On Monday, Veterans Affairs Secretary Robert McDonald compared waiting in line at the VA to waiting in line at Disneyland in an attempt to make the point that the Veterans Affairs needs to focus on customer satisfaction.
When you go to Disney, do they measure the number of hours you wait in line? Or what’s important? What’s important is, what’s your satisfaction with the experience?” McDonald said at a Christian Science Monitor breakfast. “And what I would like to move to, eventually, is that kind of measure.”
His poor choice of words has caused many to speak out against McDonald’s comparison. According to Rep. Jeff Miller, chairman of the House Committee on Veterans’ Affairs, said the comparison to wait times at Disneyland was “just plain wrong.” Rep. Miller went on to say,
In fact, the VA scandal over fraudulent wait times … is precisely why McDonald is now VA secretary,” Miller said in a statement. “Unfortunately, nearly two years after McDonald took over at VA, the department’s wait-time rhetoric doesn’t match up with the reality of veterans’ experiences.”