It is currently 20 Sep 2017, 17:03

Close

GMAT Club Daily Prep

Thank you for using the timer - this advanced tool can estimate your performance and suggest more practice questions. We have subscribed you to Daily Prep Questions via email.

Customized
for You

we will pick new questions that match your level based on your Timer History

Track
Your Progress

every week, we’ll send you an estimated GMAT score based on your performance

Practice
Pays

we will pick new questions that match your level based on your Timer History

Not interested in getting valuable practice questions and articles delivered to your email? No problem, unsubscribe here.

Close

Request Expert Reply

Confirm Cancel

Events & Promotions

Events & Promotions in June
Open Detailed Calendar

In a recent customer satisfaction survey, 2000 customers of a certain

  new topic post reply Question banks Downloads My Bookmarks Reviews Important topics  
Author Message
TAGS:

Hide Tags

Intern
Intern
avatar
Joined: 26 Mar 2015
Posts: 21

Kudos [?]: 28 [0], given: 50

GPA: 3.22
WE: Information Technology (Computer Software)
In a recent customer satisfaction survey, 2000 customers of a certain [#permalink]

Show Tags

New post 01 Jun 2016, 11:45
7
This post was
BOOKMARKED
00:00
A
B
C
D
E

Difficulty:

  95% (hard)

Question Stats:

26% (01:34) correct 74% (01:54) wrong based on 363 sessions

HideShow timer Statistics

In a recent customer satisfaction survey, 2000 customers of a certain bank that had recently switched from live tellers to automated banking expressed dissatisfaction with their bank. They said that they felt alienated and insignificant, and that they believed their bank no longer cared for its customers. Many felt that the services offered were inadequate and that the banking options they desired were not present. Analysts of the banking industry have used the evidence gathered in this survey in their reports to warn banks that automation of banking procedures, while cost-efficient, leads to dissatisfaction among customers.

Which one of the following statements, if true, most forcefully undermines the conclusion of the banking industry analysts described above?

A. The customers surveyed were chosen at random, and represent a valid cross-section of the bank’s customer base.
B. The accuracy of bank record-keeping procedures has increased dramatically in recent years with the advent of advanced computers.
C. The bank in question had turned to the use of automated banking in response to customer complaints of poor service and general dissatisfaction.
D. Since the standardization of banking procedures is now controlled by federal law, the importance of banking options had declined significantly.
E. According to another survey, computerization and automation of certain other financial-services industries have led to increased client satisfaction.

Please explain the answer with reasoning?
[Reveal] Spoiler: OA

Kudos [?]: 28 [0], given: 50

4 KUDOS received
Senior Manager
Senior Manager
User avatar
Joined: 31 Mar 2016
Posts: 407

Kudos [?]: 74 [4], given: 197

Location: India
Concentration: Operations, Finance
GMAT 1: 670 Q48 V34
GPA: 3.8
WE: Operations (Commercial Banking)
GMAT ToolKit User Premium Member
Re: In a recent customer satisfaction survey, 2000 customers of a certain [#permalink]

Show Tags

New post 01 Jun 2016, 12:12
4
This post received
KUDOS
Premise :- In a recent customer satisfaction survey, 2000 customers of a certain bank that had recently switched from live tellers to automated banking expressed dissatisfaction with their bank. They said that they felt alienated and insignificant, and that they believed their bank no longer cared for its customers. Many felt that the services offered were inadequate and that the banking options they desired were not present.
Conclusion:- Analysts of the banking industry have used the evidence gathered in this survey in their reports to warn banks that automation of banking procedures, while cost-efficient, leads to dissatisfaction among customers.
.
The conclusion in short is that automation of banking procedure is the actual cause of customer dissatisfaction of customers. This is a "survey error" type of question.

A. The customers surveyed were chosen at random, and represent a valid cross-section of the bank’s customer base - this is an opposite answer and will strengthen the argument by adding on that the survey samples are valid and not weaken it. hence eliminate this choice.
B. The accuracy of bank record-keeping procedures has increased dramatically in recent years with the advent of advanced computers - This does not address the issues conveyed by the customer survey as record keeping is not an issue here. Out of Scope Answer hence eliminate.
C. The bank in question had turned to the use of automated banking in response to customer complaints of poor service and general dissatisfaction. - This is a trap answer. Read this together with the survey report in argument. This would imply that customers were not happy due to which the bank chose automated systems. Now the survey concludes this alternative automated banking system too has failed leading to further customer dissatisfaction!. This would strengthen the argument while at the outset looks like a weakener. Wrong Answer.
D. Since the standardization of banking procedures is now controlled by federal law, the importance of banking options had declined significantly - Irrelevant answer as the argument does not base its conclusion on "importance" of banking options rather limitations. hence eliminate.
E. According to another survey, computerization and automation of certain other financial-services industries have led to increased client satisfaction - You are here handling a thorn by another thorn. As i pointed out before the question falling under "Survey Error" category, the argument is the suspect and all the answer choices are true but only one will weaken the conclusion. In statement is true by virtue of the question. This will challenge the survey result mentioned in the argument. basically an established Survey that is considered true vs a suspect survey in argument. This is the right answer in my view.
.

