00000nam 2200000zi 4500 9.890048 CaOODSP 20221107172458 m o d f cr cn||||||||| 200731t20202020oncd o f000 0 eng d 9780660356990 CaOODSP eng rda CaOODSP n-cn--- BC92-109/2020E-PDF CRTC sales practices review : 2020 secret shopper project detailed findings report / prepared by: Forum Research Inc. Ottawa, Ontario Canada : Canadian Radio-television and Telecommunications Commission = Conseil de la radiodiffusion et des télecommunications canadiennes, 2020. ©2020 1 online resource (37 pages) : graphs text txt rdacontent computer c rdamedia online resource cr rdacarrier 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." "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. Selling Telecommunication Corrupt practices Canada Public opinion. Telecommunication Customer services Canada Public opinion. Public opinion Canada. Consumers Canada Attitudes. Canadian Radio-television and Telecommunications Commission, issuing body. Forum Research Inc., consultant. Revue des pratiques de vente du CRTC : (CaOODSP)9.890050 CRTC sales practices review - 2022 secret shopper project detailed findings report / (CaOODSP)9.911339 PDF 600 KB https://publications.gc.ca/collections/collection_2020/crtc/BC92-109-2020-eng.pdf HTML N/A https://crtc.gc.ca/eng/publications/reports/2018_246a/