Thank you. I'll respond to that.
As you mentioned, we have reduced the email response time to five days. Actually, we're working towards bringing it down further to three days. I must say there are other channels that we are also utilizing so that we can get better service quality for our clients. We call them “clients” because these are not necessarily Canadians, but also permanent residents, students, those seeking work permits and others.
In terms of our callback functionality, which is one of a kind, that we have started in the permanent resident economic line, what we did was this. Instead of having people wait online, we have given them the option that we can call them back in approximately the same amount of time as they would have to wait online. If it is 23 or 24 minutes, we call them back precisely in that time. We've also done a quality control survey on that and the quality control tells us 96% of those who received the callback are very satisfied with the quality in terms of reaching back. They have time to have their questions formulated. They do it once. There are no repeat calls from that.
We are following that and expanding that from the permanent resident economic line to also the family class. It is going to move forward and we are hoping that not only does it allow the clients to have a positive client experience, but also that we are able to provide the right kind of tailored information to our clients.