Service excellence is key to our business and to our industry. We selected Logi-Serve to help us achieve the best guest services possible.
Logi-Serve brings scientific rigor, innovation and flexibility to ensure we identify outstanding employees who live up to our purpose and values.
Logi-Serve has taken assessment science to a new level of insight.
Nothing is more important to us than delivering outstanding customer experiences, so our clients can stay fit, healthy and have fun.
Logi-Serve brings scientific rigor, innovation and flexibility ... to delight our customers at every encounter.
Logi-Serve offers a scientific, state-of-the-art customer service predictor that we believe will be an important part of our talent acquisition strategy.
We selected Logi-Serve because it can enable us to efficiently achieve our service goals and delight our residents.
Service excellence is key to the future of the dealership business model, and Logi-Serve brings a laser-like focus to this area.
HR and business leaders should evaluate Logi-Serve.
The Logi-Serve Assessment provides an objective way to tease out the secret chemistry that exists in high-performing employees.
Logi-Serve is providing very good reporting as well as a solution set that is helping improve business performance over time.
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Logi-Serve Sharpens Hiring at Pet Supplies Plus
Posted on Jul 01 2013
Pet Supplies Plus is a rapidly growing business supplying pet-care products in more than 250 neighborhood locations in 23 states. It began using Logi-Serve in June 2012 to assist in hiring decisions related to Store Team Leader and Team Member positions in approximately 130 stores. A case study conducted over the ensuing nine months showed that Logi-Serve was instrumental in reducing overall employee turnover by 21 percent and creating substantial improvements in secret-shopper experiences.
In the 130 stores covered in the pilot test, Pet Supplies Plus screened over 30,000 applications for Store Team Leader and Team Member positions. When the pilot study concluded in March 2013, roughly 14 percent of then-current Store Team Leaders and 65 percent of then-current Store Team Members had been hired using the Logi-Serve assessment tool.
The impact of the Logi-Serve assessment on the quality of new hires was determined by comparing data for turnover and customer satisfaction from a period of time before Logi-Serve was utilized against a period of time after Logi-Serve was introduced. Customer service data came from two sets of aggregate mystery shopper scores, from January to June 2012 (before Logi-Serve) and from July 2012 to March 2013 (with Logi-Serve).
"Logi-Serve is clearly reducing costs and aligning with our business mission to drive store revenue through higher customer service quality. We look to deepen our use of the many impressive features Logi-Serve offers."Heidi Char, Senior Vice President Human Resources
Analyses and Findings
Turnover. There was a 21 percent decrease in turnover (voluntary, involuntary and other) when Logi-Serve was used with the current Pet Supplies Plus applicant screening process.These reductions have a direct financial perspective on store performance. Based on conservative assumptions, Logi-Serve enabled Pet Supplies Plus to reduce it costs associated with turnover by 21 percent, or $175,000.
Regarding turnover (involuntary, voluntary and other), there was a 21 percent decrease when Logi-Serve was used with the current Pet Supplies Plus applicant screening process.
Customer service. Results of a store-level analysis indicate substantial improvements across all secret shopper dimensions. Secret shopper scores from the period of time following Logi-Serve implementation were significantly higher than those from the period preceding Logi-Serve implementation.
Logi-Serve had a highly positive impact on both turnover and customer service once included in Pet Supplies Plus’ updated applicant screening and selection process.