The CSAI provides a standardized measure of potential for success in customer service positions.  It identifies qualified candidates by measuring aptitudes and attitudes shown to be associated with strong customer service.  The CSAI helps organizations improve service quality, better handle customer concerns, increase team effectiveness, strengthen performance, reduce accidents, and have more satisfied customers and a healthier bottom line.

Normative data is based on relevant groups.

The CSAI has been shown to be predictive of customer service-related performance ratings, exemplary employee status, and employee tenure. Validation studies are available upon request.

Multi-page CSAI reports include a graphical depiction of scores as well as positive and negative behavioral indicators and interview questions.

Dimensions of Measurement

• Customer Service - attitudes toward courtesy, cooperativeness, friendliness, and attentiveness towards customers.
• Teamwork - attitudes toward cooperation and collaborative work efforts toward solutions that benefit all involved parties.
• Communication - willingness and ability to communicate effectively in group or individual situations.
• Stress Tolerance - ongoing experience with stress and the ability to tolerate stress.
• Honesty - the likelihood that the candidate will not engagement in workplace theft.
• Drug Avoidance - the likelihood that the candidate will not sell or use illegal drugs on the job.
• Safety - level of safety conscientiousness and the likelihood that the candidate may be a safety risk.
• Applied Math - basic arithmetic ability as it relates to multiplication, counting money, and making change.
• Training Readiness - supplemental measure of desire to learn and overall trainability.
• Employability Index - overall indicator of customer service potential; the overall suitability for hire into a customer service position.
• Validity/Candidness - the degree to which a candidate responded to the questions openly.
• Validity/Accuracy - the degree to which a candidate understood and carefully completed the inventory.