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

Mark is VERY happy with this.

Speedy

Fast response as always

Thank you

Always a prompt reply

I didn’t get the clarity regarding the change the user had made to a journal, could see they modified and made a change but system couldn’t tell me what they changed – I was hoping this would have pinpointed for me that the user did infact change the accounting date from one period to another but Tom was great, jumped on a call and tried to get this info for me.

Quick response and suggested alternatives

Lisa was very helpful and promptly sorted our query

All sorted v professionallyAll sorted v professionally

Always prompt response and super quick problem solving

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 50 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

98%

Technical knowledge

95%

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

0

Tickets closed

0

Average response time in minutes

0