2009 Customer Expectations Measurement Wait Times 
Retently
MARCH 23, 2023
In 2013, McDonald’s recorded the longest waiting time at its drive-thrus. And the waiting time is mainly influenced by the menu complexity. The insurance company was affected by a long-lasting scandal regarding their refusal to satisfy disability claims by their customers.
Stella Connect
JANUARY 25, 2018
If you want to make customer service your primary loyalty builder and revenue driver , you can’t rely solely on internal definitions and measures of service quality. According to a 2009 Booz & Company report , customer feedback is “one of the largest untapped resources for companies”—a veritable gold mine of business intelligence.
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