Customer Service Decision Making Test

The Customer Service Decision Making Test helps you hire people who don’t freeze, escalate, or fumble when customers need answers.

Built for front-line roles in retail, healthcare, call centers, and any fast-moving service job, this Customer Service Situational Judgment test shows you who can solve problems with confidence, courtesy, and common sense.

What the Test Measures

The questions in this assessment cover behavioral and situational decision making, focused specifically on customer-facing roles

Conscientiousness
Are they thoughtful, organized, and consistent, or do they rely on guesswork and impulse?

Interpersonal Skills
Can they build rapport and work well with others, even under stress?

Listening Skills
Do they pay attention to what the customer is really saying, or just wait for their turn to talk?

Service Orientation
Do they genuinely want to help, or are they just checking boxes?

Customer Service Test: Score Report

Each candidate’s score report shows:

Total Score Summary
Where they rank compared to other test takers overall (percentile-based).

Trait-Level Scores
Each of the four service traits is rated individually as High, Moderate, or Caution.

Average Time Per Question
Fast doesn’t always mean confident. Slow doesn’t always mean thoughtful. This metric helps reveal both.

Detailed Score Interpretations
Each trait includes an explanation of what the score means in real-life service behavior.

Follow-Up Interview Questions
Targeted questions you can use during interviews to probe deeper.

What is the Customer Service Decision Making Test?

It’s a pre-employment test that assesses how applicants approach real-life service situations. It measures judgment, emotional intelligence, and communication skills.

Who should take this test?

This test is ideal for anyone in a front-line service role: retail, hospitality, support centers, reception, or healthcare environments.

How much does this cost?

Pricing is simple and flexible as your needs change. Each test completed uses one test credit. (See pricing for credits )

Can I get a free sample before I purchase?

Yes, just visit Try for Free to provide your information and we’ll send a free sample of the test you request.

How it Works