,welcoming.Asked a questions and half way through her reply her voice lowered,and it was hard to understand.Not sure she knew part of the answer.Patient-took time to answer questions.Contacted staff member:Ida 2788 17th Street and Meridian Court Rochelly 11/14/2018 8:24 PM 48 4.80 Source:WEB Comments:Friendly and professional.Rochelly was very happy to assist me and provided great customer service but unfortunely did not greet.Contacted staff member:Rochelly 2807 17th Street and Meridian Court Wilda 11/16/2018 9:06 AM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.Wilda was very nice,greeted and helped with a question.Displayed a genuine interest to help.Contacted staff member:Wilda 3497 17th Street and Meridian Court Jonathan 11/17/2018 12:44 AM 43 4.78 Source:WEB Comments:Thank you but no pleasantry. Patient-took time to answer questions.Contacted staff member:Jonathan 3503 17th Street and Meridian Court Rochely 11/18/2018 8:30 AM 43 4.78 Source:WEB Comments:Friendly and professional.Rochely was very friendly.Provided great customer service and overall had a lot of knowledge on the answer to the question asked,but no greeting.Contacted staff member:Rochely 1/24/2019 3:43:58 PM Page 7 of 22 MIAMI B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr1 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 3510 17th Street and Meridian Court Jasen 11/23/2018 1:02 AM 50 5.00 Source:WEB Comments:Friendly and professional.Very knowledgeable.Contacted staff member:Jasen 3515 17th Street and Meridian Court Joseph 11/26/2018 8:25 PM 47 4.70 Source:WEB Comments:Patient-took time to answer questions.Jose greeted,provided customer service,and answered question correctly but did not smile.Contacted staff member:Jose 3521 17th Street and Meridian Court Wilma 11/29/2018 8:25 AM 40 4.44 Source:WEB Comments:Waited 20 seconds,then put on hold for about 30 seconds more.Did not know the correct answer,but she was very polite.Also,she seemed a bit rushed.Asked if I needed anything else at the end.Contacted staff member:Wilma 3528 17th Street and Meridian Court Shawna 12/2/2018 4:50 PM 35 3.50 Source:WEB Comments:Friendly and professional.She was pretty busy and was kind to customers.Shawna was at the entrance assisting customers exiting the garage,and it took approximately 4 minutes for me to reach the gate.I asked her a question,and she did not know the answer;she had to ask first and then provide the information to me.Took time to answer my question.She also did not have an ID visible.Contacted staff member:Shawna 9361 17th Street and Meridian Court Maite 44 4.89 3528 1 12/4/2018 Source:WEB Comments:Patient-took time to answer questions.Maite explained answer to question,very knowledgeable.Contacted staff member:Maite 3814 17th Street and Meridian Court Richarly 12/8/2018 10:41 AM 38 4.22 Source:WEB Comments:Friendly and professional.Has a nice way of answering questions.Contacted staff member:Richarly 3820 17th Street and Meridian Court Jackie 12/9/2018 4:59 AM 45 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.She is very knowledgeable,positive and patient. Contacted staff member:Jackie 3832 17th Street and Meridian Court Johnathan 12/11/2018 1:27 AM 45 5.00 Source:WEB Comments:Courteous and willing to provide assistance.Felt valued and appreciated.Contacted staff member:Johnathan 3819 17th Street and Meridian Court Maria 12/13/2018 12:29 PM 44 4.89 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Did not provide any sort of greeting,just"can I help you".Contacted staff member:Maria 3815 17th Street and Meridian Court Maria 12/16/2018 9:07 PM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Maria approached with a great big smile,greeting with genuine interest to help.She offered many options to my question,and explained each example.Very professional experience. Contacted staff member:Maria 3823 17th Street and Meridian Court Esteban 12/19/2018 8:25 AM 44 4.89 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Extremely knowledgeable and went out of his/her way to help.No greeting,just"can I help you?".Contacted staff member:Esteban 3817 17th Street and Meridian Court Ida/Angel 12/21/2018 4:33 PM 50 5.00 Source:WEB Comments:Exceptional service as a team.Ida was prompt,very fast and kept me informed.Friendly and professional.Extremely knowledgeable and went out of his/her way to help.Angel even pulled me a receipt,which I forgot to ask for.Contacted staff member:Ida/Angel 3838 17th Street and Meridian Court Maria 12/23/2018 3:37 PM 41 4.10 Source:WEB Comments:Friendly and professional.Maria was nice and respectful.We had trouble communicating at first but once we slowed down and took our time,every thing was understandable.She was very helpful.Contacted staff member:Maria 3828 17th Street and Meridian Court Esteban 12/25/2018 8:22 AM 42 4.67 Source:WEB Comments:Sounded tired.No greeting and no welcome.Professional.Patient-took time to answer questions.Contacted staff member:Esteban 3822 17th Street and Meridian Court Jovani 12/29/2018 4:09 PM 45 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his way to help.There was a sign that read"Parking garage full on Pennsylvania Street entrance,park by Parking card only".I asked Jovani how to get one.He explained in detail with pricing and offered the phone number.Very knowledgeable and friendly.Contacted staff member:Jovani 3826 17th Street and Meridian Court Angel 12/30/2018 1:06 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:Angel 1/24/2019 3:43:58 PM Page 8 of 22 MIAMI B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr1 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 3816 17th Street and Meridian Court Jackie 12/31/2018 4:19 AM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Jackie was pleasant and answered the question about the special event pricing and she continued on with the hourly rate for New Year's Eve.She asked if I needed anything else.Wished me a nice day.Contacted staff member:Jackie Number of Shopping Experiences by Method: 37 Avg Score Sum: 174.0 3 Number of Reshopping Experiences by Method: 2 Average: 4.70 Number of Division Shopping Experiences: 37 Avg Score Sum: 174.0 3 Number of Division Reshopping Experiences: 2 Average: 4.70 Garage - 17th Street and Pennsylvania SHOPPING METHOD-In Person-Garage 1826 17th Street and Pennsylvania Jonathan 10/3/2018 1:00 AM 40 4.44 Source:WEB Comments:Exceptional service.Contacted staff member:Jonathan 1838 17th Street and Pennsylvania Lori 10/5/2018 5:11 PM 50 5.00 Source:WEB Comments:Friendly and professional.Very polite.Asked if there was anything else she could help me with.Contacted staff member:Lori 1237 17th Street and Pennsylvania Demitria 10/9/2018 8:53 PM 39 4.33 Ave Source:WEB Comments:Felt valued and appreciated.Demitria answered promptly and accurately,but did not greet.Contacted staff member: Demitria 1309 17th Street and Pennsylvania Esteban 10/11/2018 3:42 PM 45 5.00 Ave Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Contacted staff member:Esteban 1505 17th Street and Pennsylvania Esteban 10/16/2018 8:58 AM 40 4.44 Ave Source:WEB Comments:Friendly and professional.Courteous and willing to provide assistance.Very courteous and respectful.Asked if there was anything else he could help me with.Contacted staff member:Esteban 1624 17th Street and Pennsylvania Raul 10/22/2018 8:21 PM 40 4.44 Source:WEB Comments:Patient-took time to answer questions.Raul was very patient at describing a certain question that pertained to this garage.He made sure that I fully understood his answer and asked if I had any additional questions.Contacted staff member:Raul 1329 17th Street and Pennsylvania Lorey 10/28/2018 8:32 PM 39 4.33 Ave Source:WEB Comments:Felt valued and appreciated.Lorey provided name but no greeting.I asked a question and answer was correctly given, and further assistance was offered.No farewell.Contacted staff member:Lorey 1315 17th Street and Pennsylvania Ida 10/29/2018 9:33 AM 41 4.56 Ave Source:WEB Comments:Prompt.Answered"no"to one of my questions,but did not say why I would not be able to.No initial greeting. Professional.Contacted staff member:Ida 1401 17th Street and Pennsylvania Maria 10/31/2018 5:20 PM 45 5.00 Ave Source:WEB Comments:Friendly easy to talk to.Professional.Prompt.Knew the information I inquired about.Contacted staff member:Maria 1321 17th Street and Pennsylvania Oscar 11/4/2018 8:30 PM 42 4.67 Ave Source:WEB Comments:Friendly and professional.Oscar gave both greeting and farewell.Was very precise on answers to question,and provided great service.Seemed to be in a hurry though,but very professional overall.Contacted staff member:Oscar 1323 17th Street and Pennsylvania Aide 11/5/2018 12:33 PM 40 4.44 Ave Source:WEB Comments:Patient-took time to answer questions.Aide did not greet,but provided a farewell.Explained her answers.Asked if any additional assistance was required.Contacted staff member:Aide 2812 17th Street and Pennsylvania Giovanni 11/9/2018 1:06 AM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Very courteous and friendly.Contacted staff member:Giovanni 1238 17th Street and Pennsylvania Denise 11/10/2018 5:07 PM 50 5.00 Ave Source:WEB Comments:Prompt.Pleasant to talk to.Friendly and professional.Patient-took time to answer questions.Went out of his/her way to help.Contacted staff member:Denise 1/24/2019 3:43:58 PM Page 9 of 22 MIAMI B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr1 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 17th Street and Pennsylvania 2824 17th Street and Pennsylvania Ida 11/13/2018 4:44 PM 44 4.89 Source:WEB Comments:Patient-took time to answer questions.Prompt.Professional attitude.Did not know the answer to my question off the top of her head,had to think about it for a while.Contacted staff member:Ida 2818 17th Street and Pennsylvania Rochelly 11/14/2018 8:44 PM 41 4.56 Source:WEB Comments:Friendly and professional.Rochelly assisted with my question asked,delivered the explanation needed,but did not greet nor provide a farewell.Contacted staff member:Rochelly 2833 17th Street and Pennsylvania Aide 11/16/2018 9:32 AM 41 4.56 Source:WEB Comments:Aide was direct.Did not greet or provide a farewell.She was patient though,and answered my questions.Contacted staff member:Aide 2836 17th Street and Pennsylvania Steve 11/17/2018 1:10 AM 50 5.00 Source:WEB Comments:Exceptional service.Provided a lot of detailed information.Contacted staff member:Steve 2839 17th Street and Pennsylvania Steve 11/18/2018 8:50 AM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Steve showed great skills by taking the initiative to assist me while multitasking with other customers.Delivered very good customer service and did an incredible job at explaining the answer to various aspects of the question asked,professional experience.Contacted staff member:Steve 2846 17th Street and Pennsylvania Aide/Vershirley 11/20/2018 12:23 PM 42 4.20 Source:WEB Comments:Friendly and professional.It was vey hard to understand over the intercom her explanation but I made out what she was saying to me.Overall she was kind and answered with protocol.Contacted staff member:Aide/Vershirley 3538 17th Street and Pennsylvania Steve 11/23/2018 1:03 AM 50 5.00 Source:WEB Comments:Friendly and courteous.Provided a lot of information.Contacted staff member:Steve 3539 17th Street and Pennsylvania Wilma 