Customer Satisfaction Survey Results 2025: Insights on AI/ML and Thermo-Calc Integration

Company News
Tuesday 19 August 2025

This spring we sent out our annual Customer Satisfaction Survey, and it’s now time to share some of the results of the survey. We’d like to give a big thank you to everyone who took the time to respond to the survey. Thank you for your valuable feedback — it plays a key role in helping us improve our products and better understand your needs and priorities. This year’s survey focused on gathering insights about our software products and databases, as well as your current use and interest in applying ML/AI tools alongside Thermo-Calc solutions. In this blog post, we’re excited to share some of the key takeaways from the survey.

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Usage and Interest in ML/AI in Conjunction with Thermo-Calc

When asked about using ML/AI tools alongside Thermo-Calc calculations or results, most respondents had not yet done so but expressed interest in exploring this in the future. Among those who had, the feedback was largely positive. For instance, 21% reported using a large language model (LLM) or AI assistant to support their Thermo-Calc work, 60% had not, and 19% planned to do so. Notably, 78% of those who used Thermo-Calc results with ML/AI for materials property modeling and predictions found the experience very useful.

llm-ai-q-customer-survey-2025-vers2 — *The responses to the question of whether the respondents have ever used an LLM or an AI-assistant to help them with their Thermo-Calc calculations.*

ml-ai-rate-usefulness-customer-survey-2025 — Responses to the question about how Thermo-Calc users rate the usefulness of combining Thermo-Calc results with ML/AI for materials property modeling and predictions. There were three other answer options available, but all respondents chose “Very useful” or “Somewhat useful”.

We also asked about the possibility of adding an ML/AI module to Thermo-Calc. Of the respondents, 33% said they would be interested, 52% said their interest would depend on the features, and 15% said they would not be interested.

While many of you were optimistic about the possibilities to use AI/ML together with Thermo-Calc calculations and results, some of you were more hesitant and would want us to focus on other areas when developing our products. We are currently exploring how to integrate ML and AI tools into our CALPHAD framework. As we move forward, we will carefully consider your comments about ML/AI tools in conjunction with Thermo-Calc.

Valuable Feedback on our Software Products

This year, we restructured the survey to make it easier for you to share detailed feedback on our software products. We were pleased to see that many of you took the time to provide thoughtful comments — feedback that is incredibly valuable and will help shape our future development roadmap. Below, we’ve highlighted some interesting trends from the responses related to our major software packages.

Thermo-Calc

The positive comments we received about the Thermo-Calc platform and built-in calculators were mainly focused on user-friendliness, as well as highlighting Thermo-Calc as a powerful and useful tool. The feedback was mostly about improving usability. User-friendliness is important as we continue to develop Thermo-Calc and the included calculators, for example, our latest release, Thermo-Calc 2025b, included several user improvements, such as a restructured quantities list, the possibility to see all database properties in the system definer, and the option to reverse axes in ternary plots.

The Diffusion Module (DICTRA)

For the Diffusion Module (DICTRA), you gave us different reasons for liking the Module, but the top reasons were that you found the Module useful in your research and work objectives, and it was a powerful tool for getting interesting results. The feedback focused on improving DICTRA’s user interface and the speed and stability of the Module. Some of you asked for more consistency between Console and Graphical Mode. In our latest release we have made the Console Mode feature Automatic grid option available in the Graphical Mode as well.

The Precipitation Module (TC-PRISMA)

For the Precipitation Module (TC-PRISMA) the most positive comments were about user-friendliness and the usefulness of the Module, while the feedback was focused on expanding the number of examples, documentation, and the overall help in the software. We are continuing to expand the number of resources we provide to help you get the most out of our products and will use this feedback to guide us. Some of you also mentioned that the computation time and accuracy of results could be improved, which we have addressed in the latest release with significant speed improvements in the Precipitation Module (TC-PRISMA).

Steel Model Library

For the Steel Model Library, when asked what you liked about the Steel Model Library, most of you mentioned the functionality and usefulness of the model library, and when asked what we could improve, most of you answered speed and stability. Some were happy that the Steel Model Library keeps expanding to offer a variety of models. We recently improved the library by extending the Martensitic Steel Strength Model to a full flow stress model.

Continued High Satisfaction for Technical and Customer Support

This year, we continued to score high satisfaction with technical and non-technical support. Those of you who are Maintenance and Support subscribers gave us an overall score of 4,4 out of 5.

mss-satisfaction-customer-survey-2025 — *Chart showing the overall score when customers are asked to rank their satisfaction with their Maintenance and Support Subscription from 1 to 5, with 5 being “Very Satisfied”.*

When we asked you to score our technical support in different categories, we received high scores in all categories, including our highest score ever for response time – 4,79 out of 5!

technical-support-q-customer-survey-2025 — *A chart showing the overall scores from 2014 to 2025, when respondents are asked to score our technical support from 1-5 for response time, usefulness of the response, and overall experience.*

The positive comments that we received about our technical and customer support highlighted the members of our support team for providing excellent service, expertise, and quick and useful responses.

High Percentage of Users Likely to Continue Using our Products

We’re encouraged to see that most of our users plan to continue using our products. In our survey, 62% of respondents said they are extremely likely to continue, and another 33% said they are very likely. We appreciate our users’ trust and the opportunity to keep supporting them.

how-likely-to-continue-customer-survey-2025 — This chart illustrates how likely customers are to continue using our products, based on a 1–5 scale (5 meaning “Extremely likely” and 1 meaning “Not at all likely”). This year, 95% of respondents selected either 5 or 4, while the remaining 5% chose 3 or 2.

This year, we also maintained a high Net Promoter Score (NPS). According to one of the leaders in Net Promoter Analysis, CustomerGauge, the global benchmark for the B2B computer software industry is 36%, our NPS was above this at 39%. We value all feedback and will continue working to improve our Net Promoter Score by addressing customer needs and enhancing the overall experience.

Winner of the Customer Survey Raffle Prize: Kamlakar More

Participants in the customer survey had the chance to win a €300 prize in a raffle. This year the winner was Kamlakar More, Materials Engineer at Siemens Energy AB in Finspång, Sweden. Kamlakar decided to donate the €300 prize to UNICEF. Read below to learn about his work with Thermo-Calc products.

Thermo-Calc has been a great tool for my material engineering work at Siemens Energy AB. We deal with high performance Ni superalloys for our gas turbines to be used in power generation and performance of these superalloys is critical to operations. As a powerful software tool, Thermo-Calc helps me to anticipate the properties of different possible chemical compositions with the highest accuracy. As the chemical composition has a driving role in determining the properties, it is of great help to play with composition and get an idea about the properties. Thermo-Calc also helps me to peep into the possible heat treatment windows for different Ni metallurgies. It has become more user friendly recently with introduction of graphic console and it saves a considerable time in my 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.  Together we raised €430! This is in addition to the €300 raffle prize which was also donated to charity. 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.