I don't agree with OA.
According to me, Option B is correct.
Kindly provide the OE.
Here ya go -
Identify the Question Type:
This can be identified as an Inference question because it asks for the answer choice which must be true.
Untangle the Stimulus:
Everything in the stimulus must be treated as true. We see some very strong language in the stimulus. According to the stimulus, customer expectations are always increasing, and and Courtier Services seeks to meet or exceed those expectations.
Predict the Answer:
Since Courtier Services intends to meet expectations that keep rising, we can infer that Courtier Services expects their capabilities to meet those expectations to keep improving as well.
Evaluate the Choices:
Answer Choice (A) says that Courtier Services's goal can only be met if continuing improvements in personalized customer care are possible. This is information also given in the stimulus, so this is the correct inference.
Choice (B) is not implied in the stimulus, since a company can fail to anticipate customer expectations and still provide good customer care. This is an irrelevant inference.
Choice (C) is not implied in the stimulus, because success in maintaining and attracting customers depends only on the ability to provide personalized customer care, not on a company's specific goal regarding customer service. This is an inference that is too extreme.
Choice (D) is not implied in the stimulus either—a company that is satisfied with its present level of customer care may not see the quality of its customer care decline, but, according to the stimulus, its customers may no longer be satisfied with present level of care. This inference focuses on a faulty use of detail.
Choice (E) states that Courtier Services presently meets or exceeds its customers' expectations for personalized customer care. This is an inference that is outside of the scope because having a goal does not necessarily imply that the goal has been met.
Important fact --> http://i.imgur.com/CKKBmmn.jpg