In May 2026, we launched our annual Docmail Customer Service Survey. The survey has become one of the most valuable ways for us to understand the experiences, expectations and needs of our customers.
The feedback we receive is incredibly important to us. It helps us identify where we are delivering excellent service, recognise the areas our customers value most and highlight opportunities where we can improve further. Every response plays a vital role in shaping how we develop Docmail.
We asked our customers to rate our team across a variety of areas. The results once again demonstrated their dedication and commitment to supporting our clients.
96% of respondents rated the friendliness and helpfulness of our team as either “good” or “excellent”. This reflects the importance we place on delivering approachable, knowledgeable and responsive support at every stage of the customer journey.
“Nothing is too much hassle, great support and the best by far of all our providers”
“Whenever I have needed to contact you I have always spoken to lovely, helpful people”
98% of customers rated the service they had received from us as either “good” or “excellent”, recognising the high standards our team works hard to deliver every day.
“Top notch and great people breed a great business and you have that”
We also asked our customers to rate Docmail and how well it works for them as a communication solution.
95% of respondents said they were either “satisfied” or “very satisfied” with Docmail as a communication tool. The feedback reinforced our ongoing commitment to delivering a dependable, high-quality solution, that continues to meet the needs of our customers.
“Much easier than doing it ourselves and time can be spent doing other tasks”
93% of people voted 7 or above to recommending Docmail to a friend or colleague – with over 58% of these customers awarding the maximum score of 10. It was great to see the strong levels of confidence, trust and satisfaction our customers have in Docmail.
“I've been using Docmail for over 10 years and never had a problem”
We were able to use the results of this question to generate a Net Promoter Score, which sits at 65%, putting us in the ‘great’ category. This marks a significant improvement from our 2024 score of 59%, demonstrating the positive impact of the changes and improvements we have made in response to previous customer feedback.
We would like to thank everyone who took the time to complete this year’s survey. We had a brilliant level of response and it was incredibly rewarding to hear so many positive comments about both our product and the teams behind it.
Alongside the encouraging feedback, customers also shared a wide range of constructive suggestions, which are extremely valuable in helping us shape the future of Docmail. By listening closely to our customers and understanding their evolving needs, we can continue to develop and enhance Docmail in ways that deliver the greatest value and make the service even more effective for those who rely on it every day.
We value every single response, which is why everyone who completes the survey has the chance to win a £250 Amazon voucher. This year, our winner was Tracy Wilson from Todmorden Group Practice. Congratulations Tracy!
Once again, a massive thank you to all our customers who took part. We look forward to hearing your thoughts next year, on the 10th anniversary of this survey.
