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
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
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
Feedback and comments received
Customer support feedback and comments received (updated every 15 minutes)
|Ticket No.||Date Closed||IR||UF||TK||CF||Comments|
|9-533753||22/10/2020||5||5||5||5||Great Service from Rosie|
|9-533772||22/10/2020||5||5||5||5||Jane was very quick to reply and updated Laura’s request with no issues. Great updates from Jane, very pleased.|
|9-533759||22/10/2020||5||5||4||5||Received no update apart from ticket closure - Update had gone into spam folder.|
|9-533802||22/10/2020||5||-||5||5||Very helpful and easy to understand|
|9-533768||22/10/2020||5||5||5||5||Kath responded to my ticket and talked me through the solution quickly and clearly – brilliant support!!!|
|533617||22/10/2020||5||-||5||3||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.|
|9-533715||22/10/2020||5||5||5||5||Very quick response time as usual with speedy closure .|
|9-533693||22/10/2020||5||5||5||5||Thanks Lisa,Karen and all of the Team|
|9-533504||22/10/2020||5||-||5||-||Not resolved but we have an easy fix|
|9-533460||22/10/2020||5||5||5||5||Got it fixed within 30 minutes, brilliant|
|9-533228||22/10/2020||5||5||5||5||Tom was very quick and helpful in resolving my issue|
|533611||22/10/2020||5||5||5||5||Clear easy guidance provided|
|9-533503||21/10/2020||5||5||5||5||Many thanks for exploring the possibility !|
|9-533381||21/10/2020||5||5||5||5||Thank you so much for your help with this!! Very much appreciated|
|9-533462||21/10/2020||5||5||5||5||A very precise procedure to follow, was exactly what I needed|
|9-533505||21/10/2020||5||5||5||5||Karen was great at promptly sorting my problem|
|9-533513||21/10/2020||5||5||5||5||Speedy support and Martin is very knowledgeable in terms of where the issue could be. Thank you!|
|9-532552||21/10/2020||5||3||2||2||I had to go back several times Im afraid to get as needed and luckily I spotted where it was giving insufficient data twice.|
|9-532979||20/10/2020||5||5||5||5||Great service Tom – thanks.|
|9-533290||20/10/2020||5||-||-||5||Really speedy response to my query|
|9-533338||20/10/2020||5||5||5||5||Quick, Efficient, Knowledgeable Service|
|530309||20/10/2020||5||4||5||-||Hotfix waiting to be tested - Software Author took almost 2 weeks to investigate|
|9-533099||20/10/2020||5||5||5||5||Liz did the “additional mile” to solve this SAGE Issue|
|9-533006||20/10/2020||5||5||5||5||Kathleen was so very helpful, keeping me informed and even after she had resolved the problem when I then found a further issue (that was a consequence of the initial problem) that resulted in invoices not posting to Sage, she was straight on the case to get it sorted. Please can you ensure that she gets some kudos for great customer service.|
|9-529903||19/10/2020||5||5||5||5||Many thanks for sticking with the issues and resolving quickly|
|9-533128||19/10/2020||5||5||5||5||Excellent, thank you|
|9-533110||19/10/2020||5||5||5||5||brilliant as always 5 * service|
|9-533141||19/10/2020||5||5||5||5||Great service as usual|
|9-533156||19/10/2020||5||5||5||5||Problem solved quickly, thank you!|
|9-532933||19/10/2020||5||5||5||-||Have not yet reviewed the answer|
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