Cable / Telecom News

Most telecom shoppers are satisfied, says CRTC secret shopper project


But industry still has work to do GATINEAU — The CRTC released today the findings of its first-ever secret shopper project, which was launched in response to the Commission’s 2019 report on misleading or aggressive sales practices among telecommunications service providers. While the secret shopper report concludes the vast majority of enlisted shoppers’ interactions with the providers’ sales staff were perceived as positive, approximately one in five shoppers perceived they may have faced misleading or aggressive sales practices. The report also says misleading or aggressive sales practices occur at a higher rate for certain vulnerable segments of the Canadian population,...