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01 Jun 2016, 11:45
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E
Be sure to select an answer first to save it in the Error Log before revealing the correct answer (OA)!
Difficulty:
95%
(hard)
Question Stats:
24% (02:12) correct
76%
(02:23)
wrong
based on 1568
sessions
History
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Not Attempted Yet
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?
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?
01 Jun 2016, 12:12
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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.
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.
General Discussion
13 Jul 2016, 05:18
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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
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
