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
91%

Most recent feedback comments received

Updated every 15 minutes

What would have taken me a couple of hours and resulted in an inferior end result, Rory managed in about 10 minutes! Thank You!!

2 hours ago

Thank you!

2 hours ago

Process step not really documented in Sage for signing up for MTD.

3 hours ago

limitations of software

3 hours ago

Thanks for sorting quite a mess

4 hours ago

Immediate response and resolution, plus follow up to ensure it was resolved

4 hours ago

Quick and thorough investigation

5 hours ago

Thank you

8 hours ago

Excellent

8 hours ago

Thank you

8 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. 

96%

Initial response

93%

Technical knowledge

90%

Update frequency

87%

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

105

Average response time in minutes

17