CS AP™

Reliability:
The reliability of the Customer Service AP was examined using internal consistency. The coefficient alpha values of the Customer Service AP had a median of .88, with a range of .82 to .94. These high values imply that the questions assessing each competency are connected and are measuring the same idea.

Validity:
The CS AP has multiple sources of evidence that support its validity. The assessment has a factor structure that seems the most empirically and theoretically consistent compared to other plausible models. Additionally, the validity studies for the assessment demonstrated that high-performing customer service representatives score higher than the general population sample. To support that the assessment relates to work outcomes, the validity studies for the assessment show that those who have higher customer service aptitude, as measured by the Customer Service AP, have higher self-reported levels of job performance and job satisfaction. Furthermore, the scales of the assessment seem theoretically consistent, as they correspond closely to other measures that reflect similar content. 

Each participant in the Customer Service AP is compared to a group of 1,620 individuals who have taken the assessment previously. This sample, against which Customer Service AP scores are compared, is representative of the U.S. general population. It was evenly distributed by gender and across five age-ranges and was matched to the 2016 U.S. Census by race/ethnicity and geographic region. The participants in the comparison group had a variability of employment statuses and levels of education.