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# Two years ago Chapter Internet, the only internet provider in the coun

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Re: Two years ago Chapter Internet, the only internet provider in the coun [#permalink]
egmat wrote:
The correct answer is option B.

Let us first analyze the passage:
- 2 years ago CI (Chapter Internet) won worst business award
- Last year, CI improved its internet speed by 2x by making tech improvements
- CI did nothing to address its customer service, given to be Poor
- Conclusion: CI winning worst business of the year again last year, is because of the poor customer service

Pre-Thinking:
In what scenario is the poor customer service not the reason for CI winning worst business of the year last year?

Given that:
- CI has poor customer service, which has not been improved
- CI has improved on internet speed from 2 years ago, through tech improvements
- CI won 3x the number of votes for worst business award two years ago (last to last year)

Falsification Conditions (in what conditions will the conclusion not hold true)
1. What if there is some other factor apart from internet speed and customer service that actually led to this result? For example - negative brand image due to unethical practices
2. What if there is no real connect between customer service and people voting for worst business. The author seems to be assuming that a significant number of customers who received this poor customer service will go on and vote against CI in this poll.

Assumptions:
1. No other factor, apart from internet speed and customer service exists, which could significantly impact the votes for the Worst Business Award (WBA)
2. There is a connection/link between customer service and votes for Worst Business award i.e. a significant number of customers who received poor customer service will go on to give a negative vote for CI in this award poll.

With this understanding, lets look at the options.

A) In the voting for last year’s Worst Business of the Year award, Chapter earned at least three times as many votes as did the second-most hated company.
Not relevant. Does not address the causality (Customer service -> votes for WBA).

B) The quality of a company’s customer service affects some of the voters for the Worst Business of the Year award.
Correct. In line with assumption 2, though some has a little bit of ambiguity attached to it. We can negate to be certain, and get back to this after checking other options.
Negated: the quality of Customer service does not affect any of the people who vote for WBA. This will definitely break the conclusion. Hence, option B is the correct choice.

C) Internet providers are not the only businesses in the running for the Worst Business of the Year award.
Not relevant. Does not address the causality (Customer service -> votes for WBA).

D) If Chapter did not hold a monopoly in the high-speed internet industry, market forces would compel it to provide better customer service.
Does talk about Customer Service but does not address the effect of the causality. This does not tell us anything about how Customer Service impacts votes for WBA. Hence, no impact on the conclusion.

E) Voters for the Worst Business of the Year award are not influenced by previous years’ results.
Tricky choice. The issue is that even if voters are influenced by last year's results, if last year's results are because of the poor customer service, then the root cause would still be customer service.
Poor Customer Service = A. Votes for WBA = B. Last year's results = C.

Our conclusion is A causes B.
Option E negated is C influences B i.e. C in some way leads to/causes B
What if A causes C? Then even if C causes B, A causes C causes B i.e. poor customer service is still the root cause of votes for WBA this year. So, the conclusion is not necessarily broken by the negation of option E.

Hope this helps.

I have a difference with negation of option B: My negation was Customer service will not affect some of the customers? this is different from your negation Customer service will not affect any customer.

Can you help me on this
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Re: Two years ago Chapter Internet, the only internet provider in the coun [#permalink]
Hello from the GMAT Club VerbalBot!

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Re: Two years ago Chapter Internet, the only internet provider in the coun [#permalink]
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