Customer Service Applicant Inventory (CSAI)

Measures customer service attitudes, team effectiveness, service quality and performance.


Special Announcement

We regret to announce that as of February 2019 the publisher of this product has temporarily  discontinued only the paper-booklet version of this assessment.

IT IS STILL AVAILABLE IN SINGLE ONLINE COPIES.  Until further notice booklets are no longer available for purchase.

We apologize for the inconvenience that this creates for current booklet users.


The Customer Service Applicant Inventory (CSAI) is designed to help you determine whether a candidate has strong attitudes toward customer service that can lead to an increase in team effectiveness, service quality and performance. It is designed for entry-level, customer service positions. This test is not timed and takes approximately 50 minutes.

The CSAI measures the following scales:

Customer Service: Courteous, cooperative and friendly attitudes toward customers as well as basic sales techniques.

Teamwork: Cooperative work efforts and behaviours.

Communication: Willingness and ability to communicate effectively in groups or individual situations.

Stress Tolerance: The extent to which a candidate copes with stress.

Honesty: Whether or not a candidate will engage in theft or theft-related behaviour.

Drug Avoidance: Using or selling illicit drugs on the job.

Safety: The level of safety consciousness and the likelihood that the candidate will be a safety risk.

Training Readiness: Desire to learn and overall trainability.

Applied Math: Basic mathematical ability as it relates to multiplying, counting money and making change.

Employability Index: A reference to the overall suitability for hire.

Validity/Candidness: Indicates the extent to which a candidate responds to the assessment in a socially desirable manner.

Validity/Accuracy: Indicates the degree to which the applicant understood and carefully completed the inventory.


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Additional information

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Scoring Options



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