For the majority of support that I’ve needed the chat has been good and very convenient - I don’t necessarily need a response straight away and provided me with an opportunity to ask my bank something I would have been put off with in the past with my old bank; a few hours to wait is fine. To be honest, there are two things that I’ve never had a full response on despite somebody “going away to look into this”. I’ve given up hope on these things.
I’ve never had to mark anything as urgent, but if I did I would expect somebody available immediately. I think it would be great to have support times publicly available. If they’re good enough they should be something to shout about - and if they’re not, then it’s something to accept and address.