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About the test:

The Customer Success Online Test assesses a candidate's knowledge and skills in the field of customer success. The test evaluates understanding of customer behavior, effective communication, problem-solving abilities, and the ability to develop and maintain strong customer relationships.

Covered skills:

  • Customer Success
  • Communication Skills
  • Critical Thinking
  • Business Analysis
  • Situational Judgement
  • Verbal Reasoning

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9 reasons why
9 reasons why

Adaface Customer Success Assessment Test is the most accurate way to shortlist Customer Success Managers



Reason #1

Tests for on-the-job skills

The Customer Success Test helps recruiters and hiring managers identify qualified candidates from a pool of resumes, and helps in taking objective hiring decisions. It reduces the administrative overhead of interviewing too many candidates and saves time by filtering out unqualified candidates at the first step of the hiring process.

The test screens for the following skills that hiring managers look for in candidates:

  • Ability to effectively communicate with customers and understand their needs
  • Ability to analyze business requirements and provide suitable solutions
  • Ability to think critically and problem-solve in different customer scenarios
  • Ability to reason verbally and communicate ideas clearly
  • Ability to evaluate and make sound judgments in situational contexts
Reason #2

No trick questions

no trick questions

Traditional assessment tools use trick questions and puzzles for the screening, which creates a lot of frustration among candidates about having to go through irrelevant screening assessments.

View sample questions

The main reason we started Adaface is that traditional pre-employment assessment platforms are not a fair way for companies to evaluate candidates. At Adaface, our mission is to help companies find great candidates by assessing on-the-job skills required for a role.

Why we started Adaface
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Reason #3

Non-googleable questions

We have a very high focus on the quality of questions that test for on-the-job skills. Every question is non-googleable and we have a very high bar for the level of subject matter experts we onboard to create these questions. We have crawlers to check if any of the questions are leaked online. If/ when a question gets leaked, we get an alert. We change the question for you & let you know.

How we design questions

These are just a small sample from our library of 10,000+ questions. The actual questions on this Customer Success Test will be non-googleable.

🧐 Question

Medium

Email on Friday evening
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Emily spent the entire week at a client's site as part of the accounting team. Emily is just about to leave for the weekend, when she notices that there is an email from another small, but growing client that they have been working closely for the past 3 months. Emily has a good professional relationship with Rebecca, who sent the email. Rebecca has a question, which she needs an urgent response to. Answering the question in detail will require Emily to access a number of files in her own office. What should Emily do first?
A: Reply immediately that she needs more information before she can respond in detail, and that she will do it first thing on Monday morning.

B: Rebecca will have gotten an out of office (OOO) response, so she can leave it for now and respond first thing on Monday morning.

C: Call Rebecca to find out by when they need the information. If they need it right away, Emily can go to office, give the required details and provide a more detailed response on Monday.

D: Reply to the email immediately, based on the information Emily has already and assure Rebecca that she will double check and send over a more detailed response first thing on Monday.

Medium

Handling Disruption in Supply Chain Management
Supply Chain Management
Risk Mitigation
Strategic Planning
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You are the Head of Supply Chain for a large automobile manufacturer. Your supply chain is highly globalized, with key components sourced from various international suppliers. Recently, a significant geopolitical event has caused disruption to the supply of a critical component sourced from a particular region, causing production delays. You need to quickly resolve this issue while also planning for future disruptions. How should you approach this situation?
A: Find a local supplier for the critical component, regardless of cost and quality.
B: Stockpile components to mitigate future disruptions.
C: Invest in developing the component in-house, regardless of the time and resources it may take.
D: Lobby with government bodies to prioritize your company's needs.
E: Seek alternative international suppliers, renegotiate contracts with a risk mitigation clause, and invest in dual sourcing for critical components.
F: Shift the burden to the production department to figure out how to handle the component shortage.
G: Initiate legal action against the current supplier for not fulfilling their contract.

