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

All good !

Hopefully old MTD will do the trick

The query was dealt with very quickly

Richard did the task straight away and without any time loss to myself – Thank you Richard

Me nor the end user was informed when this was done, we only got the call closure notification

Thanks for understanding how urgent this was to us and for all the help from Zanett and team

Excellent

I had a call back within minutes of contacting the Hotdesk. Rory was very efficient in resolving my query about altering a report layout, he also patiently answered all my questions and explained to me what he was doing. Excellent customer service

Absolutely Brilliant!

Perfect !

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. 

99%

Initial response

98%

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

0

Tickets closed

0

Average response time in minutes

0