I wonder the survey might also be used to cut services in some places...
I was pretty pissed off a few years ago when I couldn't access their helpline without tapping in a credit card number. It seems government services are only available now to those with credit cards. At least the message is clear.
If I was British....I'd form an orderly queue and say everything was fine.
To be honest, the one time we needed to use them (because I lost the passports a week before hubby had a big board meeting in London ) they were great, but this was in 2011.