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

Tom is always brilliant

2 hours ago

Brilliant response quick !!!!

3 hours ago

Would never have found that field as nobody here even new anything about it. Thanks Rosie.

June 22nd 2018, 16:23

Resolve quickly and efficiently

June 22nd 2018, 10:32

Mike was a star. Tried unsuccessfully to ring me yesterday then rang back this morning as promised and provided solution within 2 minutes!

June 22nd 2018, 08:20

Great, thanks for your help

June 22nd 2018, 08:08

Lisa is extremely knowledge and was therefore able to help answer my questions very efficiently. She is a great member of the team and a pleasure to work with. I called several times this week for assistance and Lisa was very professional every time.

June 21st 2018, 14:52

A*** nice guy, explained what I needed

June 21st 2018, 13:42

Thank you Graham for explaining it in a way I could understand!

June 21st 2018, 09:46

Sarah was brilliant

June 21st 2018, 09:39

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

93%

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

75

Tickets closed

57

Average response time in minutes

14