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expanding the world of sage

Feedback on customer support

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. 

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

Our team of over 40 Sage accredited professionals work to consistently deliver above our service level agreements and respond to 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 graph shows the average scores achieved in the last 30 days and the table shows the most recent feedback scores we have received. 

Key:
IR - Initial Response  UF - Update Frequency
TK - Technical Knowledge  CF - Closure Feedback.

Average scores received in the last 30 days:

Feedback and comments received (updated every 15 minutes)

Ticket No Date Closed Comments
9-374218 27/7/2017 16:12
9-374133 27/7/2017 16:11
9-374119 27/7/2017 16:11
9-374097 27/7/2017 15:49 Job well done by Graham
9-374233 27/7/2017 15:31
9-374238 27/7/2017 15:06
9-374081 27/7/2017 15:06
9-374260 27/7/2017 15:06 Many thanks Lisa
9-374227 27/7/2017 14:58
9-374231 27/7/2017 14:43
9-374136 27/7/2017 14:26
9-374067 27/7/2017 13:50
9-374188 27/7/2017 13:27
9-370076 27/7/2017 13:12
9-374177 27/7/2017 12:51
9-374160 27/7/2017 12:51
9-374181 27/7/2017 12:27 Very helpful, thank you
9-374202 27/7/2017 11:40 Excellent service and speedy response, pleasant staff
9-374164 27/7/2017 11:14 Brilliant
9-374159 27/7/2017 11:13
9-373918 27/7/2017 10:48
9-374147 27/7/2017 10:48
9-373985 27/7/2017 10:32 Another annoying bug in the software Lesley was helpful and knowledgeable though.
9-374131 27/7/2017 10:00
9-374076 27/7/2017 09:47
9-373254 27/7/2017 09:39
9-374127 27/7/2017 09:35 Very helpful saved me lots of time
9-373933 27/7/2017 09:24
9-374084 27/7/2017 09:23
9-373924 27/7/2017 09:01
9-373767 27/7/2017 09:01
9-374104 27/7/2017 08:27 Thank you
9-373962 27/7/2017 08:22
9-373980 27/7/2017 07:54
9-374065 27/7/2017 07:54
9-374039 26/7/2017 16:19
9-373900 26/7/2017 15:57 Thanks Phil, good work
373054 26/7/2017 15:32
374023 26/7/2017 15:31
9-373991 26/7/2017 15:27
9-373744 26/7/2017 15:21 I didn’t appreciate the response by email, and when I replied to the email I didn’t get a response to that email and had to chase it up the following day. to which I got a phone call over an hour later that I missed because I had left. I ended up piggy backing another ticket with a different member of the support team who resolved the issue in under 10 minutes.
9-374072 26/7/2017 15:14
9-373806 26/7/2017 15:14 Joseph was really helpful and kept the call open an additional day so that we could test with the user then remoted on to help when needed again and sent some extremely helpful shortcut keys we can try if it happens again
9-373882 26/7/2017 14:34
9-373964 26/7/2017 14:15
9-374057 26/7/2017 14:15
9-373884 26/7/2017 13:47
373862 26/7/2017 13:34
9-373934 26/7/2017 12:04
9-373883 26/7/2017 11:32
9-373886 26/7/2017 10:12
9-373829 26/7/2017 10:12 Thank you
9-373383 26/7/2017 09:53
9-373930 26/7/2017 09:44
9-373932 26/7/2017 09:11
9-373889 26/7/2017 09:03
9-373925 26/7/2017 08:35
9-370568 26/7/2017 08:34
372155 26/7/2017 08:28
9-370492 26/7/2017 08:26
9-368310 26/7/2017 08:23 Very prompt attention. Greatly appreciated.
9-368571 26/7/2017 08:11 Excellent
9-368573 26/7/2017 08:09 Excellent
9-373912 26/7/2017 08:08 Resolved Itself
373399 26/7/2017 07:56
9-373894 25/7/2017 15:55 Very helpful!
9-373841 25/7/2017 15:05
9-373846 25/7/2017 14:36 Andrew was very helpful and the request was completed very quickly
9-373545 25/7/2017 14:24 Lesley was extremely patient and helpful
9-373665 25/7/2017 14:24
9-373823 25/7/2017 12:27
9-373821 25/7/2017 11:29
9-373812 25/7/2017 11:11 Extremely pleasant advisor (Richard Cunningham)
9-373708 25/7/2017 10:31
9-373788 25/7/2017 10:15 Quick response and fix
9-373501 25/7/2017 09:33 Quick response thank you
9-373790 25/7/2017 09:33
9-373757 25/7/2017 09:32
9-373773 25/7/2017 09:32 Quick response to a major issue, great service
9-373776 25/7/2017 09:10
9-373772 25/7/2017 08:53 All good
9-373561 25/7/2017 08:51 As always, Jayne Moody has been great.
9-373692 25/7/2017 08:44
9-372536 25/7/2017 08:43
9-372616 25/7/2017 08:42
9-373628 25/7/2017 08:18
9-373679 25/7/2017 07:45
9-373686 24/7/2017 15:41
9-373706 24/7/2017 15:24
9-373030 24/7/2017 14:49
9-373727 24/7/2017 14:45
9-373327 24/7/2017 13:55
9-373580 24/7/2017 13:41
9-373602 24/7/2017 13:36
9-373682 24/7/2017 11:26 Swift, informative and no down time of sage needed to solve the issue.
9-373661 24/7/2017 11:09
9-373645 24/7/2017 09:50
9-373650 24/7/2017 09:40
9-373557 24/7/2017 09:27
9-373630 24/7/2017 08:53
9-361156 24/7/2017 08:27
9-372975 24/7/2017 08:10
9-373543 24/7/2017 08:07
9-373222 24/7/2017 08:05