GRE General TestAnalytical WritingHard
A tech company executive claims that their new AI-powered customer service chatbot has improved customer satisfaction by 15%. This claim is based on a post-interaction survey where customers rated their experience. However, a significant number of customers (30%) abandoned the chat before completing their interaction. What potential issue should be considered when evaluating the executive's claim?
- ANon-response bias from abandoned chats.
- BThe availability heuristic influencing customer ratings.
- CThe Hawthorne effect among surveyed customers.
- DConfirmation bias in survey design.
Show answer & explanationAnswer & explanation
Correct answer: A. Non-response bias from abandoned chats.
Customers who abandoned the chat likely did so because they were dissatisfied or encountered issues. By excluding their experiences from the satisfaction survey, the results are skewed to reflect only those who had a complete (and presumably more positive) interaction, leading to non-response bias. This inflates the perceived satisfaction.
Why the other options are wrong
- B. The availability heuristic involves judging the likelihood of events based on how easily examples come to mind, which doesn't directly explain the survey's skewed results.
- C. The Hawthorne effect describes changes in behavior due to being observed, which is unlikely to apply directly to a chatbot interaction survey.
- D. Confirmation bias relates to seeking or interpreting information to confirm existing beliefs, which isn't the primary issue here.
Non-Response Bias
Non-response bias occurs when individuals who choose not to participate in a survey or study differ systematically from those who do, leading to an unrepresentative sample and biased results.
- Arises when there are significant differences between respondents and non-respondents.
- Can lead to inaccurate conclusions about the target population.
- Often seen in surveys with low completion rates or opt-in participation.
Memory trick: Pitfalls PROMPT poor perceptions.