Can Indeed Assessments predict performance?
We set out to understand how well our Customer Service assessment measured a person’s ability to succeed in a real Custmomer Service role. To better understand what employers might expect from prospective candidates, we compared the assesment scores of 200 Indeed customer service professionals with the performance reviews they received at their jobs.
Putting Indeed Assessments to the test
Indeed's Assessment Science and Client Success teams recently partnered to conduct a validation study of the Customer Service skills test. The goal of this study was to evaluate if the Customer Service skills test could be used as an objective tool for screening customer service candidates by predicting successful performance on key customer service-related metrics.
Getting to the core of customer service
To begin, the research team developed a multiple-choice question bank intended to measure customer service skills. They worked closely with external experts with extensive experience working and supervising employees in customer service roles. Experts were asked to help generate assessment scenarios and verify the accuracy of the test questions. The initial question bank contained two question types, which asked test takers to identify and address customer concerns by following process documentation or by using situational judgment.
Predicting the future
The 40-question skills test was then taken by over 200 current Client Success employees at Indeed. The research team analyzed the completed assessment data to determine which test questions best predicted successful employee performance on the job. Specifically, test taker performance (i.e., correct or incorrect responses) on each test question was compared to their customer service-related performance metrics. These analyses aimed to demonstrate a predictive relationship between both the Customer Service assessment and internal, Client Success employee performance data.
The analyses demonstrated that Client Success employees who scored high on the Customer Service skills test were two times more likely to be rated a strong performer
Analyzing the outcomes
From the initial test bank, analyses identified 14 questions of varying levels of difficulty that were most predictive of success on the customer service-related metrics. The analyses demonstrated that Client Success employees who scored high on the Customer Service skills test were two times more likely to be rated a strong performer compared to those who scored low on the test. The research team concluded that the test is a valid and useful tool for predicting customer service candidates' potential performance on the job.