Correct answer choice is E in my view. Give kudos if that helped you.

Kudos [?]: 74 [4], given: 197

Manager
Manager
avatar
Joined: 17 Sep 2015
Posts: 96

Kudos [?]: 72 [0], given: 155

Re: In a recent customer satisfaction survey, 2000 customers of a certain [#permalink]

Show Tags

New post 13 Jul 2016, 05:18
I would go with :JonathanSchneider
ManhattanGMAT Staff

Quoting him

"I would choose C as well. We are asked to weaken the conclusion. This can be done in two ways: by adding a new counter-premise, or by undermining an assumption in the argument. (Undermining an assumption is more difficult and more common.) There is an assumption in this argument, which is that the 2000 customers were unhappy BECAUSE of the new, automated system. We might not see this as an assumption because of the subtle sleight of hand in the argument. We are told that the customers feel insignificant, and that they think the bank no longer cares about them. It seems as though this is because of the new automated system; however, we cannot know that for sure - it could certainly be that these customers dislike the bank for other reasons. Choice C best negates the assumption - it shows us that the customers were already unhappy with this bank. As a result, the new survey might not be very worthwhile.

E is a good option, but second-best. A actually supports the conclusion - it makes the survey even more valid."

Can someone please confirm the OA and provide a better sound reasoning behind it?
Thanks
_________________

You have to dig deep and find out what it takes to reshuffle the cards life dealt you

Kudos [?]: 72 [0], given: 155

Intern
Intern
User avatar
Joined: 02 Jun 2016
Posts: 41

Kudos [?]: 23 [0], given: 5

Schools: Sloan '19 (II)
Re: In a recent customer satisfaction survey, 2000 customers of a certain [#permalink]

Show Tags

New post 13 Jul 2016, 12:51
aniketm.87@gmail.com wrote:
I would go with :JonathanSchneider
ManhattanGMAT Staff

Quoting him

"I would choose C as well. We are asked to weaken the conclusion. This can be done in two ways: by adding a new counter-premise, or by undermining an assumption in the argument. (Undermining an assumption is more difficult and more common.) There is an assumption in this argument, which is that the 2000 customers were unhappy BECAUSE of the new, automated system. We might not see this as an assumption because of the subtle sleight of hand in the argument. We are told that the customers feel insignificant, and that they think the bank no longer cares about them. It seems as though this is because of the new automated system; however, we cannot know that for sure - it could certainly be that these customers dislike the bank for other reasons. Choice C best negates the assumption - it shows us that the customers were already unhappy with this bank. As a result, the new survey might not be very worthwhile.

E is a good option, but second-best. A actually supports the conclusion - it makes the survey even more valid."

Can someone please confirm the OA and provide a better sound reasoning behind it?
Thanks



I tried Googling this question too and the Manhattan forum you got this from seems to be the only other place that has discussed this question. I think at the end of the day though, E is still better than C.
C says the bank switched to automated banking in response to dissatisfied customers. This could explain why the survey expressed so much hate, the bank sucks either way, so automated system might not be that bad after all. But this doesn't undermine the analysts conclusion that automated banking WILL lead to customer dissatisfaction. Under C, it is possible the bank was terrible, and automated banking made it EVEN MORE terrible. E directly destroys the analyst's conclusion- he has one survey as evidence, and from that he claims automation for sure will be bad, but why should we believe him when there is conflicting data that shows the exact opposite- automation in similar industries have had an increase in success.

I agree though, E is still quite sketchy. The "other financial-services industries" prevents E from being a clear pick. What does that even mean, other financial-services industries? If E had said other banks or other financial services then it would be fine, but entire other industries?? That's a bit off-putting, because we have no idea what the dynamics of these other industries are, and whether they are even similar to the bank in question. However, I still believe E to be "more correct" than C for the reasons presented, and the addition of "financial-services" is likely enough to bridge the relationship between the bank and the other sources of data.