Medium

Interpersonal Skill in Team Management
Conflict Resolution
Emotional Intelligence
Decision Making
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You are the team leader of a project team in a software development company. Your team consists of experienced and talented individuals. However, two of your team members, Alice and Bob, are frequently having disagreements, which is affecting the team's morale and overall productivity. The disagreements seem to stem from a clash in their working styles. Alice is very detail-oriented and likes to plan ahead while Bob is more spontaneous and likes to tackle problems as they come. You need to address this issue to ensure the project deadlines are met. What approach would you take?
A: They are both adults, wait for them to fix the issue by themselves. 
B: Pick the more competent team member's side and ask the other team member to adjust.
C: Have a private conversation with both Alice and Bob separately, to give feedback on their behaviors.
D: Organize team-building activities to improve team dynamics.
E: Report the situation to your manager and ask for their advice.
F: Terminate the less competent team member from the project team, and move them to another project.
G: Organize a meeting with both Alice and Bob, facilitating a discussion where they understand each other's perspectives and find a middle ground.

Easy

The Discrepancy
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You are a data analyst for a marketing agency. While reviewing the quarterly reports, you notice a discrepancy in the sales data for a major client. The total sales for the quarter, as per the report, are $200,000. However, when you add up the monthly sales data given in the same report, the total is $210,000. The senior analyst is already preparing to present this report to the client. What is your next step?
A: Immediately inform the senior analyst about the discrepancy and offer to recalculate all the data.
B: Assume it's a minor mistake and ignore it, focusing on your other tasks.
C: Cross-verify the data with the original data source before bringing it to the attention of the senior analyst.
D: Prepare an amended report and replace the existing report without informing anyone.
E: Inform the IT department about the potential data integrity issue.
F: Talk to the person who prepared the report about the discrepancy.
G: Submit a report to the senior management detailing the discrepancy.

Medium

The Medical Mix-Up
Patient Safety
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Sarah, a hospital administrator, was reviewing the medication administration records of patients. She came across a patient, Mr. Brown, who was reported to have an allergy to Penicillin. However, she noticed that the same patient was prescribed Amoxicillin for a bacterial infection. Knowing that both Penicillin and Amoxicillin are from the same drug family - beta-lactams, she should:
A: Assume the doctor knows best and ignore
B: Change the medication herself to a non-beta lactam drug
C: Contact the pharmacy to change the drug
D: Speak with the prescribing physician about the discrepancy
E: Consult the nurse who administered the medication
F: Immediately call the patient's family to inform them of the mistake
G: Report the case to a medical malpractice lawyer

Medium

Claims for a new drug Xylanex
Critical Thinking
Evaluating Arguments
Identifying Assumptions
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A pharmaceutical company claims that their new drug, Xylanex, is highly effective in treating a specific medical condition. They provide statistical data from a clinical trial to support their claim. However, a group of scientists has raised concerns about the validity of the study design and potential bias in the data collection process. They argue that the results may be inflated and not truly representative of the drug's effectiveness.

Which of the following assumptions is necessary to support the pharmaceutical company's claim?
A: The clinical trial participants were randomly selected and representative of the target population.
B: The scientists raising concerns have a conflict of interest and are biased against the pharmaceutical company.
C: The statistical analysis of the clinical trial data was conducted by independent experts.
D: The medical condition being treated by Xylanex is widespread and affects a large number of individuals.
E: The pharmaceutical company has a proven track record of developing effective drugs for similar medical conditions.

Medium

Emma's cafe business
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Emma's cafe has been operating successfully for the last 6 years. Profits have been growing every year, with this year (2020) being their best year so far. As a thank you, Emma treated her staff to a meal at a Michelin star restaurant. 
 image
Below are 3 statements about Emma, her staff and her cafe. Can you help us decide whether the 3 statements are "True", "Probably True", "Insufficient Data to Say True or False", "Probably False", or "False".

