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Assessments in retail

Symphony TalentSeptember 19, 2021AssessmentsRetail / Manufacturing

Symphony Talent stepped up to the challenge with a set of strategic tools and solutions that gave our client the healthy advantage they needed.

The brief

The client was having trouble identifying candidates who would be a good fit for customer service roles in their healthy-lifestyle environment. As a result, turnover was high and building a talent pool was difficult.

The client’s hiring process did not include an assessment that measured a candidate’s knowledge and passion for a healthy lifestyle. In turn, hiring managers did not have the insights necessary to consistently identify strong, passionate candidates.

The challenge

To determine the key drivers of customer service success, Symphony Talent conducted a competency- based job analysis. Based on the results, we recommended our proprietary Customer Service Success Profile tool for hourly workers. We also conducted a validation study with existing employees to develop custom tailored candidate assessment solutions - ultimately resulting in a more enjoyable candidate experience.

In addition to the implementation of the custom assessment, the solution also included our “Healthy Lifestyle Credential,” a series of short, fun questions candidates could complete to stay engaged before they apply for a specific position. The Healthy Lifestyle Credential measured the candidate’s knowledge of natural foods as well as their fit with the client’s culture of healthy living.

Scores from the Healthy Lifestyle Credential, along with a candidate’s performance on the behavioral assessment, gave the client a holistic view of each candidate under consideration which helped them make better “right-fit” hiring decisions.

The solution

The custom-tailored assessment solution had a significant, positive relationship with on-the-job performance ratings. Individuals who performed well on the assessment and were hired by the Client performed better overall on the

job, which resulted in a decrease in turnover and ultimately, a cost savings for the organization.

Additionally, stores that implemented and consistently followed the assessment process reported
a dramatic increase in qualified candidates and a significant difference in overall retention rates, supporting the value of screening tools that align with the key drivers of the business.

Tools & Services relevant to this Case Study

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