Insights and blogs

Sustainable communications

Docmail customer service survey 2022

Michael Lydford

27th May 2022

In April 2022, we sent out our annual customer satisfaction survey to our Docmail customers, which consists of questions asking how customers feel about the service they receive from our support team. We had an influx of responses over the 4 weeks that it was open, and would to thank everyone who took the time to complete it.

The survey gives us a valuable insight into how Docmail works for our customers and their businesses, providing an understanding of everything we are doing well and where we can offer any improvements to our customer experience and product.

What Docmail means to our customers

It was brilliant to see so many positive comments about Docmail as a product and the support we provide when you need it.

The answers were compiled and analysed and an overall trend was clear – Docmail allows our customers to succeed in their work by providing an easy to use, cost-effective and time-efficient way of sending mailings to their different audiences.

The support received by our customers, if and when they need a helping hand, is also valued, with our small team rated excellently for our product knowledge, speed of resolution and our friendly, ‘can-do’ attitude. The support team act as an extension to our client’s organisations and they are there to add to the customer experience you receive when choosing to partner with Docmail.

The results

We’d like to share with you a deeper look at some of your responses to how Docmail is seen from our customer’s point of view.

The team

Starting with the support team - 100% of respondents said they found our team friendly, helpful and able to resolve their queries. Many said they appreciated our efficiency and speed in getting the issue resolved, especially as many businesses were on tight timescales to complete their mailings.

93% of people rated our support service 4 or 5 stars (out of 5), which we are delighted with.

Docmail Hybrid Mail

One recipient commented “It’s so great you still have telephone support when I need it! Please don’t replace it with live chat!” – Fear not, we will not do this – our telephone support and the ability to chat with a real person who understands Docmail will always be something we offer.

Live Chat is something we are looking to roll out soon as another way of getting in contact with us, not to replace the telephones. 65% of responses said they would be ‘likely or very likely’ to use live chat (with a real person, not a bot!) in the future, so this is very much something we’d like to explore.

Docmail Hybrid Mail

I have not found anything more usable or cost-effective than Docmail

Hybrid communications

Docmail as a communication tool

In using Docmail as the preferred communication tool, respondents replied that they appreciated the user experience and remote, online nature of the service, whilst reducing the need for printer maintenance and supplies such as paper, toner, envelopes and stamps.

95.5% of people said they would recommend Docmail to others, with many leaving comments that they have in fact recommended it to others already. 

What does the future hold?

Regarding ways to improve, many said to just keep doing as we’re doing, which we of course will ensure we do! There were a couple of references and suggestions relating to specific design or overall user experience wishes, which we will take onboard and work with our developers for future revisions. So, watch this space!

We’d like to thank those who participated again for your input and remind you that you can let us know feedback or suggestions on how we can improve, anytime, by contacting us at or 01761 409701.

Alternatively, if you’ve had a positive experience with Docmail and want to rave about the product and our customer support team’s service, we’d also welcome Trustpilot reviews. To do so, all you need to do is visit our Trust Pilot page HERE where you will be able to select ‘write a review’. 

subscribe for updates »

Other articles

January 2023

How to use hybrid mail services to streamline communications costs

De-bunking data protection myths

5 ways to use outsourced hybrid mailings to boost customer communications

December 2022

The power of effective communication in retaining customers

5 ways charities can improve audience engagement on a budget

The power of the letter in the health sector

November 2022

Hybrid mail vs. direct mail: What's the difference?

What is accreditation and why is it so important to the finance sector

October 2022

What is accreditation and why is it so important to the private sector

Hybrid mail vs managed hybrid communications

September 2022

12 top tips for increasing patient engagement this winter season

August 2022

The return of the QR code

Fact piece: 7 interesting facts about Docmail hybrid mail

Docmail hybrid mail: all about the Print Driver

July 2022

What is Accreditation and why is it so important to the health sector

Hybrid communications in the public sector: Best practices to maximise procurement

June 2022

8 ways to improve public sector communications

What is Accreditation and why is it so important to the Public Sector

10 things you didn’t know about CFH Docmail

May 2022

Docmail customer service survey 2022

Creating meaningful connections offline

April 2022

A brief history on the evolution of communication

March 2022

SME’s: 8 tips for increasing engagement

11 things you didn’t know about Docmail hybrid mail

How to reduce your carbon footprint when working from home and onsite

How we’re constantly reducing our impact on the environment

February 2022

Benefits of using a multi-channel communications approach

Medical practices: using the hybrid mail print driver

January 2022

Where does the 5-day working week come from?

Advances in technology: Debunking mailing myths

How hybrid mail works

Hybrid communications for hybrid workers

December 2021

Creating your multi-channel communication strategy

Customer Support at CFH

Greenwashing: The importance of true sustainability in business

November 2021

SMEs and hybrid communications

Improving resident engagement with personalised, hybrid communications

Enhancing council communications with hybrid mail

October 2021

Managing practice pressure

Is paper eco-friendly?

September 2021

The 5 benefits of hybrid mail: printing and posting online

Addicted to remote working? Us too. 6 reasons we love WFH

Flu vaccine delays and increased eligibility: 3 ways to manage with pre-planned communications

June 2021

Best Practice: Patient communication management this winter

Credit unions: the adoption of hybrid communications to improve engagement and reduce cost?

The evolution of communication since Covid-19

May 2021

Overcoming Vaccine hesitancy for children - How good communication can help

How does digital transformation improve customer engagement?

What is hybrid mail? Print & post solutions explained

Effective business communication: debunking mailing myths

Start with a free communication review!

We’d love to look at how you’re communicating, how you could improve, and how we can help. Fill out your details and we’ll talk you through taking the friction out of your communications.