Customer Satisfaction Survey Results 2016

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Thank you to everyone who participated in the 2016 Customer Satisfaction Survey. The 2016 survey focused on a few key areas that we are working on in an attempt to get feedback that we can implement immediately. We received a tremendous amount of information, which we have analysed and are now working to integrate into our road maps.

Property Model Calculator

The 2016 survey included an entire section on the new Property Model Calculator, which was introduced in Thermo-Calc 2015b. We learned that many users have not yet used the Property Model calculator, but that you are interested in it if we add additional models, as we are planning to do. We asked which models you want and received a wide variety of responses, so we are currently prioritising them and will begin adding models based on this feedback. Stay tuned to learn which models will be added to the Property Model Calculator.

Documentation

Previous surveys showed that users were generally unsatisfied with our documentation, so we have been working hard to improve it and included an entire section asking for feedback on how we are doing.

We were delighted to see that users are more satisfied with the newer forms of documentation such as the online help system and the instructional videos when compared to the old PDFs. We still have a lot of work to do, but we are heading in the right direction.

Technical and Non-technical Customer Support

We were happy to see that our ratings for customer support increased in 2016 in three of the four categories we asked about. Users also reported being more satisfied with your Maintenance and Support Subscriptions. We will continue to work hard on providing good customer support and valuable updates as we know these are important to our users.

Console Mode Here to Stay

One question on the survey asked users if there is anything they miss from the older version of the console mode. Many respondents interpreted this question to mean that we are getting rid of the console mode, so we want to assure users that the console mode is not being phased out. Many users still prefer the console mode over the graphical mode, so we have no plans to get rid of it.

Thank you again to everyone who participated in the 2016 survey. We appreciate the time many of you took to write long and thoughtful answers and we hope we can meet your expectations when integrating your feedback.

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