According to the TOA Technologies 2010 Cost of Waiting Survey, on-time arrival has the highest impact on brand reputation among 76 percent of Americans waiting for service appointments.
When an appointment is on time, 58 percent of respondents will make a recommendation to friends. But if the company is just 15 minutes late that drops to 10 percent. On the service improvement wish list, 48 percent said they want on-time arrivals. This data illustrates the need for service providers....