CC: info@adstandards.com, ccbbb@canadiancouncilbbb.ca, consumer.information@ic.gc.ca
Date: Apr 6, 2005 6:54 PM
Subject: Telephone Research (Automated Dialing)
I am writing to comment on a marketing-research phone call received during dinner last night.When I requested to be 'removed' from the listing, I was told that my number had been randomly generated by computer so there was no way to ensure that I would not be bothered again.
The following information was provided by the calling representative:
Company: Mullward Brown
Address: 21 Randolph Ave, 2nd Floor
Toronto, M6P 4G4
Supervisor: Noah Wagner
Phone: 1-800-627-9166
I'm asking is whether the information is correct. Does Mullard Brown use automated telephone calls to initiate marketing research? I feel that this is both annoyingly troublesome and morally wrong.
I look forward to hearing from you regarding your practices.
-- Dennis Hurd
The response was handled quickly and professionally this morning.
From: Rivera, Bob (MBNAP dcm)
To: Dennis Hurd
Date: Apr 7, 2005 9:48 AM
Subject: FW: Telephone Research (Automated Dialing Questions)
Mr. Dennis Hurd,
I'm writing to apologize for any inconvenience our call created. We understand and respect your decision not to participate in our survey.
I would like to outline our calling process, which unfortunately our Interviewer did not appropriately define. While we use an autodialer that physically generates the call, our sample management program in coordination with our Interviewers disposition the calls outcome (completed survey, callback, refuse to participate, etc) and allows us to make any adjustments
to a particular telephone record.
I contacted the manager of the Randolph call center to insure your telephone record is a "refuse to participate" disposition, which will move the record to a "non call" queue and not allow that record to be called.
Although Millward Brown does not have an internal database for "do not call" requests, we submit such requests to our sample suppliers who maintain "do not call" databases. Rest assured we will submit your telephone number 604.524.6197 to our telephone sample providers to place you on their "do not call" database.
Again, please accept our apologies for any inconvenience our call created.
Sincerely,
Bob Rivera
Director of Consumer Opinion
Millward Brown
630-955-8984
====================================================
This email is confidential and intended solely for the use of the
individual or organization to whom it is addressed. Any opinions or
advice presented are solely those of the author and do not necessarily
represent those of the Millward Brown Group of Companies. If you are
not the intended recipient of this email, you should not copy, modify,
distribute or take any action in reliance on it. If you have received
this email in error please notify the sender and delete this email
from your system. Although this email has been checked for viruses
and other defects, no responsibility can be accepted for any loss or
damage arising from its receipt or use.
====================================================