CRTC sales practices review : 2020 secret shopper project detailed findings report / prepared by: Forum Research Inc.: BC92-109/2020E-PDF

"The results of the Secret Shopper Project indicated that the majority of the sales interactions were perceived to be positive, although some shortcomings were also identified. The overall satisfaction rates across key metrics (i.e. appropriate products or services recommendation, misleading sales practices, pressuring consumers to sign up, offering unwanted services, etc.) were approximately 80%. However, this means that 1 in 5 potential consumers perceived that they may have faced misleading or aggressive sales practices, which is still a significant number"--Executive summary, page 4.

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http://publications.gc.ca/pub?id=9.890048&sl=0

Publication information
Department/Agency Canada. Canadian Radio-television and Telecommunications Commission, issuing body.
Forum Research Inc., issuing body.
Title CRTC sales practices review : 2020 secret shopper project detailed findings report / prepared by: Forum Research Inc.
Publication type Monograph
Language [English]
Other language editions [French]
Format Electronic
Electronic document
Note(s) Issued also in French under title: Revue des pratiques de vente du CRTC : rapport détaillé des constatations du Projet de client mystère 2020.
Cover title.
"3 April 2020."
Issued also in HTML format.
"Prepared for: Canadian Radio-television and Telecommunications Commission."
Publishing information Ottawa, Ontario Canada : Canadian Radio-television and Telecommunications Commission = Conseil de la radiodiffusion et des télecommunications canadiennes, 2020.
©2020
Description 1 online resource (37 pages) : graphs
ISBN 9780660356990
Catalogue number
  • BC92-109/2020E-PDF
Subject terms Telecommunication -- Customer services -- Canada.
Customer services -- Evaluation.
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