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

Great Service from Rosie

2 hours ago

Jane was very quick to reply and updated Laura’s request with no issues. Great updates from Jane, very pleased.

2 hours ago

Thank you!

2 hours ago

Received no update apart from ticket closure - Update had gone into spam folder.

3 hours ago

Very helpful and easy to understand

3 hours ago

Kath responded to my ticket and talked me through the solution quickly and clearly – brilliant support!!!

5 hours ago

Don’t know why licence hadn’t already been updated? If this had been an issue outside your working hours it would have caused me a real problem.

5 hours ago

Very quick response time as usual with speedy closure .

6 hours ago

Thanks Lisa,Karen and all of the Team

7 hours ago

Not resolved but we have an easy fix

9 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. 

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

110

Tickets closed

124

Average response time in minutes

14