Customer Satisfaction Survey Results 2017

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 free Educational Package.

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.

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%.

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.