Good customer service by capable people can transform your business and play a huge role in customer retention. It is therefore critical to ensure that you hire people with the right attitude towards serving customers. This may not be a skill that is very apparent in interviews. Mettl's Customer Focus Assessment tries to solve this problem with an innovative test that measures customer orientation and a customer centric personality through 11 competencies. We also tailor the test towards the type of customers and situations faced in a B2C client facing role.
Training gap analysis
Customer service is a competency that can be developed by the right training as well. This test outlines the areas of development and red flags, if any, in a person's focus on the customer so that appropriate training needs can be identified.
Are you looking for a customized version of this test. Or looking to get a new test build according to your requirements from scratch? Reach out to our subject matter experts and discuss the same.
Key profiles the test is useful for:
The assessment consists of 80 (5 point Likert scale) items across the following tests :
This test measures the customer focus skills of a person based on 3 scales and 11 sub-scales- organization skills (customer service orientation, process orientation, time management), leadership skills (people management, problem solving and decision making, interpersonal effectiveness), personal skills (trustworthy, awareness of cultural processes, flexibility, integrity, team worker).
Utmost care has been taken care of the social desirability bias at the stage of the item construction itself. Only such items have been included in the final forms of the tests where, though the manipulation of response may seem obvious, but the scoring in such cases cannot be predicted. Alternatively, in few tests where the questions seem to be pretty straightforward, we scientifically figure out if the person has randomly responded or manipulated the responses.
Can we do benchmarking for an organization for a specific role?
It is possible to do so for different job roles for your organization. We follow a scientifically valid benchmarking process. Please write to us and we would be glad to assist.
Is it possible to map an organization's competency framework to your assessments?
We have an exhaustive list of satisfied clients. Please write to us for such a request and we would be glad to work out a solution for you.
How do we determine the thresholds for the proficiency levels for a norm group?
The thresholds for the proficiency levels are based on the normal probability distribution of scores for a particular norm group.
How are norms formed for any specific psychometric test?
The data obtained through across industries and across verticals of various types of organizations is updated in the Mettl database periodically. Utmost care is taken such that the newly added data gets incorporated periodically while preparing the reports.
What if the reports generated for the psychometric assessments differ from the actual behavior, attitude or aptitude of the person?
Human behavior is a projection of multiple psychological and environmental factors. So, any psychometric report should not be interpreted as a decisive predictor of a particular type of behavior or attitude. These reports should be integrated with all other sources of information in reaching professional decisions about the person. If you find any discrepancy in the reports from actual behavior of the person, always refer to the other environmental, physical and psychological factors driving that behavior. This should be preferably done under supervision of qualified professionals only.
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