The Canadian Radio-television and Telecommunications Commission (CRTC) has Canadians’ interests at heart. Since 2018, the CRTC has been keeping watch for misleading or aggressive retail sales practices in the communications sector, using programs like its national secret shopper project to keep consumers from feeling cheated or harmed in any way while shopping for products or services.
This research project delivers insights into how employees of major Canadian providers sell mobile wireless services in stores, over the phone, and via online chat, and how consumers experience this sales process. Is the information provided clear, simple, and truthful? Is the process the same for all consumers, including those who may be more vulnerable to unfair sales practices, such as seniors, people with disabilities, and people whose mother tongue is neither English nor French?
Results like these show we get it
After being named the most admired telecommunications company in Québec for 16 years in a row by Léger’s Reputation study and voted the telecommunications company with the best customer service in Québec by a new Léger survey, Videotron has once again earned accolades for attentive customer service according to the CRTC’s Secret Shopper 2022 Project—we ranked first among Canadian providers in many categories.
- Videotron ranked first in overall customer satisfaction
- Videotron clearly stands out in terms of satisfaction with the clarity and simplicity of information we provide
- Videotron ranked among companies that most often recommended services that best meet client needs
- Videotron’s customers are among the most likely to believe they are given enough time to make an informed decision
- Videotron offers the best advice
It is a privilege for Videotron to foster a relationship with Quebecers that is based on trust. We continue to prioritize customers in our decisions. Strong relationships, built by our dedicated advisors, sales agents, and technicians, earned us these fantastic results. Congratulations to our teams and a big thank-you to you, our customers—you inspire us to consistently provide you with the best possible experience!
For more information, see the 2022 Secret Shopper Project Detailed Findings Report.