Good customer service by capable people can transform your business and play a huge role in customer retention. It is therefore critical to ensure you hire people with the right attitude towards serving customers. This may not be a skill that is very apparent in interviews. Mettl's B2B Customer Focus Assessment tries to solve this problem with an innovative test that actually puts the person in front of a customer (through videos) in addition to testing their personality (11 traits) for it. We also tailor the test towards the type of customers and situations faced in a B2B 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.
Reliability score : Cronbach's alpha .88
Validity score : This ranges from .86 to .90 for different norm groups
Theoretical basis : The Big 5 Theory of Personality
Key profiles the test is useful for:
The assessment consists of 66 (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).
What if a person takes a test in a socially desirable manner or manipulates the responses?
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?
Is it possible to map an organization's competency framework to your assessments?
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 behaviour, attitude or aptitude of the person?
Human behaviour 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 behaviour 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 behaviour of the person, always refer to the other environmental, physical and psychological factors driving that behaviour. This should be preferably done under supervision of qualified professionals only.
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