Customer Service Position

Overview

The following customer service study was conducted by a major airline in order to determine the validity of the Harrison Assessments' customer service template and the ability of the system to predict success in customer service.

The airline provided a job description that was used to make small adjustments to the Harrison Assessments' customer service template in order to suit that particular customer service situation.

Thirty-five Harrison Assessments' questionnaires were distributed to a sample population of employees in this particular position and 32 were completed. The supervisors gave each person who filled in the questionnaire a performance rating so that a correlation study between the Harrison Assessments' suitability rating and the supervisor's performance rating could be established. Employees were divided into good performers and poor performers. A cut-off point of 70% on the Harrison Assessments' suitability score was used. A suitability score of 70% or above was considered to be a prediction of 'good performance', and a suitability score below 70% was considered to be a prediction of 'poor performance'. Of the 32 employees, 22 were rated by the supervisors as good performers and 10 were rated by the supervisors as poor performers. Of the twenty-two good performers, 20 scored 70% or above on the Harrison Assessments' customer service template (indicating a prediction of good performance). Of the 10 poor performers, 8 scored lower than 70% on the Harrison Assessments' Customer service template (indicating a prediction of poor performance). Therefore, the Harrison Assessments' template predicted correctly in 28 of the 32 employees - an 88% predictive accuracy.

Performance
Total # of employees
# predicted to be good performers
# predicted to be poor performers
Accuracy
Good performers
22
20
2
91%
Poor performers
10
2
8
80%
Total
32
22
10
88%