11/29/2018 8:47 AM 41 4.56 Source:WEB Comments:Polite and professional.She wasn't very clear with her response so I had to ask her again.Contacted staff member: Wilma 3532 17th Street and Pennsylvania Esteban 12/3/2018 2:06 PM 38 4.22 Source:WEB Comments:Friendly and professional.Esteban has great communications skills and provided great assistance.Contacted staff member:Esteban 3544 17th Street and Pennsylvania Maria 12/4/2018 1:25 PM 45 5.00 Source:WEB Comments:Courteous and willing to provide assistance.Maria greeted me professionally.She was eager to help,and extremely knowledgeable and patient to describe complete answer to question.Contacted staff member:Maria 3550 17th Street and Pennsylvania Rochely 12/5/2018 9:49 PM 44 4.89 Source:WEB Comments:Friendly and professional.Did not greet.Rochely was very helpful on providing information.Was very thankful at the end.Contacted staff member:Rochely 3559 17th Street and Pennsylvania Jackie 12/9/2018 4:40 AM 45 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Jackie was very helpful and knowledgeable.She answered my question right away and provided me with extra information that I needed to know.She had a very positive attitude. Contacted staff member:Jackie 3561 17th Street and Pennsylvania Johnathan 12/11/2018 1:26 AM 45 5.00 Source:WEB Comments:Took his time to answer every question and offered additional assistance.Contacted staff member:Johnathan 3888 17th Street and Pennsylvania Maria 12/13/2018 12:57 PM 44 4.89 Ave Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Contacted staff member:Maria 3884 17th Street and Pennsylvania Fernando 12/16/2018 9:35 PM 48 4.80 Ave Source:WEB Comments:Used initiative to assist and provide all information.Fernando was very fast and responsive.Had a great deal of knowledge.Did not smile.Contacted staff member:Fernando 3890 17th Street and Pennsylvania Esteban 12/19/2018 8:53 AM 50 5.00 Ave Source:WEB Comments:Above and beyond expectations.Exceptional service.Spot on.Friendly and cheerful.Went out of his way provide additional information.Professional attitude.Felt valued and appreciated.Contacted staff member:Esteban 3885 17th Street and Pennsylvania Ida 12/21/2018 4:57 PM 45 5.00 Ave Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member:Ida 1/24/2019 3:43:58 PM Page 10 of 22 MIAMI B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr1 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 17th Street and Pennsylvania 3892 17th Street and Pennsylvania Maria 12/23/2018 3:10 PM 42 4.20 Ave Source:WEB Comments:Friendly and professional.Maria was very nice.She answered my questions to the best of her knowledge.When she did not have an answer,she asked someone and got me the correct answers.She is very helpful.Contacted staff member:Maria 3893 17th Street and Pennsylvania Esteban 12/25/2018 8:38 AM 44 4.89 Ave Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Did thank me at the end of the interaction.Contacted staff member:Esteban 3898 17th Street and Pennsylvania Shannon V 12/29/2018 12:40 PM 48 4.80 Ave Source:WEB Comments:Friendly and professional.Shannon was helpful in determining the reason for the fee for parking.He said it was due to an event and that's why it's a flat rate.He wished me a good day.Contacted staff member:Shannon V 3894 17th Street and Pennsylvania Steve 12/30/2018 1:07 AM 50 5.00 Ave Source:WEB Comments:Well mannered,friendly and polite.Patient-took time to answer questions.Contacted staff member:Steve 3889 17th Street and Pennsylvania Jackie 12/31/2018 4:38 AM 42 4.67 Ave Source:WEB Comments:Friendly and professional.Jackie was not able to answer my question,but was very pleasant.Contacted staff member: Jackie Number of Shopping Experiences by Method: 35 Avg Score Sum: 165.7 8 Number of Reshopping Experiences by Method: 0 Average: 4.74 Number of Division Shopping Experiences: 35 Avg Score Sum: 165.7 8 Number of Division Reshopping Experiences: 0 Average: 4.74 Garage - 18th Street and Meridian SHOPPING METHOD-In Person-Garage 1828 18th Street and Meridian Jonathan 10/3/2018 1:02 AM 50 5.00 Source:WEB Comments:Exceptional service.Used initiative to assist and provide all information.Contacted staff member:Jonathan 1263 18th Street and Meridian Ave Gram 10/5/2018 5:49 PM 43 4.78 Source:WEB Comments:Friendly.Hard to hear with AC running across street.We had to talk very loudly.Professional.Contacted staff member: Gram 1830 18th Street and Meridian Demitria 10/9/2018 8:48 PM 49 4.90 Source:WEB Comments:Felt valued and appreciated.Demitria was very informative on her answer to my question.Did not provide a proper greeting.Contacted staff member:Demitria 1843 18th Street and Meridian Giovanny 10/14/2018 5:14 PM 40 4.44 Source:WEB Comments:Friendly and professional.Giovanny gave a great greeting.Provided a good amount of information,and discussed procedures.Very courteous.Contacted staff member:Giovanny 1408 18th Street and Meridian Ave Esteban 10/16/2018 9:26 AM 40 4.44 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Even when I asked him to clarify his response,he was still patient.Contacted staff member:Esteban 1617 18th Street and Meridian Ave Usherry 10/22/2018 8:44 PM 40 4.44 Source:WEB Comments:Friendly and professional.Usherry was extremely genuine and friendly.Very concerned to make sure I was helped correctly.Very professional.Contacted staff member:Usherry 1618 18th Street and Meridian Jackie 10/28/2018 8:59 PM 43 4.78 Source:WEB Comments:Used initiative to assist and provide all information.Jackie greeted and provided accurate service.Incorporated a positive attitude.Asked if further assistance was needed,and thanked for using Miami Beach garage system.Seemed rushed. Nevertheless all information was correct.Contacted staff member:Jackie 1517 18 Street and Meridian Esteban 10/29/2018 9:04 AM 42 4.67 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Friendly and professional.Contacted staff member: Esteban 1515 18 Street and Meridian Esteban 10/29/2018 9:06 AM 43 4.78 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Professional.Hard to talk or hear a lot of noise.Prompt. Did not provide a greeting when answering the call.Contacted staff member:Esteban 1/24/2019 3:43:59 PM Page 11 of 22 MIAMI B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr1 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 18th Street and Meridian 1268 18th Street and Meridian Ave Lori 10/31/2018 5:42 PM 44 4.89 Source:WEB Comments:Friendly.Professional.Took a while for someone to pickup.Answered correctly,and used a welcoming and cheerful tone.Contacted staff member:Lori 3577 18th Street and Meridian Jonathan 11/4/2018 8:57 PM 31 3.44 Source:WEB Comments:Felt valued and appreciated.Jonathan did not greet or provide a farewell.Answered question bluntly,and did not explain answer;just gave the correct one.Did not seem interested in providing additional assistance.Contacted staff member: Jonathan 9021 18th Street and Meridian Maria 45 5.00 3577 1 11/5/2018 Source:WEB Comments:Friendly and professional.Maria was very nice.Answered my questions.Great interaction;was professional and showed genuine interest in helping.Contacted staff member:Maria 1229 18th Street and Meridian Ave Giovanni 11/9/2018 1:07 AM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Very patient and answered all my questions.Contacted staff member:Giovanni 1230 18th Street and Meridian Ave Oscar 11/10/2018 5:27 PM 50 5.00 Source:WEB Comments:Prompt.Patient-took time to answer questions.Professional.Contacted staff member:Oscar 2852 18th Street and Meridian Maria 11/13/2018 5:08 PM 45 5.00 Source:WEB Comments:Professional.Prompt.Friendly and easy to talk to.Knowledgable.Patient-took time to answer questions.Used initiative to assist and provide all information.Contacted staff member:Maria 1274 18th Street and Meridian Ave Rochelly 11/14/2018 9:00 PM 44 4.89 Source:WEB Comments:Friendly and professional.Rochelly greeted me professionally and was very informative,and very detailed.Did not provide a farewell.Contacted staff member:Rochelly 2854 18th Street and Meridian Aide 11/16/2018 9:53 AM 43 4.78 Source:WEB Comments:Patient-took time to answer questions.Explained payment options in great detail.Did not greet or provide a farewell. Contacted staff member:Aide 2856 18th Street and Meridian Richerly 11/18/2018 9:07 AM 43 4.78 Source:WEB Comments:Friendly and professional.Richerly was very helpful.Provided customer service,answered question correctly,and explained it very well,as well very good overall professional experience.Unfortunately no greeting.Contacted staff member: Richerly 2863 18th Street and Meridian Aide 11/20/2018 12:15 PM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Aide greeted with protocol and answered my questions. Contacted staff member:Aide 2868 18th Street and Meridian Giovanni 11/23/2018 1:05 AM 50 5.00 Source:WEB Comments:Felt valued and appreciated.Used initiative to assist and provide all information.Patient-took time to answer questions. Contacted staff member:Giovanni 2865 18th Street and Meridian Rochely 11/26/2018 9:02 PM 43 4.78 Source:WEB Comments:Friendly and professional.Answered with"how can I help you".Helped me with all my questions.Contacted staff member:Rochely 2881 18th Street and Meridian Wilma 11/29/2018 9:18 AM 44 4.89 Source:WEB Comments:Prompt and professional.Patient-took time to answer questions.Contacted staff member:Wilma 2866 18th Street and Meridian Maria 12/3/2018 1:35 PM 41 4.10 Source:WEB Comments:Patient-took time to answer questions.Gave quick review on the garage and on its 24hrs schedule.Contacted staff member:Maria 2871 18th Street and Meridian Aide 12/4/2018 2:13 PM 45 5.00 Source:WEB Comments:Friendly and professional.Aide was friendly,and provided correct information.Thanked me and wished me a nice day at the end.Contacted staff member:Aide 2875 18th Street and Meridian Lorey 12/5/2018 10:14 PM 1 1.00 Source:WEB Comments:Took a while for the call to be picked up.Extremely knowledgeable and went out of his/her way to help.Lorey was extremely well spoken.Very professional.Answered questions and asked if there was anything else she could assist with at the end. CI'-2 Not prompt 10 plus minutes-.Contacted staff member:Lorey 3565 18th Street and Meridian Aide 12/8/2018 11:22 AM 38 4.22 Source:WEB Comments:Aide was very nice and attentive.Gave proper instructions and provided rates and times.Contacted staff member:Aide 1/24/2019 3:43:59 PM Page 12 of 22 • MIAMI BEACH Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr1 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 18th Street and Meridian 3582 18th Street and Meridian Jackie 12/9/2018 5:39 AM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.I walked up to the help desk and I met Jackie.She was very positive and helpful.She provided me with correct information and she answered all my questions with confidence.Contacted staff member:Jackie 9420 18th Street and Meridian Johnathan 50 5.00 2875 1 12/11/2018 Source:WEB Comments:Very friendly and have good customer service.Patient-took time to answer questions.Contacted staff member: Johnathan 3583 18th Street and Meridian Esteban 12/13/2018 2:01 PM 44 4.89 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.No greeting at the beginning.Contacted staff member:Esteban 3570 18th Street and Meridian Oscar 12/16/2018 9:58 PM 