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More about the TestGorilla Customer Service test

Discover the science behind this test and check out the recommended tests you may find useful alongside it in an assessment.

Scroll down for the latest validity study and suggested additional tests.

Back to the Customer Service test page

Available languages:
German, English, Spanish, French, Italian, Japanese, Dutch

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Administration time:

10 minutes

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Difficulty level:


Intermediate

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Number of questions:


15 questions per test, 100 in the test bank

Psychometric properties of the Customer Service test

The metrics reported below are based on a sample size (N) of at least 1,000 candidates unless indicated otherwise.

Reliability: Cronbach’s alpha coefficient = .64

Face validity: Candidates rated this test as accurately measuring their skills (average score of 4.4 out of 5.00).

Criterion-related validity: Candidates with higher scores on this test received higher average ratings from the hiring team during the selection process (r = .09).

For an in-depth look at interpreting test results, please take a look at our Science series articles: How to interpret test fact sheets (part 1): Reliability, and How to interpret test fact sheets (part 2): Validity.

For an explanation of the various terms, please refer to our Science glossary.

Reliability and validity

Sufficient data available

Analyses and checks conducted

Outcome

Reliability

Acceptable

Content validity

Acceptable

Face validity

Acceptable

Construct validity

Acceptable

Criterion-related validity

Acceptable

Group differences

Age differences

Pending

Pending

Pending

Gender differences

Acceptable

Ethnicity differences

Pending

Pending

Pending

Use these tests with the Customer Service test

We believe that multi-measure testing is essential in a holistic hiring process because it examines the candidate as a whole, including technical skills, soft skills, and personality. Below are some tests we recommend using alongside the Customer Service test.

Call Center Representative

This Call Center Representative test evaluates a candidate’s ability to provide support to customers while consistently delivering a great customer experience. This screening test will help you hire call center representatives with the critical soft skill
10 min
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Communication

This Communication skills test screens candidates for verbal, written, and nonverbal communication. Use this test to build collaborative teams.
8 min

Attention to Detail (Textual)

This Attention to Detail pre-hire skills test evaluates candidates’ ability to pay attention to textual detail while processing information. The attention to detail (textual) test helps companies identify candidates who can thoroughly and carefully handle intricate processes using analytical skills.
12 min
Popular

Problem Solving

This Problem Solving test evaluates candidates’ ability to define problems and analyze data and textual information to make correct decisions. This test helps you identify candidates who use analytical skills to evaluate and respond to complex situations.
9 min

Use TestGorilla to discover top candidates

Unlock the power of successful hiring! Streamline your hiring process, make informed decisions, and build a team that drives success. Begin your journey to a stronger team – use our Customer Service test in your assessment and find your future top performers.