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Overview
The following customer service study was conducted by a major airline in order to determine the validity of the InnerView 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 InnerView customer service template in order to suit that particular customer service situation.
Thirty-five InnerView 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 InnerView 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 InnerView 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 InnerView customer service template (indicating a prediction of good performance). Of the 10 poor performers, 8 scored lower than 70% on the InnerView Customer service template (indicating a prediction of poor performance). Therefore, the InnerView 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% |
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