1. Emma's staff members are happy.
2. Emma's cafe did well in 2016.
3. Emma is rich.

A: True
B: False
C: Probably True
D: Probably False
E: Insufficient Data

Medium

Ivory's new startup
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Statement: Ivory started a new startup. We know for a fact that almost all startups fail within the first 2 years. 
Conclusion: Ivory's startup will fail.
Does the conclusion follow from the statement?

Easy

Overseas office
Inferential Reasoning
Reading Comprehension
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Your company recently opened a second office overseas. Some of the people from the original office will be relocating. All the people hired in the last six months will continue working in the original location where they were hired. Which of the following statements can be true regarding employees relocating?

Medium

China manufacturing
Economic reasoning
Cost analysis
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The cost of manufacturing phones in China is twenty percent lesser than the cost of manufacturing phones in Vietnam. Even after adding shipping fees and import taxes, it is cheaper to import phones from China to Vietnam than to manufacture phones in Vietnam. Which of the following statements is best supported by the given information. 
A: The shipping fee from China to Vietnam is more than 20% of the cost of manufacturing a phone in China.
B: The import taxes on a phone imported from China to Vietnam is less than 20% of the cost of manufacturing the phone in China. 
C: Importing phones in Vietnam will cut 20% of the manufacturing jobs in Vietnam.
D: It takes 20% more time to manufacture a phone in Vietnam than it does in China.
E: Labour costs in Vietnam are 20% higher than in China.

Medium

Commerical Premises
Reading comprehension
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A large real estate company conducted a recent study of their customers. The study was designed to uncover insights regarding the main criteria for choosing to invest in a residential property. A majority of the customers surveyed stated the 'returns profile' was their main priority, followed by 'development potential' and 'stability of income'. 'Portfolio legacy' ranked at the bottom in the list of factors. It was interesting to note that respondents were less likely to have residential holdings that formed part of mixed-use assets i.e. as an add on to commercial investment. One might assume that more investors are proactively investing in residential real estate rather than having incidental exposure via business investments. 
Based on the given passage, what can we say about the following statement?

Business owners having commercial premises often have a residential property as part of their portfolio.

Medium

PV of customer segments
Market Segmentation
ROI
CLV
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A retail company is exploring new customer segments to increase sales. You are provided with the following data on three potential customer segments:

Segment A:

- Average annual revenue per customer: $500
- Average customer retention rate: 80%
- Average customer acquisition cost: $200
- Expected segment size: 2,000 customers

Segment B:

- Average annual revenue per customer: $750
- Average customer retention rate: 70%
- Average customer acquisition cost: $300
- Expected segment size: 1,500 customers

Segment C:

- Average annual revenue per customer: $1,000
- Average customer retention rate: 60%
- Average customer acquisition cost: $400
- Expected segment size: 1,000 customers
Assuming a 10% discount rate, which customer segment should the company target to maximize the return on investment? A target customer segment would have higher customer lifetime value (CLV). Note that CLV is calculated by using the following formula:

CLV = (Average Annual Revenue per Customer * Gross Margin %) * (Retention Rate / (1 + Discount Rate - Retention Rate)) - Customer Acquisition Cost

Easy

Supply Chain Management
Cost Reduction
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A company is considering two options to optimize its supply chain and reduce costs. The following data has been provided for each option:

Option Alpha:

- Annual transportation cost reduction: $300,000
- Annual inventory carrying cost increase: $250,000
- One-time implementation cost: $100,000

Option Beta:

- Annual transportation cost reduction: $200,000
- Annual inventory carrying cost increase: $150,000
- One-time implementation cost: $50,000

As a business analyst, determine which option provides a higher net cost reduction over a 3-year period.
A: Option Alpha provides a higher net cost reduction.
B: Option Beta provides a higher net cost reduction.
C: Both options provide the same net cost reduction.
D: Neither option provides a net cost reduction.
E: The net cost reduction cannot be determined with the given data.
🧐 Question🔧 Skill

Medium

Email on Friday evening

2 mins

Situational Judgement
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Medium

