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Jul 03 2023

Docmail Customer Service Survey 2023

By George Gardiner, Customer Product Support Manager

In April 2023, we once again launched our Docmail customer service survey. The annual survey aims to gather feedback from our clients about our hybrid mail customer service team and Docmail as a solution.

We’ve been inundated with responses and wanted to say a huge thank you to everyone who took the time to complete the survey. Every response is valuable to us and we appreciate all of the feedback provided.

The survey allows us to understand how Docmail works for our customers and their companies, highlighting what works well and what might need improving. This is essential in the development of Docmail, while ensuring high quality customer service 24/7.


We believe it’s important to reward those who take the time to complete the survey. As a result, we offer one lucky, randomly selected, winner £250 Docmail credit, while everyone else receives an exclusive discount code to use on their Docmail mailings.

This year, we are pleased to share that the winner of the £250 Docmail credit was… Kayleigh from Woolpit Health Centre. Congratulations Kayleigh!


We’ve collated the results, showcasing how the support team and Docmail are viewed by our customers.


One thing that was inherently clear from the feedback was that the customer support team are a valuable asset to Docmail users, highlighting how important their role is in supporting our clients.

98% of people said that when they contact the support team, they find the team friendly, helpful and able to solve their query.

96% of people rated the overall service 4 or 5 stars (out of 5).


When it comes to any solution, customer feedback is vital in ensuring it progresses to continually meet customers’ needs.  As we run the survey annually, it’s an ideal opportunity for us to track our customers wants, needs and expectations of Docmail and the progress we’ve made as a result.

It was positive to see that this approach is working, as:

98% of people said they are satisfied, very satisfied or extremely satisfied with the solution.

On a scale of 1-10 (with 10 being the highest), how likely they are to recommend Docmail to a colleague or friend? 92% of people said 7-10 as their rating, with a huge 63% of people saying 10.


The survey also asks for area’s that could be improved on and we will of course take this into consideration moving forwards.

Our customers remaining happy and having their needs consistently met is at the forefront of what we do, and this will always be the case.


Once again, we’d like to thank everyone who completed the survey. We’re always open to any feedback, so if you have any going forwards, please do let us know. 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, 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’.

News, Hybrid mail, Docmail