Service Questionnaire (SQ™)

Linking Hourly Talent with Customer Service

Companies rely on the performance of front-line employees to create the desired customer experience and a competitive advantage. As such, companies need tools and strategies that ensure managers are consistently and effectively hiring, developing, and retaining hourly employees who have the attributes related to customer service.

This goal is made attainable with the SQ™. With multiple administration and scoring formats, the SQ™ enables hiring leaders to select, develop, and retain hourly employees who possess the Work Style, Interpersonal Skills, and Adaptability to deliver quality service and productivity.

Creating Hourly Talent Through Selection Success

Using the SQ™ as a tool for making more effective hourly hiring decisions has generated positive results for organizations — small, medium, and large — in multiple industries including restaurants, hotels, retail, and call centers. With results communicated in a detailed Selection Profile, Developmental Profile, and Follow-up Interview Report, this powerful tool measures critical areas of performance that are predictive of hourly employee success and retention.

Work Style: Drive and Energy; Acceptance of Authority
Interpersonal Skills: Sociability; Friendliness
Adaptability: Stress Tolerance; Teamwork
Overall Job Fit

To ensure the SQ™ is easy to use and flexibly integrated into hourly hiring systems, the following administration and scoring formats are available:

Paper-and-pencil
CD-ROM
Web-based
Applicant Tracking System/Hiring Management Systems integrations

Realizing the Benefits of the SQ™

Increasing quality of hourly employee hires
Enhancing retention of hourly talent
Improving customer service
Developing hourly talent
Raising the level of team effectiveness
Increasing consistency of hiring process
Improving confidence of hiring leaders

The case studies below detail how using the SQ™ can improve performance and reduce turnover in hourly employees.

Why BHI Expertise Makes a Difference

Specialization in Talent Gauging™ — assessment & development of people to drive organizational results
Combination of psychological insights and real-world business experience
Recognition that each organization is different, requiring unique but efficient solutions
Extensive data base serves as a benchmark against which we validate ongoing client services