An automotive service center would like feedback on its customer service. Each customer receives a printed card after they pay for services with a short survey on which customer service is ranked on a scale from 1 (least satisfied) to 5 (most satisfied). Customers can then choose to submit the card in a box on their way out of the store. The store manager finds that 140 cards were filled out in the past week, with an average customer satisfaction score of 2 point 4 7 Which type of bias is most likely to be present in the survey results?
Answer
A
This is undercoverage bias because some types of customers may not have received cards.
B
This is response bias because customers may not be truthful about their experience with customer service.
C
This is question wording bias because the customer service score levels may not be clear to customers.
D
This is nonresponse bias because many customers may choose to not fill out the cards.