Handling Disruption in Supply Chain Management
Supply Chain Management
Risk Mitigation
Strategic Planning

2 mins

Situational Judgement
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Medium

Interpersonal Skill in Team Management
Conflict Resolution
Emotional Intelligence
Decision Making

2 mins

Situational Judgement
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Easy

The Discrepancy

2 mins

Situational Judgement
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Medium

The Medical Mix-Up
Patient Safety

2 mins

Situational Judgement
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Medium

Claims for a new drug Xylanex
Critical Thinking
Evaluating Arguments
Identifying Assumptions

2 mins

Critical Thinking
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Medium

Emma's cafe business

2 mins

Critical Thinking
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Medium

Ivory's new startup

2 mins

Critical Thinking
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Easy

Overseas office
Inferential Reasoning
Reading Comprehension

2 mins

Verbal Reasoning
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Medium

China manufacturing
Economic reasoning
Cost analysis

2 mins

Verbal Reasoning
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Medium

Commerical Premises
Reading comprehension

2 mins

Verbal Reasoning
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Medium

PV of customer segments
Market Segmentation
ROI
CLV

3 mins

Business Analysis
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Easy

Supply Chain Management
Cost Reduction

2 mins

Business Analysis
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🧐 Question🔧 Skill💪 Difficulty⌛ Time
Email on Friday evening
Situational Judgement
Medium2 mins
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Handling Disruption in Supply Chain Management
Supply Chain Management
Risk Mitigation
Strategic Planning
Situational Judgement
Medium2 mins
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Interpersonal Skill in Team Management
Conflict Resolution
Emotional Intelligence
Decision Making
Situational Judgement
Medium2 mins
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The Discrepancy
Situational Judgement
Easy2 mins
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The Medical Mix-Up
Patient Safety
Situational Judgement
Medium2 mins
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Claims for a new drug Xylanex
Critical Thinking
Evaluating Arguments
Identifying Assumptions
Critical Thinking
Medium2 mins
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Emma's cafe business
Critical Thinking
Medium2 mins
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Ivory's new startup
Critical Thinking
Medium2 mins
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Overseas office
Inferential Reasoning
Reading Comprehension
Verbal Reasoning
Easy2 mins
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China manufacturing
Economic reasoning
Cost analysis
Verbal Reasoning
Medium2 mins
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Commerical Premises
Reading comprehension
Verbal Reasoning
Medium2 mins
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PV of customer segments
Market Segmentation
ROI
CLV
Business Analysis
Medium3 mins
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Supply Chain Management
Cost Reduction
Business Analysis
Easy2 mins
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Reason #4

1200+ customers in 75 countries

customers in 75 countries
Brandon

With Adaface, we were able to optimise our initial screening process by upwards of 75%, freeing up precious time for both hiring managers and our talent acquisition team alike!


Brandon Lee, Head of People, Love, Bonito

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Reason #5

Designed for elimination, not selection

The most important thing while implementing the pre-employment Customer Success Test in your hiring process is that it is an elimination tool, not a selection tool. In other words: you want to use the test to eliminate the candidates who do poorly on the test, not to select the candidates who come out at the top. While they are super valuable, pre-employment tests do not paint the entire picture of a candidate’s abilities, knowledge, and motivations. Multiple easy questions are more predictive of a candidate's ability than fewer hard questions. Harder questions are often "trick" based questions, which do not provide any meaningful signal about the candidate's skillset.

Science behind Adaface tests
Reason #6

1 click candidate invites

Email invites: You can send candidates an email invite to the Customer Success Test from your dashboard by entering their email address.

Public link: You can create a public link for each test that you can share with candidates.

API or integrations: You can invite candidates directly from your ATS by using our pre-built integrations with popular ATS systems or building a custom integration with your in-house ATS.

invite candidates
Reason #7

Detailed scorecards & benchmarks

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Reason #8

High completion rate

Adaface tests are conversational, low-stress, and take just 25-40 mins to complete.

