Sample Candidate

Test ID: 265770195559380 [email protected]

Test Date: November 4, 2022

WriteX - Email Writing

(Customer Service)

57 %tile

Score: 58/100

WriteX - Email Writing (Customer Service) CEFR: A2 57 Percentile

Etiquette Content Grammar

80 / 100 27 / 100 69 / 100

Score Interpretation

Evaluators' score: Refers to human evaluators rating the candidate on a numeric scale (for example 1-5) from
which an overall score is generated.

AI-based evaluation (#/100): Scores generated by artificial intelligence are shown as ratings on a scale of 1-
100.

Comparison score (percentile): A score that's been compared against a group of other candidates (also known
as a normed score). For example, a candidate in the 60th percentile has scored better than 60% of the people
in the comparison group.

Absolute score (#/100): A score based on the number of correct responses. For example, a score of 60/100
means the candidate answered 60% of the questions correctly.

The color coding in this report is as given below:

Scores between 71 and 100

Scores between 31 and 70
Scores between 0 and 30

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1 Insights

WriteX - Email Writing (Customer Service) CEFR: A2 57 Percentile

This score measures the ability to write an email in a proper format. A well written email is easier to read and
understand. This skill is extremely important at work given the extensive use of emails for official communication.

The candidate is aware of the basic rules of email etiquette but needs to master the finer aspects.

Content 27 / 100

This score measures the relevance of the content written on a given topic. A high score on this
competency means that the content is relevant, simple and descriptive. The reasoning provided in the
email has the ability to influence the reader. This competency is important in most jobs as written
communication with clients and colleagues is an integral part of any job.

The content of the email does not highlight any clear issue and the main points (If any) do not seem
to support it.

Grammar 69 / 100

This score measures the grammatical correctness of the email written by the candidate. Improper
grammar can affect the meaning and clarity of the email. Knowledge of basic sentence structure and
avoiding grammatical errors ensures effective communication.

The sentences are properly structured and there are very few grammatical errors. There are no
significant errors in spelling and relatively few errors in the usage of words. The wrong usage does not
lead to any ambiguity in the meaning.

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2 Response

WriteX - Email Writing (Customer Service) CEFR: A2 57 Percentile

Question

Your name is Mary Taylor. You have recently joined Heven InfoTech Inc. as a customer sales executive (CSE). In
this role, your job is to understand clients' needs and persuade them to purchase your company's products and
services. You receive an email from a customer, Patrick Jones. He informs you that he has had a very negative
experience with your online data storage system. He purchased a three-month subscription and is very
dissatisfied with the speed of updates and with communication with your company. He is demanding a refund for
the inconvenience he has suffered. You are familiar with some of the issues that he is describing. However, your
company is not entirely responsible for the delays in communication because the customer gave you a wrong
address. Furthermore, you are behind in many of your client correspondences because technical glitches within
your company’s hardware have led to increased workloads for everyone. Send a reply to Patrick Jones
([email protected]) explaining the reasons for the recent delays. Explain also that the company
cannot issue refunds for services that have already been used. Also verify his contact details so that service can
be resumed.

Scores

Etiquette Content

80 / 100 27 / 100

Grammar

69 / 100

Response Error Summary

To: [email protected]
Email Etiquette 4
Subject: Reason for the recent delay.

Spelling 1
Hi, Patrick Jones
We hope you are doing fine today. Sorry to know about the bad experience with the onl
ine data storage system. I like to tell you that the reason behind the delay in the com White Space 1
munication is because the address given by you for the communication is wronng we tr
y to connect with you but unable to approach you.
Style 0
I talk with my seniors about your prblm and according to my company policy we can n
ot give refund for used servecies .
lokking ti help u in future. Have a great day. Grammar 13

thanks and regards,

Typographical 0
Mary Taylor

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Email Statistics

89 6 15 65 43
Average sentence
Total words Total sentences Total unique words Total stop words
length

Error Details

Email Etiquette

Hi, Patrick Jones No need to write full name in such cases. Either make it
Mr/Ms LastName or just FirstName

thanks and regards, Mary Taylor It is recommended to mention correct company name in
closing.

thanks and regards, Mary Taylor It is recommended to mention correct designation in

closing.

thanks and regards, Mary Taylor Words should start with a capital letter.

Spelling

used servecies . lokking ti help u in future. Have a Possible spelling mistake found. Consider replacing the
highlighted text with: 'you'.

White Space

...e can not give refund for used servecies . lokking ti help Don't put a space before the full stop
u in future. Have a gre...

Grammar

We hope you are doing fine today. Sorry to know about the Possible Grammar error found. Consider replacing the
bad experience wit highlighted text with 'well'.

he reason behind the delay in the communication is becaus Possible Grammar error found. Consider removing the
e the address given by you highlighted text

you for the communication is wronng we try to connect wit Possible Grammar error found. Consider replacing the
h you but unable to approach highlighted text with 'wrong'.

r the communication is wronng we try to connect with you Possible Grammar error found. Consider replacing the
but unable to approach yo highlighted text with '. We'.

e try to connect with you but unable to approach you. I tal Possible Grammar error found. Consider inserting 'are' over
k with my seniors ab here.

lk with my seniors about your prblm and according to my c Possible Grammar error found. Consider replacing the
ompany policy we can not giv highlighted text with 'problem'.

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ompany policy we can not give refund for used servecies . l Possible Grammar error found. Consider inserting 'a' over
okking ti help u in f here.

can not give refund for used servecies . lokking ti help u in Possible Grammar error found. Consider replacing the
future. Have a great day. highlighted text with 'services'.

e refund for used servecies . lokking ti help u in future. Ha Possible Grammar error found. Consider replacing the
ve a great day. highlighted text with 'looking'.

for used servecies . lokking ti help u in future. Have a grea Possible Grammar error found. Consider replacing the
t day. highlighted text with 'to'.

d servecies . lokking ti help u in future. Have a great day. Possible Grammar error found. Consider replacing the
highlighted text with 'you'.

vecies . lokking ti help u in future. Have a great day. Possible Grammar error found. Consider inserting 'the' over
here.

n future. Have a great day. Possible Grammar error found. Consider replacing the
highlighted text with '!'.

© 2022 SHL and/or its affiliates. All rights reserved.. 5/5