Talking Point: The Disney Institute Blog

Factors Affecting the Perception of Wait Times

April 02, 2013 by Bruce Jones, Senior Programming Director, Disney Institute

Since exceptional customer service experiences are all about delivery, it is critical to pay special attention to processes.

In a survey conducted by University of Chicago Hospitals, patients who were asked about factors affecting their wait times were more likely to comment on how the wait was handled as opposed to the length of the wait itself. The survey highlighted, amongst others, three dimensions integral to the perception of patients’ wait time:

Access: Patients’ access to care was inhibited by scheduling difficulties, a lack of person-to-person communication, and other restrictions.

Respect: Patients have a strong desire to be recognized and treated with dignity.

Information communication: Patients feared that they are not being completely informed.

What perceptions (or misconceptions) do your customers have about your organization? Developing a process-based approach to addressing their concerns demonstrates your dedication to providing them with the best service possible.

Disney Institute is ready to help you apply strategic rigor to your customer experience efforts - call us at 321.939.4600 or complete our Contact Form

Posted in Quality Service | Tagged Excellent Customer Service, Effective Management, Customer Service Techniques, Customer Experience Improvements, Building Customer Relationships, Healthcare Training, Benchmarking, Bruce Jones

Get In Touch

Phone: 321.939.4600
(M-F 9:00 am – 5:30 pm ET)

Email: You can also reach us through our Contact Form.
(No solicitors)