This is why Adaface has the highest test-completion rate (86%), which is more than 2x better than traditional assessments.

test completion rate
Reason #9

Advanced Proctoring


Learn more

About the Customer Success Online Test

Why you should use Pre-employment Customer Success Test?

The Customer Success Test makes use of scenario-based questions to test for on-the-job skills as opposed to theoretical knowledge, ensuring that candidates who do well on this screening test have the relavant skills. The questions are designed to covered following on-the-job aspects:

  • Demonstrates strong understanding of customer success principles
  • Possesses excellent verbal and written communication skills
  • Applies critical thinking to solve complex customer issues
  • Analyzes business requirements to identify key success metrics
  • Utilizes situational judgment to handle challenging customer situations
  • Demonstrates ability to reason logically and make sound decisions
  • Exhibits strong problem-solving and analytical skills
  • Applies business analysis techniques to improve customer success
  • Demonstrates proficiency in verbal reasoning and comprehension
  • Possesses strong knowledge of customer success best practices

Once the test is sent to a candidate, the candidate receives a link in email to take the test. For each candidate, you will receive a detailed report with skills breakdown and benchmarks to shortlist the top candidates from your pool.

What topics are covered in the Customer Success Test?

  • Customer Success

    Customer Success refers to the practice of ensuring that customers achieve their desired outcomes when using a product or service. This skill should be measured in the test to assess a candidate's ability to understand customers' needs, effectively communicate solutions, and drive positive outcomes, ultimately leading to customer satisfaction and loyalty.

  • Business Analysis

    Business Analysis involves identifying business needs, problems, and opportunities and recommending feasible solutions. This skill should be measured in the test to evaluate a candidate's capability to analyze complex business data, identify trends and patterns, and make informed decisions to drive business growth and optimize processes.

  • Communication Skills

    Communication Skills encompass the ability to convey information clearly and effectively, both verbally and in writing. This skill should be measured in the test as it is essential for customer success professionals to articulate complex ideas, actively listen to customers' concerns, and establish a strong rapport, ensuring effective collaboration and customer satisfaction.

  • Situational Judgement

    Situational Judgement involves assessing scenarios and making sound decisions based on available information. This skill should be measured in the test to evaluate a candidate's ability to navigate various customer interactions, handle challenging situations with empathy and professionalism, and provide appropriate solutions, ultimately ensuring customer success and satisfaction.

  • Critical Thinking

    Critical Thinking refers to the ability to analyze and evaluate information objectively and logically to form sound judgments. This skill should be measured in the test to assess a candidate's capacity to assess complex customer situations, identify problems, and devise efficient strategies to drive customer success and ensure the achievement of desired outcomes.

  • Verbal Reasoning

    Verbal Reasoning involves understanding and evaluating written information to draw conclusions and make informed decisions. This skill should be measured in the test as it is critical for customer success professionals to comprehend customer requirements, effectively communicate solutions, and provide accurate and relevant information, ultimately leading to increased customer satisfaction and success.

  • Full list of covered topics

    The actual topics of the questions in the final test will depend on your job description and requirements. However, here's a list of topics you can expect the questions for Customer Success Test to be based on.

    Customer Relationship Management
    Customer Onboarding
    Customer Retention
    Customer Satisfaction
    Business Process Analysis
    Data Analysis
    Client Communication
    Feedback and Complaint Handling
    Product Knowledge
    Cross-selling and Upselling
    Account Management
    Customer Needs Assessment
    Documentation and Reporting
    Risk Assessment
    Conflict Resolution
    Service Level Agreements
    Goal Setting and Tracking
    Value Proposition
    Problem Identification
    Market Research
    Brand Advocacy
    Sales Techniques
    User Training
    Data Interpretation
    Negotiation Skills
    Presentation Skills
    Emotional Intelligence
    Business Acumen
    Strategic Thinking
    Time Management
    Situational Analysis
    Public Speaking
    Active Listening
    Team Collaboration
    Customer Success Metrics
    Customer Journey Mapping
    Sales Funnel Analysis
    Customer Segmentation
    Data-driven Decision Making
    Analytical Thinking
    Stakeholder Management
    Relationship Building
    Customer Feedback Analysis
    Problem-solving Techniques
    Market Trend Analysis
    Influencing Skills
    Cross-functional Collaboration
    Customer Churn Analysis
    Effective Communication Channels
    Customer Success Best Practices
    Customer Retention Strategies
    Customer Engagement Techniques
    Customer Support Tools
    Feedback Collection Methods
    Measuring Customer Satisfaction
    Evaluating Customer Experience
    Managing Customer Expectations
    Adapting to Customer Needs
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What roles can I use the Customer Success Test for?