Kudos [?]: 23 [0], given: 5

Intern
Intern
avatar
Joined: 02 Jul 2014
Posts: 12

Kudos [?]: 6 [0], given: 9

Location: India
Concentration: Technology, Strategy
Schools: ISB '17, IIMA , IIMB, Mannheim, EBS, XLRI
GMAT Date: 08-16-2015
GPA: 2.69
WE: Design (Manufacturing)
GMAT ToolKit User
Re: In a recent customer satisfaction survey, 2000 customers of a certain [#permalink]

Show Tags

New post 13 Jul 2016, 15:34
Option C correctly defines the customer satisfaction is not result of automated banking. bank customers are already unsatisfied.
Option E is doubting th survey conducted ?? somebody can explain
mayankgupta01 wrote:
In a recent customer satisfaction survey, 2000 customers of a certain bank that had recently switched from live tellers to automated banking expressed dissatisfaction with their bank. They said that they felt alienated and insignificant, and that they believed their bank no longer cared for its customers. Many felt that the services offered were inadequate and that the banking options they desired were not present. Analysts of the banking industry have used the evidence gathered in this survey in their reports to warn banks that automation of banking procedures, while cost-efficient, leads to dissatisfaction among customers.

Which one of the following statements, if true, most forcefully undermines the conclusion of the banking industry analysts described above?

A. The customers surveyed were chosen at random, and represent a valid cross-section of the bank’s customer base.
B. The accuracy of bank record-keeping procedures has increased dramatically in recent years with the advent of advanced computers.
C. The bank in question had turned to the use of automated banking in response to customer complaints of poor service and general dissatisfaction.
D. Since the standardization of banking procedures is now controlled by federal law, the importance of banking options had declined significantly.
E. According to another survey, computerization and automation of certain other financial-services industries have led to increased client satisfaction.

Please explain the answer with reasoning?

Kudos [?]: 6 [0], given: 9

Top Contributor
Math Forum Moderator
User avatar
Joined: 06 Jul 2014
Posts: 1272

Kudos [?]: 2239 [0], given: 178

Location: Ukraine
Concentration: Entrepreneurship, Technology
GMAT 1: 660 Q48 V33
GMAT 2: 740 Q50 V40
GMAT ToolKit User Premium Member
Re: In a recent customer satisfaction survey, 2000 customers of a certain [#permalink]

Show Tags

New post 15 Jul 2016, 04:46
Top Contributor
1
This post was
BOOKMARKED
mayankgupta01 wrote:
In a recent customer satisfaction survey, 2000 customers of a certain bank that had recently switched from live tellers to automated banking expressed dissatisfaction with their bank. They said that they felt alienated and insignificant, and that they believed their bank no longer cared for its customers. Many felt that the services offered were inadequate and that the banking options they desired were not present. Analysts of the banking industry have used the evidence gathered in this survey in their reports to warn banks that automation of banking procedures, while cost-efficient, leads to dissatisfaction among customers.

Which one of the following statements, if true, most forcefully undermines the conclusion of the banking industry analysts described above?

A. The customers surveyed were chosen at random, and represent a valid cross-section of the bank’s customer base.
B. The accuracy of bank record-keeping procedures has increased dramatically in recent years with the advent of advanced computers.
C. The bank in question had turned to the use of automated banking in response to customer complaints of poor service and general dissatisfaction.
D. Since the standardization of banking procedures is now controlled by federal law, the importance of banking options had declined significantly.
E. According to another survey, computerization and automation of certain other financial-services industries have led to increased client satisfaction.

Please explain the answer with reasoning?


I think that C is incorrect because in argument we have such structure:
bank provide automation -> select users with experience from that automation -> and ask them about this automation -> users complain about the automated system

But it is not clear stated that users complain about the automated system and this creates confusion. For eliminating this confusion we should pay an attention on all information in the argument: it can not be started from the telling about the automated system and then just switch on the survey about bank situation in common. So the survey was about the automated system and customer's feelings about bank before implementation of this system are out of scope.

E is correct because it weakens the argument by saying that there is another survey in the similar industry that shows satisfaction of clients.

In weaken type of question correct answer should not completely destroy an argument. Completely enough if it creates some hesitations about the conclusion of an argument.
_________________

Simple way to always control time during the quant part.
How to solve main idea questions without full understanding of RC.
660 (Q48, V33) - unpleasant surprise
740 (Q50, V40, IR3) - anti-debrief ;)

Kudos [?]: 2239 [0], given: 178

Director
Director
User avatar
Joined: 04 Jun 2016
Posts: 648

Kudos [?]: 346 [0], given: 36

GMAT 1: 750 Q49 V43
In a recent customer satisfaction survey, 2000 customers of a certain [#permalink]

Show Tags

New post 30 Jul 2016, 09:09
mayankgupta01 wrote:
In a recent customer satisfaction survey, 2000 customers of a certain bank that had recently switched from live tellers to automated banking expressed dissatisfaction with their bank. They said that they felt alienated and insignificant, and that they believed their bank no longer cared for its customers. Many felt that the services offered were inadequate and that the banking options they desired were not present. Analysts of the banking industry have used the evidence gathered in this survey in their reports to warn banks that automation of banking procedures, while cost-efficient, leads to dissatisfaction among customers.

