CR challengers 10

1. In a recent customer satisfaction survey, 2000 customers of a certain bank that had recently switched from live tellers to automated banking expressed dissatisfaction with their bank. They said that they felt alienated and insignificant, and that they believed their bank no longer cared for its customers. Many felt that the services offered were inadequate and that the banking options they desired were not present. Analysts of the banking industry have used the evidence gathered in this survey in their reports to warn banks that automation of banking procedures, while cost-efficient, leads to dissatisfaction among customers.
Which one of the following statements, if true, most forcefully undermines the conclusion of the banking industry analysts described above?

a. The customers surveyed were chosen at random, and represent a valid cross-section of the bank’s customer base.

b. The accuracy of bank record-keeping procedures has increased dramatically in recent years with the advent of advanced computers.

c.The bank in question had turned to the use of automated banking in response to customer complaints of poor service and general dissatisfaction.

d. Since the standardization of banking procedures is now controlled by federal law, the importance of banking options had declined significantly.

e.According to another survey, computerization and automation of certain other financial-services industries have led to increased client satisfaction