Passage Summary: Companies use surveys to make more money, but a study found that the companies using them actually lost money while the ones ignoring them did fine.

Reasoning: Fact 1: Businesses use customer surveys to try to increase profits. Fact 2: A study showed that businesses using these surveys saw profits decline, while those not using them did not.

Analysis: We are looking for a reason why the survey-using group performed worse. It is possible the surveys themselves are costly or annoying, but it is more likely that businesses only start using surveys when they are already in trouble. Look for an answer that explains why a business would be motivated to use a survey in a way that correlates with declining profits, such as a 'last-ditch effort' to save a failing brand.