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Posted on: November 2, 2020

Customer Feedback Improves Parking Operations

NORFOLK, VA – Customer feedback is driving improvements to parking operations. Parking examined the results of the September parking survey and reviewed routine customer comments to make the following improvements. 

  • Customer service 
    • All Parking Attendants took customer service training early in 2020 and will take additional classes to continue to improve the parking experience. Parking supervisors reinforce our Safe, Clean, and Customer-Focused mission with staff daily. 
    • Parking requires staff members to become certified for its online payment portal to provide additional support and assistance to our customers. 
    • Parking implemented contactless customer service throughout city parking facilities. 
    • Call buttons at garages will remain staffed from the main office and mobile customer service representatives with cell phones will respond to requests in person as needed. This allows customer service representatives to provide faster response times while patrolling and monitoring garages.  
  • Elevators 
    • Every city-owned garage contains at least two elevator cars. In November, Parking will increase signage in garages to provide clearer direction to all available elevators.  
  • Lighting 
    • Parking‘s maintenance staff patrols every garage daily to identify lights that need replacement. The goal is to replace lights within three business days of notification. We count on support from our customers to move vehicles parked under light fixtures scheduled for replacement – if the light is out, please park in another space! See a light out? Let us know through the MyNorfolk app, available for iOS and Android, by filing online, or by calling Norfolk Cares at 664-6510.  
    • Parking installed brighter, energy efficient LED lighting in Waterside, West Plume Street, York Street, MacArthur Center North and South, and Scope garages. A new LED lighting project is underway in the Freemason Street Garage. This project is scheduled for completion in November. 
  • Security 
    • Parking contracted with a new security company, Allied Security, with patrols 24 hours a day, seven days a week. Security patrols each city garage every hour, including stairwells. Additionally, Parking partnered with the Norfolk Police Department to provide additional security patrols in all garages and lots.  
  • Electric Vehicle Spaces 
    • Parking installed electric vehicle chargers in city garages including Waterside, MacArthur Center, Bank Street and Town Point garages. Click here for a complete map of garages with electric vehicle charging stations.  
    • To ensure that these spaces remain reserved for use by electric vehicles, Parking will install regulatory signage by November 1 to limit use to electric vehicles when charging.    
  • Cleanliness 
    • Parking continues to strive to provide our customers with the cleanest parking facilities possible. Maintenance staff monitor and clean every level of every garage daily, including sweeping and trash collection. Parking is purchasing new commercial grade heavy cleaning equipment expected to arrive this winter. 

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