Customer Satisfaction Survey Results 2022

Thank you to everyone who took the time to participate in the Customer Satisfaction Survey for 2022! We are very grateful for the valuable feedback that we received. In addition to general satisfaction, this year’s survey focused on collecting information about training, our recently released calculators and models, and which materials properties you would like us to prioritize for our development. In this blog post, we share some of the highlights from this year’s survey.

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Improved Response Time by Our Customer Support

Our ratings for customer support continue to score high in all the categories we ask about. However, in previous customer satisfaction surveys, we received feedback that it occasionally takes too long to get a response when contacting us. We prioritized this issue and took action to make the process smoother and faster by migrating to a new support system and re-working our support process. We are therefore particularly pleased to see that the response time this year received the highest score since we started this survey in 2014 and that our efforts have proven worthwhile. We appreciate the feedback that allowed us to improve our support times and will continue to work to ensure you receive exceptional customer support.

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The score of the response time for both technical and non-technical customer support over the past nine years. 

Continued High Customer Satisfaction

When asked how likely it is that you will continue using Thermo-Calc Software products over the next year, 63% of you answered that you are extremely likely to continue using Thermo-Calc. Additionally, our Net Promoter Score (NPS) in this year’s survey continued to be high. Net Promoter Score 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 2022. Our score was well above the average, with a score of 41. We are very pleased to see that our customers still show high satisfaction with our products, and we will continue to work on improving our products to maintain high satisfaction.

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In this year’s survey, 63% of you answered that you are extremely likely to continue using Thermo-Calc over the next year.

Training and Documentation

In this year’s survey, many of you expressed an interest in more video tutorials. We are continuously working on developing more video tutorials for our customers, and all of them can be found on our website and YouTube. You can also subscribe to our YouTube channel to get notifications when we upload new videos so you do not miss out. Additionally, we recently launched our Learning Hub, a digital platform with in-depth lessons to help you learn how to use Thermo-Calc and apply it to real world conditions. The new Learning Hub may be a great option for those of you requesting more advanced videos and videos for TC-Python. Subscriptions to the Learning Hub also include access to live online office hours, where participants can ask questions about any of the content on the Learning Hub or about their work with Thermo-Calc. If you are interested in a subscription, contact us at courses@thermocalc.com.

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The new Learning Hub may be a great option for those of you requesting more advanced videos and videos for TC-Python.

Use of New Calculators and Models

Over the past year, we have developed several new exciting features. The Property Model Calculator was expanded with several new models in Thermo-Calc 2021a, including the Crack Susceptibility Model, which allows you to calculate the hot tearing tendency during solidification. The 2021b release included the introduction of the Batch calculator type, which makes it possible to perform high throughput calculations. Additionally, a completely new calculator, the Material to Material Calculator, was introduced in the release of Thermo-Calc 2022b. The Material to Material Calculator allows you to perform calculations that examine how materials transition from one into the other. When asked about the usage of these new features, many of you answered that you already have used or are planning to use them in the future. We are glad to hear that our recent development interests you and we hope that they will be useful in your work.

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. Through your generosity, the UNHCR, UNICEF, and the International Committee of the Red Cross will each receive a donation 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.

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