Customer Satisfaction Survey Results 2024

More Experienced Respondents from Industry

For the first time since we started conducting the customer satisfaction surveys in 2014, more of you responded that you were commercial employees than university employees. This was not the only shift we saw in demographics; there were also more of you who came from organizations with more than ten Thermo-Calc users (37% compared to 29% in 2023), and more of you had worked with Thermo-Calc products for more than 3 years (72% compared to 59% in 2023).

Highest Net Promoter Score Ever and Continued High Customer Satisfaction

Net Promoter Score (NPS) is a widely used metric that allows companies to measure customer satisfaction. According to Retently, the global benchmark for the computer software industry had an average score of 34 in 2024. This year we exceeded this benchmark and beat our own record with a score of 48,4. Our second highest NPS was 44 in 2020. This year the majority of you were promoters, 54,7% more specifically, which means you scored us a 9 or 10 out of 10.

The majority of you who responded to the survey answered that you see yourselves continuing to use our products over the next year; 65% of you answered that you were extremely likely to do so, which is the highest percentage we’ve ever had for that response. Those of you who said you were likely to continue using our products spoke about being satisfied with our products and finding them useful, trustworthy, and reliable in your field of work and research.

Customers with a Maintenance and Support Subscription also reported high satisfaction. And satisfaction for technical- and customer support has continued to be high. The comments about the technical- and customer support were mostly positive, saying that the support is excellent, helpful, useful, and prompt. The negative criticism was mostly about the response time or that you wanted more transparency about our prices. We are reviewing all the feedback that we have received to act on it.

Feedback on the New Additive Manufacturing Module

In June 2023 we launched our new Additive Manufacturing Module (AM Module). We therefore used the customer satisfaction survey to ask those of you who have used the full or demo version of the AM Module for feedback. You were particularly positive about the Module’s user interface, ease of use, and flexibility. You scored the Module lower on speed and stability and gave suggestions for improvements and additions. One of you asked for more accuracy for keyholing. Just this past June we increased the accuracy by adding fluid flow to the keyhole model. This addition is included in the Thermo-Calc 2024b release.

We are continuously working on developing the Additive Manufacturing Module and your suggestions and feedback will be taken into consideration when planning our roadmap. 

Wide Use of Different Resources for Learning About Our Products

This year we asked about which resources you use and your favorite resources when learning about new products. Thermo-Calc provides a wide array of resources; technical documentation, training courses, video tutorials, release news blog posts, Getting Started Guides, the Learning Hub, as well as examples and an online help system accessed from within your software, and much more!

Looking at your responses we can see that there is a wide spread of use and preferences. We are pleased to be able to provide you with many different options for learning about our products, and we plan to continuously develop, integrate, and create more content and resources. Stay tuned as we’ll add new video tutorials, webinars, application examples, and more.

As a materials scientist for magnesium, I use Thermo-Calc to develop new Mg alloys and to predict the process parameters for these alloys. The most common issues are heat treatment and the processing window for hot extrusion. From time to time the prediction collides with reality and my work becomes a little more interesting because I also like to experiment. This means that I am indirectly involved in optimising new thermodynamic data sets to drive the development of new Mg alloys.

Questions You Asked Us in the Survey

Some of you asked questions in the survey. Since the answers are anonymous, we cannot contact you via the survey. Please email us at info@thermocalc.com and we will get back to you as soon as possible.

Money Raised for Charity

As a thank you gift to respondents, we gave you the opportunity to select from three charities to have us donate €10 on your behalf.  Together we raised €420! Through your generosity, the UNHCR, UNICEF, and the International Committee of the Red Cross have received donations that will help further their important missions. Thank you to those who chose to donate.

Thank you again to everyone who took the survey. We appreciate the time and thought you put into your responses. We analyze all of the feedback and consider it when deciding upon our roadmaps. You are welcome to email us anytime with ideas and feedback at info@thermocalc.com.