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.
Permanent link to this Catalogue record:
publications.gc.ca/pub?id=9.890048&sl=0
| Department/Agency | Canadian Radio-television and Telecommunications Commission, issuing body. Forum Research Inc., consultant. |
|---|---|
| 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] |
| Later edition | CRTC sales practices review - 2022 secret shopper project detailed findings report / |
| 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 |
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| Subject terms | Selling -- Telecommunication -- Corrupt practices -- Canada -- Public opinion. Telecommunication -- Customer services -- Canada -- Public opinion. Public opinion -- Canada. Consumers -- Canada -- Attitudes. |
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