Customer Satisfaction Survey Results 2017

Thank you to everyone who participated in the 2017 Customer Satisfaction Survey. We have already implement some of the feedback into our software. Read on to learn about the changes we have already made. 

The 2017 survey focused primarily on the new graphical mode version of the Diffusion module (DICTRA), customer support, documentation and operating systems.

Diffusion module (DICTRA)

Prior to 2017, the most requested item in the annual customer satisfaction survey was a graphical mode version of DICTRA. Therefore, we were thrilled to introduce the new Diffusion module (DICTRA) in March of 2017. Naturally, we wanted to ask users about it in this year’s survey.

We were pleased to see that, only two months after its release, nearly 20% of users had already used the new graphical mode version of the Diffusion module (DICTRA).

The most common request for the new Diffusion module (DICTRA) was for a table renderer, so we added one in the 2017b release, which came out in October 2017. You can read about this and other additions to the Diffusion module (DICTRA) in the Thermo-Calc 2017b release post.

The Diffusion module (DICTRA)

A table renderer was added to the Diffusion module in Thermo-Calc 2017b. This was the most common request for the Diffusion module in the 2017 Customer Satisfaction Survey.

Another major piece of feedback we received was that users who do not have a license for the Diffusion module (DICTRA) would like to test the module with three elements, rather than two, allowing you to run all of the examples files. In response, the 2017b release, including the demo version, allows users without a license to make calculations with three elements, so all users can now run all of the examples files.

Users who would like to test the Diffusion module (DICTRA) who do not have a 2017b license can download the demo version of Thermo-Calc.

Customer Support

This year we received the highest customer support ratings in the four years we have been conducting the survey. We also received the highest ratings for satisfaction with the Maintenance and Support Subscription. We are thrilled that users feel that our support is improving and we will work hard to maintain the high scores and improve in the areas we can. For instance, some respondents expressed concerns that our response time is too long, so we are evaluating our response system to try to reduce this time.

Bar graph showing results of Thermo-Calc Software customer satisfaction for support from 2014-2017

Results from the Thermo-Calc Customer Satisfaction Surveys 2014 to 2017. The questions were asked on a scale from 1 to 5.

 

Documentation

Over the past several years we have been updating our documentation to make it easier to use and more thorough. We introduced an online help system in 2015 and have been creating tutorial videos to help users learn about the many calculations Thermo-Calc can make.

We are now working to ensure that all users are aware of the new and updated documentation and using these tools. Results from this year’s survey show that from 2016 to 2017 use of the examples videos doubled from 19% to over 40% and users who have not heard of the online help system shrank to only 13%.

 

Bar graph of 2017 customer survey results showing that more people have used and are aware of the online help and examples videos

Between 2016 and 2017 awareness of our newer documentation formats increased considerably. We prioritise educating users and helping you get the most out of the software, so we are happy to see that users are learning about and using these new tools.

We are thrilled to see that users are learning about and using the new forms of documentation. We prioritise educating our users and helping you get the most out of the software and we will continue to work hard on the various forms of documentation. If you ever have questions, concerns or suggestions about documentation you are welcome to email us at documentation@thermocalc.com.

Discontinuing Support of 32-bit Operating Systems

We have been considering dropping support for Windows 32-bit operating systems for several years, so every year we ask about this in the survey. This year, very few people responded that they are still using a 32-bit operating system, so we have decided to drop support after the 2017b release. Users with a 32-bit platform installation are therefore advised to migrate to a 64-bit platform before the spring 2018 release. See our Roadmap for Platform Support to learn which operating systems will be supported in the future.

Thank you again to everyone who took the survey. We appreciate your feedback and work hard to implement your suggestions. You are welcome to email us anytime with ideas and feedback at info@thermocalc.com.