Unsurprisingly, the top complaint in Chatmeter’s 2025 study was wait times. In an on-demand world, patients expect prompt care—especially from Urgent Care. However, there’s good news: although still the most common complaint, mentions of wait times in reviews dropped by 5% compared to previous years.

Common wait time concerns included:

• Booking online did not reduce the actual wait.

• Long waits despite an empty waiting room.

On a positive note, most feedback on clinical care was overwhelmingly favorable. Patients described the care as compassionate and felt listened to and understood.