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
98%

Most 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. 

99%

Initial response

99%

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

0

Tickets closed

0

Average response time in minutes

0