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 explainedMost recent feedback comments received
Updated every 15 minutes
The refresh process wasn’t seamless. We had issues following the refresh that highlight problems with the documented process which Paul is going to pick up and remedy so that we don’t get similar issues next time. Thanks
August 7th 2020, 11:14
Always brilliant!
August 7th 2020, 10:06
Lesley was really helpful. Lovely to talk to
August 7th 2020, 09:28
Thank you!
August 7th 2020, 09:09
Great service
August 7th 2020, 08:07
Great service and follow up
August 6th 2020, 15:55
Thanks Andrew for the quick action
August 6th 2020, 14:52
The automated response with Call ticket details could be better. The resolution was effective and straight forward thanks for the help.
August 6th 2020, 14:34
Excellent service and very friendly.
August 6th 2020, 14:31
Thanks Janet for quick action
August 6th 2020, 14:20
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.
Initial response
Technical knowledge
Update frequency
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
Tickets closed
Average response time in minutes