GRE General TestAnalytical WritingMedium
A tech company CEO claims that their new AI-powered customer service chatbot has significantly improved customer satisfaction. The CEO cites data from a post-interaction survey, which shows that 85% of customers who interacted with the chatbot rated their experience as 'excellent' or 'good.' Which of the following, if true, would most seriously call into question the CEO's claim regarding improved customer satisfaction?
- AThe company's customer service representatives receive extensive training in conflict resolution.
- BThe survey did not offer a 'neutral' option, forcing respondents to choose between positive or negative ratings.
- CCustomers who had negative experiences with the chatbot were less likely to complete the post-interaction survey.
- DThe chatbot is only capable of handling common, straightforward customer inquiries.
Show answer & explanationAnswer & explanation
Correct answer: C. Customers who had negative experiences with the chatbot were less likely to complete the post-interaction survey.
The CEO's claim relies on survey data. If customers with negative experiences are less likely to respond, the survey results would be skewed, making the 85% 'excellent' or 'good' rating an inaccurate reflection of overall customer satisfaction. This is a classic case of non-response bias.
Why the other options are wrong
- A. This is irrelevant to the chatbot's performance or the validity of its survey data.
- B. While potentially affecting the *distribution* of ratings, it doesn't inherently mean the satisfaction claim is false, as respondents could still choose 'poor' or 'fair' if dissatisfied.
- D. This explains the chatbot's limitations but doesn't directly invalidate the satisfaction ratings of those who *did* use it for its intended purpose.
Non-Response Bias
Non-response bias occurs in surveys when individuals who choose not to respond differ significantly from those who do, leading to skewed or unrepresentative results.
- Occurs when participation is not random.
- Can lead to an inaccurate representation of the population.
- Common in voluntary surveys.
Memory trick: Surveys can be skewed, what's left out?