Key takeaways from the Estimated Response Times survey

We would like to thank all participants who took the time to complete our recent survey on the Estimated Response Time development. The Estimated Response Time is provided to inform customers of the anticipated timeframe for a response to their MyEnquiries submission.

Your participation and honest feedback are vital for understanding customer needs and improving this development.

We are pleased to share that the survey results were generally positive. They showed clear indications of where the Estimated Response Time feature is working well and where we still have room to improve:

• 78% of customers told us they clearly understand what "Estimated Response Time" means.
• 73% said they welcome this development.
• 58% confirmed that seeing an estimated response time reduced their need to make further contact with us.
• 73% said that having an estimated response time would encourage them to use MyEnquiries again in the future.

The Estimated Response Time is building understanding and trust in our online services. This is an area we will continue to focus on as the feature develops.

Revenue remains committed to reducing actual response times for MyEnquiries submissions, and this survey feedback will inform two parallel strands of work. This includes continuing to improve the accuracy and usefulness of the Estimated Response Time indicator itself. It also includes our wider, ongoing efforts to reduce processing and response times across MyEnquiries.

Thank you again for your time and for continuing to engage with our services.