I’m glad to hear that Khlause, truly. I know there were periods where wait times were very short, and chatting with a GM during those periods was a nice bonus interaction. But when people ask “why did that change”, it’s because more often than not the wait time was not that short 
If you ever feel that is lacking from the responses you receive, please do fill out that survey. There were so many times when I was trying out new messages that a survey helped me see “no that’s not really working like I thought it would” and change it up.
I know I’m kind of really beating the “survey” point but soft skills are very helpful in support roles. I can’t over state how useful the surveys were to me in developing those as a Game Master.