Sure @HughWells!
From reading through the analysis into positive remarks so far, customers certainly talk more about their issue being resolved more than wait time. Analysis into the reasons behind a 
isn’t done just yet though, so I can’t confirm. We can have a 1:1 about that one afterwards 
We’ve tested the effect wait time has on customer satisfaction recently though, which showed us customers can perceive our response times to be slow but it doesn’t appear to affect their overall customer satisfaction score.
That makes me think most customers care about whether we resolve their issue over their wait time. And of course we have the ability to set whether your conversation is urgent, which I think is a really important factor here 
It’s also worth noting we’re working with the data team on the surveys we’re doing next week, to make sure we don’t bias the results with any suspicions I just stated 
