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Research drives what we do. Review the latest in sales and service scientific inquiry.ServiceKey Predicts Service Performance Conclusion
The purpose of this study was to investigate the construct validity and criterion validity of ServiceKey® by examining the relationship between ServiceKey® scores and the number of customer compliments received by customer service representatives (CSRs). The results of this study suggest that Level Four behaviors, particularly a positive identification with selling (Sales Identity) and anticipating service needs before they are expressed by the customer (Initiative), are those that distinguish average customer service from excellent customer service. The Service Aptitude scale did not levels of statistical certainty but was the third highest ranked differentiator.
The small sample size and the distribution of the data may explain why this was not significant. Another possible explanation for this result is that customer compliments are not elicited by CSRs simply being helpful (i.e., demonstrating Service Aptitude) but are instead elicited in response to service that exceeds expectations (Level Four behaviors).
