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Question 1
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A company observes a significant drop in customer satisfaction scores immediately after implementing a new automated phone system. Which of the following is the most likely conclusion?
A.
The new phone system is the sole cause of the drop in satisfaction.
B.
The drop in satisfaction is correlated with, and possibly caused by, the new phone system.
C.
Customer satisfaction always drops after any system change.
D.
Customers dislike automated systems in general, regardless of their quality.
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