Was Mystery Shopper too generous to First Choice?

This week Mystery Shopper was in Colchester looking for a seven night safari followed by a seven night beach retreat.

Unusually we had to give a no-score to First Choice (above), as Mystery Shopper was kept waiting for 15 minutes without acknowledgement.

This was a shame, because the actual consultation was good and the agency would have scored in the mid to late 80s if there hadn't been such a long wait.

I think that the 15 minute rule is quite generous. If I were a customer, I wouldn't wait 15 minutes to be served without even an acknowledgement - I would go to the rival agency down the road.

What do you think - is Mystery Shopper being too generous, should the 15 minute rule be cut down to five minutes?