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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