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
96%

Most recent feedback comments received

Updated every 15 minutes

Yes but only because of our head office not because of datel.

10 hours ago

Although it was user error, Lisa was very prompt and courteous

13 hours ago

Sorted out quickly and efficiently

15 hours ago

Great service, thanks

June 15th 2018, 15:34

Excellent response and resolution to the issue.

June 15th 2018, 13:33

Brill Service. Thank you

June 15th 2018, 13:28

Cracking service – Thanks Neal

June 15th 2018, 13:19

First dealings with your company and impressed with the response time and the assistance given

June 15th 2018, 09:51

Thanks

June 15th 2018, 09:07

Thanks

June 15th 2018, 09:06

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. 

98%

Initial response

97%

Technical knowledge

94%

Update frequency

97%

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

110

Tickets closed

119

Average response time in minutes

20