43 4.78 Source:WEB Comments:Patient-took time to answer questions.Oscar was very patient.Assisted me and several others at the same time. Answered all questions correctly,and also took time to explain all answers as well.Did not greet at the beginning of the interaction. Contacted staff member:Oscar 3909 18th Street and Meridian Ave Esteban 12/19/2018 9:22 AM 45 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Used initiative to assist and provide all information. Did not know answer but gave what he knew.Contacted staff member:Esteban 3902 18th Street and Meridian Ave Raul 12/21/2018 5:16 PM 41 4.56 Source:WEB Comments:No greeting.No address or direction given for location of parking office in this very same building.Contacted staff member:Raul 3901 18th Street and Meridian Ave Rochelli 12/23/2018 2:41 PM 50 5.00 Source:WEB Comments:Friendly and professional.Rochelli was very helpful and knowledgeable.She was patient and very nice.She knew the answer to every question I had and showed me how to work the machine.Contacted staff member:Rochelli 3903 18th Street and Meridian Ave Raul 12/29/2018 1:01 PM 44 4.89 Source:WEB Comments:Used initiative to assist and provide all information.Raul was helpful in determining which parking garages were a flat rate and at what time,and looked up the events.Raul was pleasant and asked if I could help me with anything else.Contacted staff member:Raul 3912 18th Street and Meridian Ave Eduardo 12/30/2018 1:10 AM 50 5.00 Source:WEB Comments:Was able to provide me with valuable information.Used initiative to assist and provide all information.Contacted staff member:Eduardo 3907 18th Street and Meridian Ave Jackie 12/31/2018 5:02 AM 45 5.00 Source:WEB Comments:Friendly and professional.Very sweet and answered my question.Contacted staff member:Jackie Number of Shopping Experiences by Method: 36 Avg Score Sum: 168.1 1 Number of Reshopping Experiences by Method: 2 Average: 4.67 Number of Division Shopping Experiences: 36 Avg Score Sum: 168.1 1 Number of Division Reshopping Experiences: 2 Average: 4.67 Garage - 1900 Bay Rd SHOPPING METHOD-In Person-Garage 1243 1900 Bay Rd Jonathan 10/3/2018 1:56 AM 40 4.44 Source:WEB Comments:Courteous and willing to provide assistance.Used initiative to assist and provide all information.Contacted staff member:Jonathan 3594 1900 Bay Rd Lori 10/5/2018 7:48 PM 45 5.00 Source:WEB Comments:Friendly and professional.Contacted staff member:Lori 1845 1900 Bay Rd Sorey 10/9/2018 9:53 PM 50 5.00 Source:WEB Comments:Exceptional service.Sorey approached me before I arrived offering to help.Greeted,and answered all my questions. Very professional and thorough in her explanations.Contacted staff member:Sorey 1347 1900 Bay Rd,Sunset Harbour Solet 10/14/2018 6:01 PM 49 4.90 Source:WEB Comments:Felt valued and appreciated.Solet greeted properly.Displayed great attention to detail.Assisted me throughout the interaction.However,she did not smile.Contacted staff member:Solet 1/24/2019 3:43:59 PM Page 13 of 22 MIAMI B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtrl ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 1900 Bay Rd 1511 1900 Bay Rd,Sunset Harbour Maria 10/16/2018 11:54 AM 44 4.89 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Extremely knowledgeable and went out of his/her way to help.Contacted staff member:Maria 1572 1900 Bay Rd Michaelson 10/22/2018 9:30 PM 48 4.80 Source:WEB Comments:Felt valued and appreciated.Michaelson greeted and answered my question promptly.Provided good customer service. Did not smile.Contacted staff member:Michaelson 1573 1900 Bay Rd Jorge 10/28/2018 10:02 PM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Jorge was excited to help me.Greeted and asked how my experience with the Miami Beach garage had been so far.Willing to help and provide assistance.Answered my question step by step.Assisted with everything,including payment. Provided feedback on how to save time next time I were to use the garage.Gave a salutation at the end with a smile and thank you.Contacted staff member:Jorge 1437 1900 Bay Rd,Sunset Harbour Steve 10/29/2018 10:47 AM 50 5.00 Source:WEB Comments:Exceptional service.At the gate when I approached.Greeted me,and answered with manners.Friendly,pleasure to talk to.Asked if he could do anything else.Contacted staff member:Steve 3596 1900 Bay Rd Maria 10/31/2018 6:49 PM 45 5.00 Source:WEB Comments:Friendly cheerful.Professional.Patiently answered.Knowledgeable and answered all questions.Contacted staff member:Maria 1432 1900 Bay Rd,Sunset Harbour Solet 11/4/2018 9:52 PM 48 4.80 Source:WEB Comments:Felt valued and appreciated.Solet gave answers to questions.Explained all possible alternative options.Good customer service.Did not greet.Contacted staff member:Solet 1241 1900 Bay Rd Steve 11/5/2018 2:18 PM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Steve was outstanding.Very polite,ecstatic to assist. Approached offering me help with a great big smile.Greeted with genuine sincerity.Answered all questions.Did absolutely everything to satisfy.Exceptional experience.Contacted staff member:Steve 1575 1900 Bay Rd Giovanni 11/9/2018 2:01 AM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Contacted staff member:Giovanni 1336 1900 Bay Rd Oscar 11/10/2018 6:37 PM 45 5.00 Source:WEB Comments:Prompt to pickup.Used initiative to assist and provide all information.Professional.Contacted staff member:Oscar 2911 1900 Bay Rd Maria 11/13/2018 5:41 PM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Polite and had a positive attitude.Friendly and professional.Contacted staff member:Maria 1343 1900 Bay Rd Steve 11/14/2018 9:52 PM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her to way to help.Steve greeted and provided assistance.He explained the answer to my question.Multitasked and assisted other customers all with a great big smile.Thanked me for using Miami Beach garages.Very professional experience.Contacted staff member:Steve 2883 1900 Bay Rd Karina 11/16/2018 10:46 AM 50 5.00 Source:WEB Comments:Friendly and professional.Karina gave attention to detail.Acknowledged me as soon as I arrived,and asked how I could be assisted.Displayed true interest in helping.Provided excellent customer service all at the same time while smiling from beginning to end.Very professional.Contacted staff member:Karina 2885 1900 Bay Rd Sarai 11/18/2018 9:51 AM 50 5.00 Source:WEB Comments:Friendly and professional.Sarai greeted with a great big smile.Very happy to assist.Provided excellent customer service,answered all questions,correctly addressed,and described additional options to answers as well.Very positive experience and genuinely professional at the same time.Contacted staff member:Sarai 2893 1900 Bay Rd Michaelson 11/26/2018 9:49 PM 48 4.80 Source:WEB Comments:Felt valued and appreciated.Did not smile.Eve though he was helping other customers,he acknowledged me and answered all my questions.Contacted staff member:Michaelson 3605 1900 Bay Rd Esteban 11/29/2018 10:31 AM 44 4.89 Source:WEB Comments:Professional and prompt.Patient-took time to answer questions.Used initiative to assist and provide all information. Contacted staff member:Esteban 2899 1900 Bay Rd Richerly 12/2/2018 7:19 PM 42 4.20 Source:WEB Comments:Friendly and professional.Very helpful,provided proper information.Contacted staff member:Richerly 1/24/2019 3:43:59 PM Page 14 of 22 MIAMI BEACH Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr1 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 1900 Bay Rd 2900 1900 Bay Rd Esteban 12/3/2018 12:40 PM 38 4.22 Source:WEB Comments:Friendly and professional Courteous and willing to provide assistance.Answered promptly and was cheerful.Contacted staff member:Esteban 2903 1900 Bay Rd Soray 12/4/2018 3:34 PM 50 5.00 Source:WEB Comments:Above and beyond expectations.Soray greeted with big smile was very helpful.Willing to assist.Went out of her way to complete payment process.Very professional.Contacted staff member:Soray 2904 1900 Bay Rd Steve 12/5/2018 8:54 PM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Smiled throughout the entire experience.Knew about the event going on.Contacted staff member:Steve 3598 1900 Bay Rd Richarly 12/8/2018 8:21 AM 38 4.22 Source:WEB Comments:Friendly and professional Patient-took time to answer questions.Was greeted and kindly answered.She provided good service and is eager to respond.Contacted staff member:Richarly 2915 1900 Bay Rd Susanna 12/9/2018 5:57 AM 45 4.50 Source:WEB Comments:Friendly and professional.Susanna was very friendly and helpful.When she did not know the answer to my question she took the time to find out for me.She had a very welcoming attitude.Contacted staff member:Susanna 3619 1900 Bay Rd Lori 12/9/2018 6:11 PM 45 5.00 Source:WEB Comments:Friendly and professional.I asked Lori if I could pay with cash,she advised I could at the kiosk.She asked if she could answer any questions.Very polite and helpful.Contacted staff member:Lori 3612 1900 Bay Rd Johnathan 12/11/2018 1:55 AM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Extremely knowledgeable and went out of his/her way to help. Contacted staff member:Johnathan 3916 1900 Bay Rd Katrina 12/13/2018 2:38 PM 49 4.90 Source:WEB Comments:Friendly and professional.Busy at exit gate machine.She helped me and cars exiting at same time,still smiling.Used initiative to assist and provide all information.Patient-took time to answer questions.Contacted staff member:Katrina 3617 1900 Bay Rd Susana 12/16/2018 10:54 PM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.Susana was prepping to end her shift but she gladly stopped and wanted to assist.Great enthusiasm.Answered all my questions in great detail.Contacted staff member:Susana 3626 1900 Bay Rd Oscar 12/17/2018 5:49 PM 38 4.22 Source:WEB Comments:Extremely knowledgeable and went out of his way to help.Answered with protocol.Gave accurate information to my inquiry.Contacted staff member:Oscar 3914 1900 Bay Rd Esteban 12/19/2018 10:28 AM 44 4.89 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Used initiative to assist and provide all information. Friendly and professional.Patient-took time to answer questions.Looked up information for me.Exceptional service.Contacted staff member:Esteban 3917 1900 Bay Rd Ida 12/25/2018 10:13 AM 45 5.00 Source:WEB Comments:Friendly and professional.Had to be put on hold.Patient-took time to answer questions.Contacted staff member:Ida 3919 1900 Bay Rd Ida 12/29/2018 2:23 PM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Helpful in explaining the parking app phone for residential discounts in the parking garages.She asked if she could help me with anything else and then wished me a good day.Very nice.Contacted staff member:Ida 3915 1900 Bay Rd Johnathan 12/30/2018 2:01 AM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Felt valued and appreciated.Courteous and willing to provide assistance. Contacted staff member:Johnathan 3918 1900 Bay Rd Susannah 12/31/2018 5:53 AM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Susannah was very nice and helpful and encouraged me to park there and take the trolley down to the fireworks show and avoid all the congestion of traffic.She also wished me a happy New Year.Contacted staff member:Susannah Number of Shopping Experiences by Method: 35 Avg Score Sum: 169.6 8 Number of Reshopping Experiences by Method: 0 