Which one of the following statements, if true, most forcefully undermines the conclusion of the banking industry analysts described above?

A. The customers surveyed were chosen at random, and represent a valid cross-section of the bank’s customer base.
B. The accuracy of bank record-keeping procedures has increased dramatically in recent years with the advent of advanced computers.
C. The bank in question had turned to the use of automated banking in response to customer complaints of poor service and general dissatisfaction.
D. Since the standardization of banking procedures is now controlled by federal law, the importance of banking options had declined significantly.
E. According to another survey, computerization and automation of certain other financial-services industries have led to increased client satisfaction.

Please explain the answer with reasoning?


E is a typo error or a deliberate prank to hoodwink people.

The correct answer is Definitely C

E cannot be the answer at all
First :- Banking and certain other financial services are two different sectors. There is no logic to compare them.
Banking is for common man {rich, poor, middle class} Whereas certain financial sector industries such as share market and gold trading or forex is for other strata of society. If a American share trader can get the correct trend of the share market in Asia , it would be advantageous to him. Therefore he will be happy and satisfied. Whereas an old lady in rural texas who has been coming to the bank for 40 years might be confused with all that shining ATM machines and check collecting machines and all. E is talking about a strata that the argument is not at all concerned with.THEREFORE E IS WRONG. E's comparison has nothing to do with satisfaction of bank customers.
E is irrelevant. {Imagine the argument is about sharks and analyst is talking about aliens}

C is correct. Because earlier customers were unhappy with live tellers and the way services was provided to them given by bank employees. Customers complained, cringed and whined to the bank to make things automatic. SO the bank has done automation as per customer's demand.
This weakens, destroys, and annihilates the analyst conclusion because Automation is done as per peoples wish and peoples want automation.
C IS THE CORRECT ANSWER
p.s:- I am backing C with my personal credentials as the correct answer. :)

A. The customers surveyed were chosen at random, and represent a valid cross-section of the bank’s customer base.
B. The accuracy of bank record-keeping procedures has increased dramatically in recent years with the advent of advanced computers.

C. The bank in question had turned to the use of automated banking in response to customer complaints of poor service and general dissatisfaction.
D. Since the standardization of banking procedures is now controlled by federal law, the importance of banking options had declined significantly.
E. According to another survey, computerization and automation of certain other financial-services industries have led to increased client satisfaction.

_________________

Posting an answer without an explanation is "GOD COMPLEX". The world doesn't need any more gods. Please explain you answers properly.
FINAL GOODBYE :- 17th SEPTEMBER 2016. .. 16 March 2017 - I am back but for all purposes please consider me semi-retired.

Kudos [?]: 346 [0], given: 36

Intern
Intern
avatar
Joined: 11 Aug 2016
Posts: 23

Kudos [?]: [0], given: 3

Re: In a recent customer satisfaction survey, 2000 customers of a certain [#permalink]

Show Tags

New post 13 Sep 2016, 10:11
mayankgupta01 wrote:
In a recent customer satisfaction survey, 2000 customers of a certain bank that had recently switched from live tellers to automated banking expressed dissatisfaction with their bank. They said that they felt alienated and insignificant, and that they believed their bank no longer cared for its customers. Many felt that the services offered were inadequate and that the banking options they desired were not present. Analysts of the banking industry have used the evidence gathered in this survey in their reports to warn banks that automation of banking procedures, while cost-efficient, leads to dissatisfaction among customers.

Which one of the following statements, if true, most forcefully undermines the conclusion of the banking industry analysts described above?

A. The customers surveyed were chosen at random, and represent a valid cross-section of the bank’s customer base.
B. The accuracy of bank record-keeping procedures has increased dramatically in recent years with the advent of advanced computers.
C. The bank in question had turned to the use of automated banking in response to customer complaints of poor service and general dissatisfaction.
D. Since the standardization of banking procedures is now controlled by federal law, the importance of banking options had declined significantly.
E. According to another survey, computerization and automation of certain other financial-services industries have led to increased client satisfaction.

Please explain the answer with reasoning?



