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

Great result. Just lost contact for a bit on what was happening as not urgent

6 hours ago

Very good

6 hours ago

Really fast response & very helpful

7 hours ago

Very helpful and efficient in resolving the issue

8 hours ago

Mark Newall was polite, knowledgeable and solved our problem very quickly. An asset to your team!

8 hours ago

Excellent, really helpful – thank you

9 hours ago

Fast response and issues fixed

10 hours ago

Great response thanks

11 hours ago

Excellent service

12 hours ago

Very pleased with report and service, thank you!

13 hours ago

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

92%

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

122

Tickets closed

136

Average response time in minutes

13