Average: 4.85 Number of Division Shopping Experiences: 35 Avg Score Sum: 169.6 8 1/24/2019 3:44:00 PM Page 15 of 22 MIAMI BEACH Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr1 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Number of Division Reshopping Experiences: 0 Average: 4.85 Garage - 42nd Street and Sheridan SHOPPING METHOD-In Person-Garage 1820 42nd Street and Sheridan Jonathan 10/3/2018 1:26 AM 40 4.44 Source:WEB Comments:Exceptional service.Contacted staff member:Jonathan 1831 42nd Street and Sheridan Lori 10/5/2018 7:03 PM 40 4.44 Source:WEB Comments:Friendly and professional.Her tone was very welcoming.Answered my question.Contacted staff member:Lori 1832 42nd Street and Sheridan Aly 10/9/2018 9:31 PM 40 4.44 Source:WEB Comments:Friendly and professional.Aly was nice a very informative.Gave great explanation on question asked.Contacted staff member:Aly 1250 42nd Street and Sheridan Lorey 10/14/2018 5:33 PM 38 4.22 Avenue Source:WEB Comments:Felt valued and appreciated.Lorey provided a proper greeting,and provided good customer service,but took a bit to gather the information needed to answer the question.Contacted staff member:Lorey 1224 42nd Street and Sheridan Usherry 10/22/2018 9:06 PM 40 4.44 Avenue Source:WEB Comments:Friendly and professional.Usherry made a great impression.Assisted me and answered my question.Very nice and well spoken.Her greetings and farewells were genuine.Very professional.Contacted staff member:Usherry 1493 42nd Street and Sheridan Denise 10/28/2018 9:24 PM 42 4.67 Avenue Source:WEB Comments:Courteous and willing to provide assistance.Denise immediately provided assistance and answered all questions. Provided additional details,and offered additional assistance.No greeting.Contacted staff member:Denise 1257 42nd Street and Sheridan Esteban 10/29/2018 10:04 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. Provided additional information,offering more choices.Friendly tone.Contacted staff member:Esteban 1354 42nd Street and Sheridan Lori 10/31/2018 6:18 PM 44 4.89 Avenue Source:WEB Comments:Friendly.Professional.Informative on garage but not area around garage.Cheerful attitude.Contacted staff member: Lori 1495 42nd Street and Sheridan Oscar 11/4/2018 9:27 PM 43 4.78 Avenue Source:WEB Comments:Friendly and professional.Oscar provided a greeting and farewell.Answered all questions.Explained procedures on questions and gave overall customer service again seemed in a hurry but overall professional experience.Contacted staff member: Oscar 1285 42nd Street and Sheridan Aide 11/5/2018 1:39 PM 40 4.44 Avenue Source:WEB Comments:Patient-took time to answer questions.Aide provided good service,answered and explained all questions.Additionally, asked if any other help was needed.Did not greet,only farewell.Contacted staff member:Aide 1351 42nd Street and Sheridan Giovanni 11/9/2018 1:38 AM 45 5.00 Avenue Source:WEB Comments:Patient-took time to answer questions.Contacted staff member:Giovanni 1598 42nd Street and Sheridan Oscar 11/10/2018 5:59 PM 45 5.00 Source:WEB Comments:Prompt.Used initiative to assist and provide all information.Professional in conversation.Patient-took time to answer questions.Contacted staff member:Oscar 1375 42nd Street and Sheridan Rochelly 11/14/2018 9:29 PM 48 4.80 Avenue Source:WEB Comments:Friendly and professional.Rochelly greeted pleasantly and provided information about the garage.Did not provide a farewell.Contacted staff member:Rochelly 2919 42nd Street and Sheridan Aide 11/16/2018 10:26 AM 48 4.80 Source:WEB Comments:Patient-took time to answer questions.Aide answered correctly and provided a good explanation on the question asked.No greeting.Contacted staff member:Aide 2920 42nd Street and Sheridan Jovany 11/18/2018 9:27 AM 45 5.00 Source:WEB Comments:Friendly and professional.Jovany was extremely knowledgeable when answering question.Very detailed with instructions.Asked if there were any additional questions that he may assist with.True and genuine.Contacted staff member: Jovany 2935 42nd Street and Sheridan Giovanni 11/23/2018 1:34 AM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Contacted staff member:Giovanni 1/24/2019 3:44:00 PM Page 16 of 22 M I AM I B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr1 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 42nd Street and Sheridan 2925 42nd Street and Sheridan Rochely 11/26/2018 9:27 PM 43 4.78 Source:WEB Comments:Friendly and professional.Did not greet,but did answer my questions.Contacted staff member:Rochely 2936 42nd Street and Sheridan Wilma 11/29/2018 9:54 AM 49 4.90 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Not too knowledgeable,sounds like she's new. Contacted staff member:Wilma 2932 42nd Street and Sheridan Rochely 12/5/2018 8:24 PM 48 4.80 Source:WEB Comments:Friendly and professional.Rochely did not greet but helped a great deal.Was willing to help,and answered all my questions.Contacted staff member:Rochely 2942 42nd Street and Sheridan Richery 12/8/2018 7:58 AM 45 5.00 Source:WEB Comments:Friendly and professional.Extremely knowledgeable and went out of/her way to help.Above and beyond expectations. She promptly provided clear information and with a kind and pleasant tone.Contacted staff member:Richery 3627 42nd Street and Sheridan Reginald 12/9/2018 8:06 AM 38 4.22 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Reginald was very approachable.He was very helpful and knowledgeable.He was very eager to help and very patient.Contacted staff member:Reginald 2944 42nd Street and Sheridan Johna 12/11/2018 12:17 AM 45 5.00 Source:WEB Comments:Gave detailed information Used initiative to assist and provide all information.Contacted staff member:Johna 3628 42nd Street and Sheridan Lorey 12/16/2018 10:26 PM 45 5.00 Source:WEB Comments:Friendly and professional.Lorey was very well spoken and professional.Displayed true genuine interest to assist.Great attitude.Contacted staff member:Lorey 3929 42nd Street and Sheridan Esteban 12/19/2018 9:53 AM 44 4.89 Avenue Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Patient-took time to answer questions.Friendly and professional.Contacted staff member:Esteban 3930 42nd Street and Sheridan Esteban 12/25/2018 9:29 AM 49 4.90 Avenue Source:WEB Comments:Professional.Patient-took time to answer questions.No pleasantry.Contacted staff member:Esteban 3939 42nd Street and Sheridan Robert 12/29/2018 1:32 PM 50 5.00 Avenue Source:WEB Comments:Used initiative to assist and provide all information.Robert was informative of the garage hours and engcouraging to use the parking garage and trolley service to attend the ocean drive concerts.Contacted staff member:Robert 3630 42nd Street and Sheridan Johnathan 12/30/2018 2:00 AM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Went out his way to provide accurate information.Contacted staff member:Johnathan 3630 42nd Street and Sheridan Johnathan 12/30/2018 2:00 AM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Went out his way to provide accurate information.Contacted staff member:Johnathan 3630 42nd Street and Sheridan Johnathan 12/30/2018 2:00 AM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Went out his way to provide accurate information.Contacted staff member:Johnathan 3630 42nd Street and Sheridan Johnathan 12/30/2018 2:00 AM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Went out his way to provide accurate information.Contacted staff member:Johnathan 3931 42nd Street and Sheridan Jackie 12/31/2018 5:27 AM 41 4.56 Avenue Source:WEB Comments:Friendly and professional.Jackie was pleasant and tried to answer my question.She was very pleasant and tried to be helpful.Contacted staff member:Jackie Number of Shopping Experiences by Method: 31 Avg Score Sum: 148.4 2 Number of Reshopping Experiences by Method: 0 Average: 4.79 Number of Division Shopping Experiences: 31 Avg Score Sum: 148.4 2 Number of Division Reshopping Experiences: 0 Average: 4.79 1/24/2019 3:44:00 PM Page 17 of 22 MIAMI B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtrl ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 5th Street and Alton Road SHOPPING METHOD-In Person-Garage 1835 5th Street and Alton Road Jonathan 10/3/2018 2:19 AM 40 4.44 Source:WEB Comments:Exceptional service.Contacted staff member:Jonathan 1807 5th Street and Alton Road Esteban 10/16/2018 11:52 AM 45 5.00 Source:WEB Comments:Friendly and professional.Contacted staff member:Esteban 1233 5th Street and Alton Road Betty 10/22/2018 9:54 PM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.Betty was very informative when it came to answering my question.She went above and beyond to explain everything to make sure I was completely satisfied.Very good job.Contacted staff member:Betty 1497 5th Street and Alton Road Wilburn 10/28/2018 10:23 PM 48 4.80 Source:WEB Comments:Felt valued and appreciated.Wilburn was helpful.Explained how to pay and had a great deal of knowledge when answering my questions.Provided proper greeting and ending salutation,but did not smile.Contacted staff member:Wilburn 1308 5th Street and Alton Road Ida 10/29/2018 11:17 AM 43 4.78 Source:WEB Comments:Prompt.Professional.Overall tone of voice ok.Seems uncomfortable when asked more then 1 question.Not so friendly. Contacted staff member:Ida 2603 5th Street and Alton Road Raul 10/31/2018 7:26 PM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Friendly.Professional.Prompt in picking up an answering.Asked if I needed anything else.Made sure I understood.Exceptional service.Contacted staff member:Raul 1234 5th Street and Alton Road Jonathan 11/4/2018 10:17 PM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Jonathan approached me with a big smile,asked if I needed assistance,and provided key information.Exceptional service.Gave thanks for using Miami Beach garage system and welcomed me back soon.Contacted staff member:Jonathan 1232 5th Street and Alton Road Triniqua 11/5/2018 2:48 PM 45 4.50 Source:WEB Comments:Felt valued and appreciated.Triniqua was extremely knowledgeable.Very sharp personality.Seemed to know the answers to all my questions off the top of he head.Very professional customer service throughout the entire experience.Did not smile much.Contacted staff member:Triniqua 1305 5th Street and Alton Road Giovanni 11/9/2018 2:27 AM 45 5.00 Source:WEB Comments:Friendly and professional.Used initiative to assist and provide all information.Contacted staff member:Giovanni 2594 5th Street and Alton Road Jonathan 11/10/2018 7:07 PM 50 5.00 Source:WEB Comments:Friendly and professional.Extremely knowledgeable and went out of his/her way to help,but interrupted security talking to me.Used initiative to assist and provide all information.Contacted staff member:Jonathan 1235 5th Street and Alton Road Ronald 11/14/2018 10:21 PM 48 4.80 Source:WEB Comments:Used initiative to assist and provide all information.Ronald was extremely busy when I approached.He was assisting various customers and still found the way to assist me,smiling the entire time.He did a very good job greeting,and answering questions with detail.Uniform was fair.Contacted staff member:Ronald 1289 5th Street and Alton Road Rich 11/16/2018 11:41 AM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Rich was extremely professional.Has excellent knowledge of the job.Outstanding communications skills and great memory.Displayed