TAP TAP GO
Define the promised action
Specify whether the promise concerns acknowledgement, initial review, an update or resolution. Identify the channel and hours to which it applies. Avoid using a fast response claim that readers may interpret as immediate problem resolution. Confirm the wording with the team responsible for delivering it. If the service depends on another organisation, explain where that dependency affects timing.
Build the operating support
Assign responsibility for monitoring incoming requests and covering absence. Decide how urgent cases are identified and how delays are communicated. Review actual experience before expanding the promise. Keep public wording aligned with the process rather than allowing marketing language to set an expectation the team has never agreed to meet. A narrower, clearly explained commitment can be more useful to customers than an impressive but ambiguous headline.
Put the guide to work
Use a small sample of recent requests to test whether the promise matches actual handling. Record the point at which the request arrived and the action counted as the response. Consistent definitions matter more than selecting an unusually fast example for the sales presentation.
Hypothetical example
A service page promises a response within an hour, but customers assume their issue will be fixed in that period. The team clarifies that the promise concerns acknowledgement during stated hours and explains the route for subsequent updates and escalation.
Make it practical.
Use this checklist as you read. Checks are not stored.Published by Tap Tap Go. Product availability and eligibility vary by programme and market. About our stories.