  • Customer Success Manager
  • Business Development Manager
  • Sales Representative
  • Customer Service Representative
  • Marketing Specialist
  • Business Analyst
  • Product Manager
  • Financial Analyst
  • Entry Level Graduate
  • HR Associate

How is the Customer Success Test customized for senior candidates?

For intermediate/ experienced candidates, we customize the assessment questions to include advanced topics and increase the difficulty level of the questions. This might include adding questions on topics like

  • Thorough understanding of customer success lifecycle
  • Applies data analysis skills to drive customer success strategies
  • Demonstrates ability to interpret and analyze customer feedback
  • Utilizes effective communication skills to build relationships with customers
  • Applies situational judgment to prioritize customer needs
  • Possesses excellent listening skills to understand customer requirements
  • Applies critical thinking to identify root causes of customer issues
  • Exhibits strong problem-solving ability in complex business scenarios
  • Utilizes verbal reasoning to communicate effectively with customers
  • Demonstrates understanding of business analysis methodologies
Singapore government logo

The hiring managers felt that through the technical questions that they asked during the panel interviews, they were able to tell which candidates had better scores, and differentiated with those who did not score as well. They are highly satisfied with the quality of candidates shortlisted with the Adaface screening.


85%
reduction in screening time

Customer Success Hiring Test FAQs

Can I combine multiple skills into one custom assessment?

Yes, absolutely. Custom assessments are set up based on your job description, and will include questions on all must-have skills you specify. Here's a quick guide on how you can request a custom test.

Do you have any anti-cheating or proctoring features in place?

We have the following anti-cheating features in place:

  • Non-googleable questions
  • IP proctoring
  • Screen proctoring
  • Web proctoring
  • Webcam proctoring
  • Plagiarism detection
  • Secure browser
  • Copy paste protection

Read more about the proctoring features.

How do I interpret test scores?

The primary thing to keep in mind is that an assessment is an elimination tool, not a selection tool. A skills assessment is optimized to help you eliminate candidates who are not technically qualified for the role, it is not optimized to help you find the best candidate for the role. So the ideal way to use an assessment is to decide a threshold score (typically 55%, we help you benchmark) and invite all candidates who score above the threshold for the next rounds of interview.

What experience level can I use this test for?

Each Adaface assessment is customized to your job description/ ideal candidate persona (our subject matter experts will pick the right questions for your assessment from our library of 10000+ questions). This assessment can be customized for any experience level.

Does every candidate get the same questions?

Yes, it makes it much easier for you to compare candidates. Options for MCQ questions and the order of questions are randomized. We have anti-cheating/ proctoring features in place. In our enterprise plan, we also have the option to create multiple versions of the same assessment with questions of similar difficulty levels.

I'm a candidate. Can I try a practice test?

No. Unfortunately, we do not support practice tests at the moment. However, you can use our sample questions for practice.

What is the cost of using this test?

You can check out our pricing plans.

Can I get a free trial?

Yes, you can sign up for free and preview this test.

I just moved to a paid plan. How can I request a custom assessment?

Here is a quick guide on how to request a custom assessment on Adaface.

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40 min tests.
No trick questions.
Accurate shortlisting.
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