excellent supervisory skills on this experience.Contacted staff member:Rich 1306 5th Street and Alton Road Jackie 11/17/2018 2:43 AM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Very nice.Contacted staff member:Jackie 2604 5th Street and Alton Road Betty 11/18/2018 10:07 AM 30 3.00 Source:WEB Comments:Needed to persist to get information and answers.Betty was approached and I asked her name and she asked why I asked if she works here and she stated yes and continued to ask me why she should give me her name.Then I explained that I like to know who am I speaking with and then she replied you are speaking to Betty.Contacted staff member:Betty 2610 5th Street and Alton Road Giovanni 11/23/2018 2:04 AM 45 5.00 Source:WEB Comments:Courteous and willing to provide assistance.Used initiative to assist and provide all information.Contacted staff member:Giovanni 9234 5th Street and Alton Road Giovanni 45 5.00 2604 1 11/23/2018 Source:WEB Comments:Patient and took time to explain possible solutions.Contacted staff member:Giovanni 1/24/2019 3:44:00 PM Page 18 of 22 • MIAMI B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr1 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 2605 5th Street and Alton Road Betty 11/26/2018 10:13 PM 45 4.50 Source:WEB Comments:Felt valued and appreciated.Acknowledged me even though she was helping another vehicle.Contacted staff member: Betty 2611 5th Street and Alton Road Esteban 11/29/2018 11:11 AM 48 4.80 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Used initiative to assist and provide all information. Contacted staff member:Esteban 3317 5th Street and Alton Road Rochely 12/5/2018 11:01 PM 45 5.00 Source:WEB Comments:Patient-took time to answer questions.Rochely greeted me,was very patient,answered all my questions,and asked if there was anything else she could help with at the end.Contacted staff member:Rochely 3339 5th Street and Alton Road Johnathon 12/9/2018 6:48 PM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Johnathon was very sincere in answering my question about the garage hours.He said the individual store all have different closing times,but as far as the garage,he said I could park there as long as I want up to 30 days.Contacted staff member:Johnathon 3313 5th Street and Alton Road Johnathan 12/11/2018 2:23 AM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Friendly and professional.Contacted staff member:Johnathan 3845 5th Street and Alton Road Esteban 12/13/2018 3:27 PM 44 4.89 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.No greeting.Contacted staff member:Esteban 3343 5th Street and Alton Road Jackie 12/16/2018 11:42 PM 43 4.78 Source:WEB Comments:Friendly and professional.Jackie was very nice.Took initiative and looked for information.Did not greet.Contacted staff member:Jackie 3839 5th Street and Alton Road Betty 12/17/2018 6:12 PM 42 4.20 Source:WEB Comments:Friendly and provided professional service.She provided me with the information I was inquiring about.Took time to explain.Very polite and kind.Contacted staff member:Betty 3842 5th Street and Alton Road John 12/19/2018 10:54 AM 49 4.90 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Answered and pointed to sign with information.No ID.Contacted staff member:John 3852 5th Street and Alton Road Jonathan 12/21/2018 7:42 PM 50 5.00 Source:WEB Comments:Sharp,spot on.Easy to talk to and understand.Friendly and professional.Patient-took time to answer questions.Used initiative to assist and provide all information.Contacted staff member:Jonathan 3850 5th Street and Alton Road Ellie 12/23/2018 12:44 PM 35 3.50 Source:WEB Comments:Average service provided without incident.I did not really understand what the young lady said.She did not really know the area so she could not answer my questions.She was nice and respectful.Contacted staff member:Ellie 3840 5th Street and Alton Road Ida 45 5.00 3850 1 12/25/2018 Source:WEB Comments:Used initiative to assist and provide all information.Friendly and professional.Patient-took time to answer questions. Contacted staff member:Ida 3848 5th Street and Alton Road Richarley 12/29/2018 2:47 PM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Richarley was able to answer my question about how much the parking pass in the garages would cost.She also asked if she could help me with anything else and wished me a good day. Contacted staff member:Richarley 3849 5th Street and Alton Road Samuel 12/30/2018 2:30 AM 50 5.00 Source:WEB Comments:went out of his/her way to help.Friendly and professional.Contacted staff member:Samuel 3843 5th Street and Alton Road Jackie 12/31/2018 6:16 AM 45 5.00 Source:WEB Comments:Friendly and professional.Jackie was able to answer my question about special event pricing for the garage.Asked if she could help me with anything else.She was very pleasant.Contacted staff member:Jackie Number of Shopping Experiences by Method: 31 Avg Score Sum: 147.8 9 Number of Reshopping Experiences by Method: 2 Average: 4.77 Number of Division Shopping Experiences: 31 Avg Score Sum: 147.8 9 Number of Division Reshopping Experiences: 2 Average: 4.77 1/24/2019 3:44:01 PM Page 19 of 22 • MIAMI BEACH Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtrl 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 SHOPPING METHOD-In Person-Garage 1253 7th Street and Collins Avenue Jonathan 10/3/2018 2:39 AM 40 4.44 Source:WEB Comments:Exceptional service.Contacted staff member:Jonathan 1566 7th Street and Collins Avenue Erick 10/9/2018 11:16 PM 50 5.00 Source:WEB Comments:Exceptional service.Erick was very professional.Went above and beyond to help me with my concern and to answer my questions.Contacted staff member:Erick 2331 7th Street and Collins Avenue Marie 10/11/2018 2:11 PM 44 4.89 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member:Marie 2331 7th Street and Collins Avenue Marie 10/11/2018 2:11 PM 44 4.89 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member:Marie 1260 7th Street and Collins Avenue Joe 10/14/2018 7:03 PM 42 4.20 Source:WEB Comments:Felt valued and appreciated.Joe greeted and assisted me with my question but did not complete the answer.Instead, he moved on to the next patron's question.Did not smile.Contacted staff member:Joe 2314 7th Street and Collins Avenue Emanuel 10/16/2018 11:06 AM 50 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member:Emanuel 2323 7th Street and Collins Avenue Jose 10/20/2018 9:29 AM 42 4.20 Source:WEB Comments:Used initiative to assist and provide all information.Contacted staff member:Jose 1262 7th Street and Collins Avenue Karina 10/22/2018 10:17 PM 50 5.00 Source:WEB Comments:Friendly and professional.Karina was very friendly.She approached me to see if I needed help.Her attention to detail was impeccable.Also,she was very well spoken.Contacted staff member:Karina 1204 7th Street and Collins Avenue Jonathan 10/28/2018 11:25 PM 50 5.00 (G1) Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Provided a proper greeting.Interacted with myself and multiple patrons at the same time.Answered all my questions.Gave great advice on Miami Beach garage information.Displayed positive attitude throughout the entire process and maintained a smile the entire time.Contacted staff member:Jonathan 2652 7th Street and Collins Avenue Eddie 10/29/2018 11:43 AM 49 4.90 Source:WEB Comments:Prompt.Friendly,smiling the entire time.Seemed approachable.Professional.No ID.Patient-took time to answer questions.Contacted staff member:Eddie 2636 7th Street and Collins Avenue Eddie 10/31/2018 7:54 PM 50 5.00 Source:WEB Comments:Approachable,and easy to talk to.Knowledgeable and explained to me parking passes.Professional.Made eye contact.Friendly.Exceptional service.Contacted staff member:Eddie 2333 7th Street and Collins Avenue Giovanni 11/9/2018 2:47 AM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Patient-took time to answer questions.Contacted staff member: Giovanni 3353 7th Street and Collins Avenue Austin 11/10/2018 7:32 PM 46 4.60 Source:WEB Comments:Prompt.Asked if I was a cop when I asked for his name.No ID.Courteous and willing to provide assistance,but it felt awkward.No welcome.Contacted staff member:Austin 3373 7th Street and Collins Avenue Raul 11/13/2018 6:43 PM 45 5.00 Source:WEB Comments:Prompt,and easy to understand.Courteous and willing to provide assistance.Friendly and professional.Used initiative to assist and provide all information.Contacted staff member:Raul 2330 7th Street and Collins Avenue Eddy 11/14/2018 10:51 PM 50 5.00 Source:WEB Comments:Friendly and professional.Eddy was very professional from beginning to end.Very organized and very communicative. Smiled throughout the entire experience.Very knowledgeable.Contacted staff member:Eddy 2642 7th Street and Collins Avenue Angela 11/17/2018 3:10 AM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Very friendly and nice.Contacted staff member:Angel 1/24/2019 3:44:01 PM Page 20 of 22 • M I AM I B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtrl 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 2332 7th Street and Collins Avenue Eddy 11/18/2018 10:35 AM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Eddy upon arriving was assisting a large amount of patrons and vehicles at the same time.Even after all this he acknowledge me with greeting,smiled and asked me how can he assist me. Multitasking was exceptional.Very good at taking immediate initiative and overall very fast professional performance.Contacted staff member:Eddy 2639 7th Street and Collins Avenue Giovanni 11/23/2018 2:48 AM 45 5.00 Source:WEB Comments:Courteous and willing to provide assistance.Friendly and professional.Contacted staff member:Giovanni 2646 7th Street and Collins Avenue Karina 11/26/2018 10:43 PM 48 4.80 Source:WEB Comments:Patient-took time to answer questions.Karina was assisting various tourists when approached;still acknowledged me and asked if assistance was needed.Provided answer to question and gave overall customer service but did not smile.Contacted staff member:Karina 2655 7th Street and Collins Avenue Emanuel 11/29/2018 11:43 AM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Friendly and professional.Patient-took time to answer questions.Contacted staff member:Emanuel 3350 7th Street and Collins Avenue Oscar/Yahid/Jenni 12/2/2018 6:44 PM 42 4.20 fer Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Contacted staff member:Oscar/Yahid/Jennifer 2653 7th Street and Collins Avenue Jovany 12/5/2018 11:26 PM 45 5.00 Source:WEB Comments:Friendly and professional.Jovany showed a genuine interest in helping.Answered question and provided additional options.Very professional.Contacted staff member:Jovany 2661 7th Street and Collins Avenue Jovani 12/9/2018 8:25 PM 45 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Jovani was very helpful and concerned that my problem be solved. I told him my 5 dollar bill wouldn't go in the machine.He waited with me and made sure it went through before letting me go.Wished me a good night.Contacted staff member:Jovani 2659 7th Street and Collins Avenue Johnathan 12/11/2018 2:45 AM 45 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Johnathan 3380 7th Street and Collins Avenue Johnathan 12/11/2018 3:08 AM 45 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member:Johnathan 3860 7th Street and Collins Avenue Eddie 12/13/2018 3:49 PM 48 4.80 