Question 17 • Probability and Statistics with Applications Honors Sem-1-FL-1210300 (2024-2025)
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 2.47. 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 nonresponse bias because many customers may choose to not fill out the cards.
C
This is question wording bias because the customer service score levels may not be clear to customers.
D
This is response bias because customers may not be truthful about their experience with customer service.
Explanation
The survey is voluntary: customers can choose whether to fill out and submit the card. Customers who respond may differ from those who do not, so the results may not represent all customers. This is nonresponse bias, making choice B correct. Undercoverage would mean some customers had no chance to be surveyed, while the main issue described is that customers may choose not to respond.
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