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

Jayne was very professional and courteous, resolving my issue very quickly. If you have an scheme that allows it, she should get a little something (box of chocolates, flowers, vouchers, pay rise...)

24 minutes ago

The request wasn’t resolved by Datel although I was told the request had been completed it didn’t work and as I needed to use the label printer urgently a colleague at Anpario completed the request. He has sent details of how the request should have been dealt with for future reference as it is not something he should be dealing with.

32 minutes ago

Thank you for the alternative option

47 minutes ago

Kept up to date with entire process and issues fully explained.

1 hour ago

All good, very quick response and good communication.

3 hours ago

Tom said he was not totally sure so went and checked with someone who was which I was the right course of action.

4 hours ago

Job passed on to account manager so not finished but Michael was very helpful.

5 hours ago

Support consultant maintained communication really well and was thorough in trying to find a solution.

6 hours ago

Taken 1 off from maximum score because the Sage GL enquiry function could not be changed to work as I wanted but I am happy with the workaround and advice received.

22 hours ago

VERY QUICK RESPONSE

23 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

97%

Technical knowledge

96%

Update frequency

98%

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

111

Tickets closed

108

Average response time in minutes

12