Source:WEB Comments:Friendly and professional.Did not thank me at the end of the interaction.No ID.Patient-took time to answer questions. Contacted staff member:Eddie 3362 7th Street and Collins Avenue Leslie 12/17/2018 6:32 PM 42 4.20 Source:WEB Comments:Friendly and professional.The gentleman was very polite and kind.He was at the exit verifying that everyone had paid and was assisting them out because there was a malfunction at the exit.Very well handled;everything seemed under control. Contacted staff member:Leslie 3367 7th Street and Collins Avenue Emanuel 12/19/2018 11:20 AM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.Friendly and professional.Approached me and asked if I needed help. Contacted staff member:Emanuel 3858 7th Street and Collins Avenue Austin 12/21/2018 7:09 PM 49 4.90 Source:WEB Comments:Friendly and professional.Easy to talk to.Patient-took time to answer questions.No ID.Contacted staff member: Austin 3859 7th Street and Collins Avenue Eddie 12/23/2018 1:12 PM 50 5.00 Source:WEB Comments:Above and beyond expectations.Eddie was very helpful.He greeted me respectfully and he was very professional.He knew the answer to all my questions.The answers he did not know,he went out of his way to get me the correct answer.Contacted staff member:Eddie 3861 7th Street and Collins Avenue Emanuel 12/25/2018 11:01 AM 49 4.90 Source:WEB Comments:No ID.Patient-took time to answer questions.Friendly and professional.Contacted staff member:Emanuel 3867 7th Street and Collins Avenue Johnathan 12/30/2018 3:01 AM 45 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Friendly and professional.Contacted staff member:Johnathan 1/24/2019 3:44:01 PM Page 21 of 22 J MIAMI B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr1 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 7th Street and Collins Avenue 3856 7th Street and Collins Avenue Sharp 12/31/2018 6:50 AM 50 5.00 Source:WEB Comments:Above and beyond expectations.On my way in I asked about flat rate pricing for today.He advised me of special event pricing in this garage beginning at 8 p.m.running through 5 a.m.He said it might be extended but he wasn't quite sure.On my way out Sharp approached and said he asked his supervisor and it was going to be a flat rate beginning at 8 p.m.and it will fill up fast so to get here early and wished me a happy New Year again.He also assisted with putting my ticket in machine for exit.Contacted staff member:Sharp Number of Shopping Experiences by Method: 33 Avg Score Sum: 159.9 2 Number of Reshopping Experiences by Method: 0 Average: 4.85 Number of Division Shopping Experiences: 33 Avg Score Sum: 159.9 2 Number of Division Reshopping Experiences: 0 Average: 4.85 DEPARTMENT SUMMARY Avg Score Sum: 1464. 50 Total Number of Departmental Shopping Experiences: 307 Number of Departmental Reshopping Experiences: 6 Average: 4.77 CITY WIDE TOTALS: FY2019 Qtrl Total Number of Departmental Shopping Experiences: 307 Avg Score Sum: 1464.50 Number of Departmental Reshopping Experiences: 6 Average: 4.77 1/24/2019 3:44:01 PM Page 22 of 22 MIAMI BEACH Service Excellence Service Shopper Program Comprehensive Department Report FISCAL YEAR 2019 Qtr1 Garage Security Office of Organization Development Perfomance Initiatives 1700 Convention Center Drive Miami Beach, FL 33139 Telephone: (305) 673-7010 Fax: (305) 673-7782 1/30/2019 9:30:26 AM Page 1 of 10 MIAMI BEAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr1 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 2052 12th Street and Drexel Javon 10/3/2018 3:01 AM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Javon 1960 12th Street and Drexel Rey 10/11/2018 1:40 PM 50 5.00 Source:web Comments:Very friendly and professional.Courteous and willing to provide assistance.Contacted staff member:Rey 2054 12th Street and Drexel Esteban 10/16/2018 10:42 AM 39 4.33 Source:WEB Comments:professional.Patient-took time to answer questions.No"thank you"at the end of the interaction.Contacted staff member:Esteban 2056 12th Street and Drexel Rey 10/16/2018 10:43 AM 50 5.00 Source:WEB Comments:Friendly and professional.Proper Greeting.Smiled.Very helpful.Was very busy helping other people as well.Contacted staff member:Rey 1869 12th Street and Drexel Josie 11/8/2018 7:13 PM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.Contacted staff member:Josie 1877 12th Street and Drexel Aisha 11/8/2018 7:14 PM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Contacted staff member:Aisha 1366 12th Street and Drexel Rey 11/9/2018 3:10 AM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Friendly and willing to help.Contacted staff member:Rey 3031 12th Street and Drexel Ray 11/20/2018 1:17 PM 50 5.00 Source:WEB Comments:Above and beyond expectations.Rey was very alert and was prompt to give me a helping hand with my ticket,and lead me to a parking space.Contacted staff member:Ray 2049 12th Street and Dexel Javon 11/23/2018 3:10 AM 50 5.00 Source:WEB Comments:offered additional assistance after answering all my questions.Contacted staff member:Javon 3033 12th Street and Drexel Esteban 12/3/2018 2:50 PM 41 4.10 Source:WEB Comments:Patient-took time to answer questions.Had answered promptly.Very attentive.Contacted staff member:Esteban 3046 12th Street and Drexel Javon 12/11/2018 3:06 AM 50 5.00 Source:WEB Comments:Friendly.Took time to answer all my questions.Contacted staff member:Javon 3036 12th Street and Drexel Centiana 12/17/2018 6:47 PM 39 3.90 Source:WEB Comments:Friendly and professional.Centiana took time to assist me upon exit.Took about 3-4 minutes to receive assistance.She provided directions and guided me to the nearest garage,in a respectful manner.Could've been more respectful/courteous,and more knowledgeable as well.Contacted staff member:Centiana 3059 12th Street and Drexel Rey 50 5.00 3036 1 12/19/2018 Source:WEB Comments:Friendly and professional.Very sharp.Courteous and willing to provide assistance.Contacted staff member:Rey 3041 12th Street and Drexel Rey 12/25/2018 11:26 AM 50 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Uniform was spot on.Contacted staff member:Rey Number of Shopping Experiences by Method: 14 Avg Score Sum: 67.33 Number of Reshopping Experiences by Method: 1 Average: 4.81 Number of Division Shopping Experiences: 14 Avg Score Sum: 67.33 Number of Division Reshopping Experiences: 1 Average: 4.81 1/30/2019 9:30:26 AM Page 2 of 10 M I AM I B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtrl 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 2065 13th Street and Collins Eduardo 10/3/2018 3:18 AM 50 5.00 Source:WEB Comments:Courteous and willing to provide assistance.Used initiative to assist and provide all information.Contacted staff member:Eduardo 1965 13th Street and Collins Angelic 10/11/2018 1:15 PM 47 4.70 Source:WEB Comments:Friendly and professional.No ID and clothing was rumpled.Contacted staff member:Angelic 2066 13th Street and Collins John Mill 11/8/2018 5:45 PM 42 4.20 Source:WEB Comments:Used initiative to assist and provide all information.He was helping a customer very well.I was listening and the customer were very pleased.Contacted staff member:John Mill 2121 13th Street and Collins Kendrick 11/9/2018 3:26 AM 50 5.00 Source:WEB Comments:Friendly.Used initiative to assist and provide all information.Contacted staff member:Kendrick 3061 13th Street and Collins Maria Ospina 11/20/2018 2:23 PM 41 4.10 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Was very helpful,took time to explain the times and rates.Contacted staff member:Maria Ospina 1880 13th Street and Collins Jepson 11/23/2018 3:23 AM 50 5.00 Source:WEB Comments:Approached me and offer assistance. Friendly and professional.Contacted staff member:Jepson 3084 13th Street and Collins Aisha 12/2/2018 5:52 PM 39 3.90 Source:WEB Comments:Courteous and willing to provide assistance.Very helpful and had a great disposition,however,she was not very knowledgeable.Overall positive experience.Contacted staff member:Aisha 1888 13th Street and Collins Austin 12/3/2018 3:06 PM 43 4.30 Source:WEB Comments:Patient-took time to answer questions.I also assessed Austin helping a customer having problems at exit.He handled it very well and swiftly. Contacted staff member:Austin 3068 13th Street and Collins Jones 12/9/2018 7:10 AM 42 4.20 Source:WEB Comments:Patient-took time to answer questions.Officer Jones was very patient and helpful.He was on his way out and he stopped and answered all my questions.He knew the answers to all my questions and was very friendly.Contacted staff member: Jones 3077 13th Street and Collins Keith 12/11/2018 3:32 AM 45 5.00 Source:WEB Comments:Felt valued and appreciated.Courteous.Contacted staff member:Keith 3944 13th Street and Collins Santilina 12/21/2018 6:14 PM 50 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Provided a very basic answer,and did not go into much detail.Contacted staff member:Santilina 9525 13th Street and Collins Joseph 50 5.00 3084 1 12/30/2018 Source:WEB Comments:Patient-took time to answer questions.Seemed willing to provide assistance.Contacted staff member:Joseph Number of Shopping Experiences by Method: 12 Avg Score Sum: 55.40 Number of Reshopping Experiences by Method: 1 Average: 4.62 Number of Division Shopping Experiences: 12 Avg Score Sum: 55.40 Number of Division Reshopping Experiences: 1 Average: 4.62 Garage - 16th Street and Collins SHOPPING METHOD-In Person-Garage 2073 16th Street and Collins Gepson 10/3/2018 3:49 AM 50 5.00 Source:WEB Comments:Friendly and professional.Used initiative to assist and provide all information.Contacted staff member:Gepson 1896 16th Street and Collins Darlene 10/26/2018 2:17 PM 43 4.30 Source:WEB Comments:Patient-took time to answer questions.Understood what I was asking and answered very nicely.Was well dressed and always smiling.Contacted staff member:Darlene 1/30/2019 9:30:26 AM Page 3 of 10 M I AM I B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr1 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 16th Street and Collins 2067 16th Street and Collins Marlon 11/9/2018 3:51 AM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.Went out his way to provide me with an answer.Contacted staff member: Marlon 2074 16th Street and Collins Cordero 11/20/2018 1:04 PM 41 4.10 Source:WEB Comments:Friendly and professional.Gave a quick response.Was very attentive.Gave security instructions and was interested in my well being.Contacted staff member:Cordero 2129 16th Street and Collins Boisena 11/23/2018 3:52 AM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.Very friendly and had a welcoming attitude.Contacted staff member:Boisena 1609 16th Street and Collins no name 12/2/2018 5:16 PM 1 1.00 Source:WEB Comments:Given the"run around".I tried to gain the security's attention but to no avail.It was a blonde lady,she was in her cart driving but did not stop.Cl`-1 Missing all 4,not acceptable or approachable-.Cl"-2 Not prompt 10 plus minutes-.Cl`-3 Not acceptable.Security was rude-.Contacted staff member:no name 1898 16th Street and Collins Aide 12/3/2018 2:38 PM 39 4.33 Source:WEB Comments:Patient-took time to answer questions.He was very attentive and polite and answered with protocol.Contacted staff member:Aide 3114 16th Street and Collins Reginald 12/9/2018 6:38 AM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Reginald was very