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Customers of ZQX financial services often call their financial advisers at ZQX for help in understanding the quarterly personal financial statements ZQX sends to customers. For years, there have been consistent complaints about the difficulty of understanding the statements. Despite this, and despite a new company initiative to improve customer service, ZQX has no plans to alter its statements.

Which of the following, if true, would best explain ZQX's reluctance to alter its statements?

a) A well respected industry survey consistently ranks ZQX as of the the best financial services companies in the nation.

b) ZQX's financial advisers are very effective at answering customers questions about their financial statements.

c) Customers who have regular contact with their financial advisers are tend to be willing to invest more money with those advisers.

d) Investors find the quarterly financial statements issued by other financial services companies less confusing that those issued by ZQX.

e) The company initiative to improve was prompted by complaints regarding certain advisers mishandling of customers fund.


The passage starts off with a company that provides hard-to-understand personal financial statements to its customers. There have been complaints for years but even though the company is on a customer service improvement drive, it has no intention to change these statements.

We're asked to look for why the company wants to keep these hard-to-understand statements.

(C) is the answer. If something increases the chances of a company making more money, the company is probably going to continue doing it. Ironically, these hard-to-understand statements bring more money in because they result in clients contacting their financial advisers more (to understand the statements), a byproduct of more contact being that the clients "tend" to invest more with these advisers.

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Hello from the GMAT Club VerbalBot!

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