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
Most recent feedback comments received
Updated every 15 minutes
Problem referred to in-house helpdesk as admin login required
Resolved query in a clear and concise manner. Thanks Joe
Very helpful and provided information to help should the same happen again! Always appreciated.
Debbie was very helpful and kept me updated with progress as the issue was with a third party.
Issue was fixed super quickly, - really Impressed, - and Delighted. - Thank you. (better than Excellent)
Good Support from Jane May Thanks!
Thanks Rory for your persistence
Limitations of software
Feedback and comments received
Customer support feedback and comments received (updated every 15 minutes)
|Ticket No.||Date Closed||IR||UF||TK||CF||Comments|
|9-570627||5||5||5||5||Problem referred to in-house helpdesk as admin login required|
|570595||5||5||5||5||Resolved query in a clear and concise manner. Thanks Joe|
|9-570557||5||5||5||5||Very helpful and provided information to help should the same happen again! Always appreciated.|
|9-568840||5||5||5||5||Debbie was very helpful and kept me updated with progress as the issue was with a third party.|
|9-570577||6||6||6||6||Issue was fixed super quickly, - really Impressed, - and Delighted. - Thank you. (better than Excellent)|
|9-570320||5||5||5||5||Good Support from Jane May Thanks!|
|9-569816||5||5||5||5||Thanks Rory for your persistence|
|9-564269||4||4||4||2||Limitations of software|
|570247||5||5||5||5||Although issue was not identified although great breakdown of process flow provided. Well done Tom|
|9-570006||5||5||5||5||I have raised 2 tickets now with Datel and both have been dealt with swiftly. Joseph Drummond has been exceptional with resolving both incidents. He clearly has extensive technical knowledge and is willing to go the extra mile to make sure that everything is working and order. He is a great ambassador for Datel.|
|9-570257||5||5||5||5||Karen Ingham did a great job on this report, the request was a bit of a challenge due to multiple email addresses in some customer accounts. We now have a report that contains the correct data for active accounts only it still needs some manual manipulation but the data is correct.|
|9-570425||5||5||5||5||Quick response as usual|
|9-570308||5||5||5||5||Excellent customer support|
|9-570373||5||5||5||5||Excellent service as usual|
|9-568987||5||5||5||5||Really helpful advice given, friendly and approachable…. Highly recommend thank you|
|9-570256||5||5||5||5||Understood immediately what I needed and solved the problem perfectly.|
|9-568278||5||5||5||5||Clearly very knowledgeable and was able to resolve my query quickly and confidently|
|9-569882||5||5||5||5||A very detailed, helpful response|
|9-569880||5||5||5||5||Another very helpful, thorough response|
|9-570273||5||5||5||5||Thanks Joe…we made it despite the heat|
|9-570231||5||5||5||5||Thanks for jumping on this|
|9-570060||5||5||5||5||Excellent service, very helpful|
|9-570099||5||5||5||5||Very fast efficient response. Thank you|
|9-570121||5||5||5||5||Thanks to Liz.|
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.
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.
Average response time in minutes