approachable.He was very helpful and knowledgeable.He was very eager to help and very patient.Contacted staff member:Reginald 1971 16th Street and Collins Johnathan 12/11/2018 3:31 AM 45 5.00 Source:WEB Comments:Felt valued and appreciated.Used initiative to assist and provide all information.Contacted staff member:Johnathan 9430 16th street and Collins Robert 45 5.00 1609 1 12/11/2018 Source:WEB Comments:Patient-took time to answer questions.Friendly and seemed willing to help.Contacted staff member:Robert 1972 16th Street and Collins Jamie 12/21/2018 5:48 PM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Friendly and professional.Contacted staff member:Jamie 3121 16th Street and Collins Angelic 12/23/2018 2:18 PM 50 5.00 Source:WEB Comments:Above and beyond expectations.Angelic was very respectful and positive.She was very happy to help.She answered my questions and provided me with an alternative route to get to where I needed.Contacted staff member:Angelic Number of Shopping Experiences by Method: 12 Avg Score Sum: 53.73 Number of Reshopping Experiences by Method: 1 Average: 4.48 Number of Division Shopping Experiences: 12 Avg Score Sum: 53.73 Number of Division Reshopping Experiences: 1 Average: 4.48 Garage - 17th Street and Meridian Court SHOPPING METHOD-In Person-Garage 2131 17tth Street and Meridian Court Joshua 10/31/2018 4:59 PM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Friendly and professional.Explained what I needed to do for a lost ticket.Contacted staff member:Joshua 2078 17th Street and Meridian Court Pierre 11/9/2018 1:00 AM 50 5.00 Source:WEB Comments:Friendly and professional.Very polite and had a welcoming attitude.Contacted staff member:Pierre 2081 17th Street and Meridian Court Sophie 11/10/2018 4:41 PM 45 4.50 Source:WEB Comments:No smile.I asked her for the name of an employee she was talking to-said she did not know her name.I asked her own name,she asked why.I tried to get help from other security but they looked at me and kept walking.Average service provided.No welcome.Contacted staff member:Sophie 2079 17th Street and Meridian Court Jordan 11/17/2018 12:41 AM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.Went out of his way to help.Contacted staff member:Jordan 1/30/2019 9:30:27 AM Page 4 of 10 1 V 1 I AM I B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr1 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 1644 17th street and Meridian Court Josh 12/4/2018 1:57 PM 43 4.30 Source:WEB Comments:Friendly and professional.Josh was respectful, greeted with handshake,and seemed interested to help.Did not know much in regards to my question.Contacted staff member:Josh 9371 17th Street and Meridian Court Jordan 12/5/2018 9:23 PM 48 4.80 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Jordan was very professional,and very well spoken.Had a great deal of information.Did not smile.Contacted staff member:Jordan 1979 17th Street and Meridian Court Lateshia 12/13/2018 12:33 PM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Patient-took time to answer questions.Friendly and professional.Even followed me to provide more information.Contacted staff member:Lateshia 1981 17th Street and Meridian Court Williams 12/17/2018 7:49 PM 42 4.20 Source:WEB Comments:Patient-took time to answer questions.While she was patrolling the area I asked her a question and she was polite and answered with kindness.Contacted staff member:Williams 3137 17th Street and Meridian Court no name 12/23/2018 3:41 PM 42 4.20 Source:WEB Comments:Friendly and professional.I found the security guard on my way out.I could not talk to him for long because other cars were trying to leave.He was very helpful and knowledgeable for the brief time we spoke.I was not able to get his name.Contacted staff member:G4S security 1900 17th Street and Meridian Court Emmanuel 12/30/2018 1:05 AM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Very friendly and seemed willing to help.Contacted staff member: Emmanuel Number of Shopping Experiences by Method: 10 Avg Score Sum: 47.00 Number of Reshopping Experiences by Method: 0 Average: 4.70 Number of Division Shopping Experiences: 10 Avg Score Sum: 47.00 Number of Division Reshopping Experiences: 0 Average: 4.70 Garage - 17th Street and Pennsylvania SHOPPING METHOD-In Person-Garage 2087 17th Street and Pennsylvania Chris 10/3/2018 1:01 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:Chris 2091 17th Street and Pennsylvania Sharood 10/5/2018 5:13 PM 50 5.00 Source:WEB Comments:Friendly and professional.Young and personable.Knowledgeable.Contacted staff member:Sharood 2085 17th Street and Pennsylvania August 10/20/2018 11:10 AM 50 5.00 Source:WEB Comments:Friendly and professional.Contacted staff member:August 9069 17th Street and Pennsylvania Micheal 11/9/2018 1:05 AM 50 5.00 Source:WEB Comments:knowledgeable and was able to give me accurate information.Contacted staff member:Micheal 2139 17th Street and Pennsylvania Brian 11/23/2018 1:04 AM 50 5.00 Source:WEB Comments:Willing to help and provided solutions to my problem.Contacted staff member:Brian 1993 17th Street and Pennsylvania Rochely 11/26/2018 8:44 PM 40 4.44 Source:WEB Comments:Friendly and professional.Greeted and answered questions.Contacted staff member:Rochely 2138 17th Street and Pennsylvania Rich 12/2/2018 4:18 PM 34 3.40 Source:WEB Comments:Courteous and willing to provide assistance.Seemed busy,took about 3-4 minutes to receive assistance.Took time to answer my questions as well as other customer's,but could've been more respectful and knowledgeable.There was no pleasantry during the interaction.Contacted staff member:Rich 9360 17th Street and Pennsylvania Williams 42 4.20 2138 1 12/4/2018 Source:WEB Comments:Felt valued and appreciated.Williams attended immediately,and attempted to assist us with the best of her knowledge but did not smile. Contacted staff member:Williams 1130/2019 9:30:27 AM Page 5 of 10 M I AM I B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr1 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 17th Street and Pennsylvania 1910 17th Street and Pennsylvania Luz Tamayo 12/8/2018 10:59 AM 42 4.20 Source:WEB Comments:Friendly and professional.Luz was very attentive at her post.She was well dressed and with a smile she greeted me and provided assistance to my questions.The Security was well at hand;there were one at each exit providing assistance. Contacted staff member:Luz Tamayo 1503 17th Street and Pennsylvania Wilona 12/17/2018 7:17 PM 38 4.22 Ave Source:WEB Comments:Friendly and professional.Courteous and willing to provide assistance.Provided information and gave proper instructions.Answered the intercom with protocol.Contacted staff member:Wilona 1913 17th Street and Pennsylvania Brian 12/30/2018 1:09 AM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.Used initiative to assist and provide all information.Contacted staff member: Brian 3172 17th Street and Pennsylvania Brian 12/31/2018 4:35 AM 50 5.00 Source:WEB Comments:Friendly and professional.Brian answered my question with pleasantry.Contacted staff member:Brian Number of Shopping Experiences by Method: 12 Avg Score Sum: 55.47 Number of Reshopping Experiences by Method: 1 Average: 4.62 Number of Division Shopping Experiences: 12 Avg Score Sum: 55.47 Number of Division Reshopping Experiences: 1 Average: 4.62 Garage - 18th Street and Meridian SHOPPING METHOD-In Person-Garage 2104 18th Street and Meridian Joseph 10/5/2018 5:52 PM 50 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Very cool personality.Contacted staff member: Joseph 2101 Jamie 10/31/2018 5:47 PM 50 5.00 Source:WEB Comments:Used initiative to assist and provide all information.Professional.Patient-took time to answer questions. Knowledgeable and went out of his/her way to help.Even asked if I needed any other help.Contacted staff member:Jamie 2098 18th Street and Meridian Jamie 11/10/2018 5:30 PM 50 5.00 Source:WEB Comments:Prompt.Friendly attitude and professional.Courteous and willing to provide assistance.Contacted staff member:Jamie 2103 18th Street and Meridian Sam 11/23/2018 1:06 AM 50 5.00 Source:WEB Comments:Great customer service,very knowledgeable and willing to help.Contacted staff member:Sam 2143 18th Street and Meridian Harvin 11/29/2018 9:22 AM 50 5.00 Source:WEB Comments:Courteous and willing to provide assistance.Professional.Sharply dressed with ID visible.Contacted staff member: Harvin 1916 18th Street and Meridian Raul 12/2/2018 5:05 PM 50 5.00 Source:WEB Comments:Exceptional service.Was very attentive,had a good disposition to explain and went out of his way to provide information on garage policy.Contacted staff member:Raul 3208 18th Street and Meridian Sam 12/9/2018 5:42 AM 43 4.30 Source:WEB Comments:Friendly and professional.Officer Sam was confused when I first approached him but then he was very helpful and knowledgeable.He was very friendly and patient.Contacted staff member:Sam 2004 18th Street and Meridian Sam 12/11/2018 1:29 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:Sam 2140 18th Street and Meridian Victor 12/13/2018 2:03 PM 48 4.80 Source:WEB Comments:Friendly and professional.Courteous and willing to provide assistance.No ID.Contacted staff member:Victor 2009 18th Street and Meridian Esteban 12/25/2018 8:59 AM 44 4.89 Source:WEB Comments:Patient-took time to answer questions.Professional and friendly.No pleasantry.Contacted staff member:Esteban 1/30/2019 9:30:27 AM Page 6 of 10 MIAMI B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtrl ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 18th Street and Meridian 1817 18th Street and Meridian Harvin 12/25/2018 9:02 AM 50 5.00 Source:WEB Comments:Friendly and professional.Snuck up on me.Patient.Used initiative to assist and provide all information.Contacted staff member:Harvin 2000 18th Street and Meridian Harven 12/30/2018 1:12 AM 50 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member:Harven Number of Shopping Experiences by Method: 12 Avg Score Sum: 58.99 Number of Reshopping Experiences by Method: 0 Average: 4.92 Number of Division Shopping Experiences: 12 Avg Score Sum: 58.99 Number of Division Reshopping Experiences: 0 Average: 4.92 Garage - 1900 Bay Rd SHOPPING METHOD-In Person-Garage 2107 1900 Bay Rd Donald 10/3/2018 1:57 AM 50 5.00 Source:WEB Comments:Exceptional service.Contacted staff member:Donald 2106 1900 Bay Rd Angelique 10/30/2018 7:12 AM 50 5.00 Source:WEB Comments:Extremely knowledgeable and went out of her way to help and to assist.Used initiative to assist and provide all information.She was friendly and professional.She also was on patrol,and I was able to intercept her and have a great conversation with her about the garage and its operations. Very positive experience.Contacted staff member:Angelique 2112 1900 Bay Rd Lori 11/8/2018 6:23 PM 50 5.00 Source:WEB Comments:Friendly and professional.Lori was prompt to answer the intercom and was friendly.Contacted staff member:Lori 2114 1900 Bay Rd Donald 11/9/2018 2:02 AM 47 4.70 Source:WEB Comments:Did not greet with a smile or a sincere hello.He did provide appropriate service afterwards.Contacted staff member: Donald 2148 1900 Bay Rd Orlando 11/13/2018 5:45 PM 48 4.80 Source:WEB Comments:Courteous and willing to provide assistance.Professional.No smile but approachable.No ID.Contacted staff member: Orlando 2146 1900 Bay Rd