24KB in 23 minutes isn't just a slow data link. I used to consider 24KB about optimal page size back when I dialed in at 9600 baud, and you can bet I wasn't waiting 23 minutes for each page.
Either there's a serious network configuration issue, the application extraordinarily inefficient, or there's a whole raft of side information that's bloating up that presumed 24KB into a multi-megabyte actual transfer.
Customer surveys are for companies who didn't pay proper attention to begin with.
subject: How to deal with slow client connections?