Live Support Feedback

At Datel, we take pride in the continuous improvement of our customer care. To ensure the highest standards of technical support, all of our customers are invited to provide feedback for all tickets closed. 

The scores collated from customers make up Datel's Customer Satisfaction score which is calculated for the previous 30 days and published live every 15 minutes.  

Our feedback explained
97%

Most recent feedback comments received

Updated every 15 minutes

Couldn't resolve my issue, but this was not a Datel issue, purely the constraints of the software, hence my lower marking for Satisfactory Closure.

1 hour ago

Great!!

2 hours ago

Example of an excellent Customer Service – thank you

2 hours ago

Nice easy one and quick response. Thanks

5 hours ago

Very efficient service thank you!

6 hours ago

Lovely lady

7 hours ago

Neal and Rachel were very helpful and it made my experience with Datel very easy. They were very informative and I am happy with my customer service. Thank you

8 hours ago

Brilliant

July 13th 2018, 15:18

Excellent response and fix

July 13th 2018, 13:53

Critical issue resolved in timely manner

July 13th 2018, 11:18

Customer Satisfaction scores explained

The average customer satisfaction score published is an average of four key areas of feedback:

  • Initial response
  • Technical knowledge
  • Update frequency 
  • Closure feedback

Our support department collates and reviews every comment to ensure that we continue to provide fast and efficient issue resolution.

Our team of over 40 Sage accredited professionals work to consistently deliver and exceed our service level agreements and respond to over 45% of issues raised each month within 10 minutes, with all issues responded to within 2 hours.

We are open and honest about the service levels we achieve and as such, publish all survey results and comments anonymously on this page. The scores are the average achieved in the last 30 days. 

99%

Initial response

98%

Technical knowledge

95%

Update frequency

98%

Closure feedback

Datel Customer Support live feed

This snap shot gives you insight into the Datel Customer Support team on a daily basis. 

The stats show how many tickets have been opened and closed today and what the average response time is for the day.  The average response time is the time it takes for an accredited support consultant to get in touch after an issue has been logged with the team. 

Tickets opened

129

Tickets closed

96

Average response time in minutes

15