Donald 11/17/2018 2:09 AM 46 4.60 Source:WEB Comments:Did not greet with a smile or have a welcoming attitude.Contacted staff member:Donald 2147 1900 Bay Rd Esteban 11/20/2018 2:54 PM 42 4.20 Source:WEB Comments:Friendly and professional.Very prompt.As soon as I asked him a question,he dove right in and answered all my questions,and provided additional details about the garage.Contacted staff member:Esteban 3250 1900 Bay Rd no name 12/9/2018 6:01 AM 33 3.30 Source:WEB Comments:Average service provided without incident.The security guard did not provide me with her name.She tried to answer my questions to the best of her knowledge but did no know many answers.She informed me she was new and today was her first day. Contacted staff member:security guard 2012 1900 Bay Rd Ronald 12/9/2018 6:06 PM 50 5.00 Source:WEB Comments:Friendly and professional.I met Ronald on the elevator.He was very friendly.Asked me if I needed any assistance. Then when I was leaving,he waved a friendly goodbye and wished me a good night.Contacted staff member:Ronald 2014 1900 Bay Rd Gregory 50 5.00 3250 1 12/30/2018 Source:WEB Comments:Took his time to answer all my questions.Contacted staff member:Gregory Number of Shopping Experiences by Method: 10 Avg Score Sum: 46.60 Number of Reshopping Experiences by Method: 1 Average: 4.66 Number of Division Shopping Experiences: 10 Avg Score Sum: 46.60 Number of Division Reshopping Experiences: 1 Average: 4.66 1/30/2019 9:30:27 AM Page 7 of 10 MIAMI BEACH Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtrl ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 42nd Street and Sheridan SHOPPING METHOD-In Person-Garage 2116 42nd Street and Sheridan Joseph 10/3/2018 1:25 AM 50 5.00 Source:WEB Comments:Friendly and professional.Courteous and willing to provide assistance.Contacted staff member:Joseph 2117 42nd Street and Sheridan Rosie 10/5/2018 7:05 PM 49 4.90 Source:WEB Comments:Friendly and professional.Courteous and willing to provide assistance.Contacted staff member:Rosie 1928 42nd Street and Sheridan Debbie 10/26/2018 2:22 PM 42 4.20 Source:WEB Comments:Courteous and willing to provide assistance.She was at the exit.Answered my questions with a smile.She was willing to help.Gave proper instructions to my inquiry.Contacted staff member:Debbie 1491 42nd Street and Sheridan Alfreda 11/8/2018 4:45 PM 50 5.00 Avenue Source:WEB Comments:Friendly and professional.Greeted with a smile and had all the will to answer my questions.Contacted staff member: Alfreda 1642 42nd Street and Sheridan Joseph 11/9/2018 1:41 AM 50 5.00 Avenue Source:WEB Comments:Gave me different solutions/options to my question.Contacted staff member:Joseph 2119 42nd Street and Sheridan Alfredia 11/10/2018 6:02 PM 49 4.90 Source:WEB Comments:Prompt.Friendly and professional.Seems to enjoy her work.Courteous and willing to provide assistance.Extremely knowledgeable and went out of his/her way to help.Contacted staff member:Alfredia 1929 42nd Street and Sheridan Joseph 11/17/2018 1:46 AM 50 5.00 Source:WEB Comments:Courteous and willing to provide assistance.Took time to answer all my questions.Contacted staff member:Joseph 2025 42nd Street and Sheridan Debra 11/29/2018 9:59 AM 49 4.90 Source:WEB Comments:Friendly and professional.very approachable.Patient-took time to answer questions.No ID visible.Contacted staff member:Debra 3276 42nd Street and Sheridan Alfeda 12/2/2018 7:48 PM 42 4.20 Source:WEB Comments:Extremely knowledgeable and went out of his/her way to help.Exceptional service.Friendly and professional.Used initiative to assist and provide all information.Contacted staff member:Alfeda 2021 42nd Street and Sheridan Aide 12/3/2018 12:10 PM 41 4.10 Source:WEB Comments:Friendly and helpful.Gave information and was attentive to my concern.Patient-took time to answer questions. Friendly and professional.Used initiative to assist and provide all information.Contacted staff member:Aide 2027 42nd Street and Sheridan Joseph 12/11/2018 12:20 AM 50 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member:Joseph 1596 42nd Street and Sheridan Omar 12/17/2018 5:14 PM 41 4.10 Source:WEB Comments:Friendly and professional.I asked him from afar and he was kind enough to explain as he was doing his routine patrol. Contacted staff member:Omar 3295 42nd Street and Sheridan Debra 12/19/2018 10:06 AM 50 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Always with a smile.Approachable.Contacted staff member:Debra 3289 42nd Street and Sheridan Batista/Joseph 12/25/2018 9:31 AM 50 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Polite.Contacted staff member:Batista/Joseph 3301 42nd Street and Sheridan Robert 12/29/2018 1:31 PM 45 4.50 Source:WEB Comments:Above and beyond expectations.Robert was helpful and actually took my ticket from me and my credit card and proceeded with the transaction for me.He also answered the question about the event that's going on and how long the trolleys run. Robert was very helpful.Contacted staff member:Robert Number of Shopping Experiences by Method: 15 Avg Score Sum: 70.80 Number of Reshopping Experiences by Method: 0 Average: 4.72 Number of Division Shopping Experiences: 15 Avg Score Sum: 70.80 Number of Division Reshopping Experiences: 0 Average: 4.72 1130/2019 9:30:27 AM Page 8 of 10 • M I AM I B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtrl ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 5th Street and Alton Road SHOPPING METHOD-In Person-Garage 1858 5th Street and Alton Road Antoinette 10/20/2018 9:03 AM 50 5.00 McGraw Source:WEB Comments:Exceptional service.Contacted staff member:Antoinette McGraw 1846 5th Street and Alton Road Leticia 11/10/2018 7:09 PM 50 5.00 Source:WEB Comments:Prompt in giving me information but manager cut in on her.She handled it great.Friendly and professional.Patient- took time to answer questions.Contacted staff member:Leticia 1605 5th Street and Alton Road Chiniqua 11/20/2018 1:41 PM 43 4.30 Source:WEB Comments:Friendly and professional.She was very helpful had a great disposition and provided all information on parking times and rates.The only thing she did not greet me with her name;I had to ask for her name.Contacted staff member:Chiniqua 1941 5th Street and Alton Road Donald 11/23/2018 2:01 AM 48 4.80 Source:WEB Comments:Did not greet with a smile or sincere hello.Contacted staff member:Donald 2037 5th Street and Alton Road Felicia 11/26/2018 10:17 PM 50 5.00 Source:WEB Comments:Friendly and professional.Felicia was extremely friendly,very knowledgeable and was smiling from beginning to end. Very professional service.Contacted staff member:Felicia 2034 5th Street and Alton Road Mellisa 12/3/2018 1:19 PM 42 4.20 Source:WEB Comments:Friendly and professional.Willing to help.Greeted me and offered help immediately.She was graceful and courteous. Contacted staff member:Mellisa Number of Shopping Experiences by Method: 6 Avg Score Sum: 28.30 Number of Reshopping Experiences by Method: 0 Average: 4.72 Number of Division Shopping Experiences: 6 Avg Score Sum: 28.30 Number of Division Reshopping Experiences: 0 Average: 4.72 Garage - 7th Street and Collins Avenue SHOPPING METHOD-In Person-Garage 1944 7th Street and Collins Avenue Marlon 10/3/2018 2:38 AM 50 5.00 Source:WEB Comments:Exceptional service.Friendly and professional.Contacted staff member:Marlon 1568 7th Street and Collins Avenue Jose 10/11/2018 2:12 PM 50 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member:Jose 1863 7th Street and Collins Avenue Jose 10/16/2018 11:08 AM 50 5.00 Source:WEB Comments:Friendly and professional.Always there with a smile.Patient-took time to answer questions.Contacted staff member: Jose 1615 Rosie 10/31/2018 7:58 PM 49 4.90 Source:WEB Comments:Patient-took time to answer questions.Friendly and approachable.Professional.No ID.Contacted staff member:Rosie 2040 7th Street and Collins Avenue Leslie 11/10/2018 7:38 PM 44 4.40 Source:WEB Comments:He was occupied with phone.Distracted.Felt as if I were bothering him.No ID.No welcome.Contacted staff member: Leslie 1824 7th Street and Collins Avenue Alex 11/13/2018 6:44 PM 47 4.70 Source:WEB Comments:No smile.Professional but all business.No ID.No welcome.Patient-took time to answer questions.Contacted staff member:Alex 1567 7th Street and Collins Avenue Midren 11/17/2018 3:12 AM 50 5.00 Source:WEB Comments:Friendly and professional.Contacted staff member:Midren 2989 7th Street and Collins Avenue Emmanuel 11/20/2018 2:07 PM 42 4.20 Source:WEB Comments:Friendly and professional.Nice and responsive.Helped with the ticket and was very helpful.Contacted staff member: Emmanuel 1/30/2019 9:30:28 AM Page 9 of 10 • M I AM I B EAC H Service Shopper Program -Comprehensive Department Report FISCAL YEAR 2019 Qtr1 ID ASSIGNMENT ASSIGNMENT ADDRESS FUNCTION DATE TIME TOTAL AVG RESHOP RESHOP# RESHOP TELEPHONE SECTION SHOPPED SHOPPED SCORE SOURCE DATE Garage - 7th Street and Collins Avenue 2043 7th Street and Collins Avenue Keith 11/23/2018 2:44 AM 49 4.90 Source:WEB Comments:Used initiative to assist and provide all information.Went out his way to make sure he provided me with good information.Contacted staff member:Keith 1946 7th Street and Collins Avenue Jose 11/29/2018 11:44 AM 50 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.Contacted staff member:Jose 3004 7th Street and Collins Avenue Reginald 12/8/2018 9:23 AM 39 3.90 Source:WEB Comments:Courteous and willing to provide assistance.Friendly and professional.Was assisting other customers as well.Took about 2-3 minutes to receive service.Handled it all pretty well.Was not extremely respectful or knowledgeable.Contacted staff member:Reginald 3005 7th Street and Collins Avenue Marlon 12/11/2018 2:47 AM 50 5.00 Source:WEB Comments:Courteous and willing to provide assistance.Friendly and professional.Used initiative to assist and provide all information.Contacted staff member:Marlon 3009 7th Street and Collins Avenue Jose 12/19/2018 11:22 AM 49 4.90 Source:WEB Comments:Courteous and willing to provide assistance.Friendly,professional and approachable.No ID.Contacted staff member: Jose 3013 7th Street and Collins Avenue Leslie 12/21/2018 7:11 PM 50 5.00 Source:WEB Comments:Friendly and professional.Patient-took time to answer questions.I had to get his attention because he had passed me already.Contacted staff member:Leslie 9495 7th Street and Collins Avenue Jose 50 5.00 3004 1 12/25/2018 Source:WEB Comments:Friendly and professional.Uniform was spot on.Great manners.Pleasure to talk to.Courteous and willing to provide assistance.Contacted staff member:Jose 3011 7th Street and Collins Avenue Marlon 12/30/2018 3:02 AM 50 5.00 Source:WEB Comments:Patient-took time to answer questions.Very courteous and helpful.Contacted staff member:Marlon Number of Shopping Experiences by Method: 16 Avg Score Sum: 76.90 Number of Reshopping Experiences by Method: 1 Average: 4.81 Number of Division Shopping Experiences: 16 Avg Score Sum: 76.90 Number of Division Reshopping Experiences: 1 Average: 4.81 DEPARTMENT SUMMARY Avg Score Sum: 560.5 2 Total Number of Departmental Shopping Experiences: 119 Number of Departmental Reshopping Experiences: 6 Average: 4.71 CITY WIDE TOTALS: FY2019 Qtrl Total Number of Departmental Shopping Experiences: 119 Avg Score Sum: 560.52 Number of Departmental Reshopping Experiences: 6 Average: 4.71 1/30/2019 9:30:28 AM Page 10 of 10