According to banking analysts based on a survey from one bank they concluded that automation leads to dissatisfaction among customers.To weaken the conclusion we need to prove that its not the cause which lead to dissatisfaction or its just a mere coincidence.

A.It strengthens the argument because it proves the analysts where right.
B.Bank record- keeping procedures are out of scope to the argument.
C.This is again strengthening the analysts point.
D.Federal law is irrelevant.
E.This actually weakens the analysts point and proves that based on a single survey they generalised that automation leads to client dissatisfaction whereas another survey results are opposite.

Kudos [?]: [0], given: 3

Expert Post
Director
Director
User avatar
B
Joined: 17 Dec 2012
Posts: 601

Kudos [?]: 508 [0], given: 16

Location: India
Re: In a recent customer satisfaction survey, 2000 customers of a certain [#permalink]

Show Tags

New post 21 Aug 2017, 21:40
To me, C does not seem to be the best answer. Customers were dissatisfied with the bank's service and so the bank turned to automation. If the customers feel automation is lacking personal touch, there is no way to set it right unlike in the earlier case where the services of the bank can be improved. So it argues against automation.

E though better is still not very forceful. But it is definitely the best of the lot.
_________________

Srinivasan Vaidyaraman
Sravna
http://www.sravnatestprep.com/regularcourse.php

Free Online Coaching
Standardized Approaches

Kudos [?]: 508 [0], given: 16

VP
VP
User avatar
G
Status: Learning
Joined: 20 Dec 2015
Posts: 1020

Kudos [?]: 52 [0], given: 497

Location: India
Concentration: Operations, Marketing
GMAT 1: 670 Q48 V36
GRE 1: 314 Q157 V157
GPA: 3.4
WE: Manufacturing and Production (Manufacturing)
Re: In a recent customer satisfaction survey, 2000 customers of a certain [#permalink]

Show Tags

New post 22 Aug 2017, 00:47
mayankgupta01 wrote:
In a recent customer satisfaction survey, 2000 customers of a certain bank that had recently switched from live tellers to automated banking expressed dissatisfaction with their bank. They said that they felt alienated and insignificant, and that they believed their bank no longer cared for its customers. Many felt that the services offered were inadequate and that the banking options they desired were not present. Analysts of the banking industry have used the evidence gathered in this survey in their reports to warn banks that automation of banking procedures, while cost-efficient, leads to dissatisfaction among customers.

Which one of the following statements, if true, most forcefully undermines the conclusion of the banking industry analysts described above?

A. The customers surveyed were chosen at random, and represent a valid cross-section of the bank’s customer base.
B. The accuracy of bank record-keeping procedures has increased dramatically in recent years with the advent of advanced computers.
C. The bank in question had turned to the use of automated banking in response to customer complaints of poor service and general dissatisfaction.
D. Since the standardization of banking procedures is now controlled by federal law, the importance of banking options had declined significantly.
E. According to another survey, computerization and automation of certain other financial-services industries have led to increased client satisfaction.

Please explain the answer with reasoning?


The answer is E

This is weakening question so one way to arrive at the answer is to disprove the survey and the second way is to give some other reason for the conclusion or effects .
This choice sates that inspite of the automation the services rendered by the bank are poor .They may have a very bad software with many bottlenecks .


C on the other hand does not give us any information regarding the satisfaction after automation.
_________________

We are more often frightened than hurt; and we suffer more from imagination than from reality

Kudos [?]: 52 [0], given: 497

Re: In a recent customer satisfaction survey, 2000 customers of a certain   [#permalink] 22 Aug 2017, 00:47
    Similar topics Author Replies Last post
Similar
Topics:
5 After its customers complained about being pressured WaterFlowsUp 2 01 Mar 2017, 01:39
2 Increasingly, American businesses requiring customer service phone UmangMathur 2 11 Nov 2015, 20:20
11 To attract some customers from its competitors guerrero25 12 01 Sep 2017, 00:11
8 Most cable television companies currently require customers noboru 11 30 Nov 2015, 10:15
2 A recent survey showed that many workers in a certain company are broall 1 02 May 2017, 07:31
Display posts from previous: Sort by

In a recent customer satisfaction survey, 2000 customers of a certain

  new topic post reply Question banks Downloads My Bookmarks Reviews Important topics  


cron

GMAT Club MBA Forum Home| About| Terms and Conditions| GMAT Club Rules| Contact| Sitemap

Powered by phpBB © phpBB Group | Emoji artwork provided by EmojiOne

Kindly note that the GMAT® test is a registered trademark of the Graduate Management Admission Council®, and this site has neither been reviewed nor endorsed by GMAC®.