Fablab's customer survey - results

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Fablab's spring season was short due to the covid 19 situation. Despite of this, we collected customer feedback and received many responses to our survey. Thanks to all respondents!

A total of 89 people responded to the survey and the overall feedback was positive. Around third of the respondents used Fablab equipment for the first time during the spring season. Among users, Fablab was perceived as useful and more than 90% of the respondents will  use Fablab’s services in the future as well.

Learning by Doing short introductions to the machines also received positive feedback.  If there is demand, we will increase training in the autumn season.

Based on your feedback, we will update our website during the spring, e.g. adding more information about available materials as well as pictures of the space and equipment. We will also make CNC training material available on the website.

In addition, we received open feedback that we have analyzed carefully in our team. We will take several suggestions from your feedback for further clarification / practice.

Below are some answers to the questions raised in the survey:

– The booking calendar is difficult to use. Each device must be clicked individually. This does not make sense, for example, when looking for a free 3D printer. 

o You can also search for free times for devices with the “Refine Search” function on the right side of the booking calendar. Refine search allows you to search for devices that are currently available or search for available devices on a specific day and time.

– Information on events could be better marketed. It is sad when you miss a nice event because you haven’t heard about it. For example, could you set up a mailing list? 

o We are exploring the possibility of introducing a mailing list. Those on the mailing list would be informed not only of Fablab’s events, but also of sudden equipment failures and or other exceptions to opening hours, for example. Joining a mailing list requires a person to register. We will also utilize social media more in event marketing.

– Could Fablab sell also white cotton bags and acrylic of different colors? 

o We add white cotton bags to our selection.

o Bringing different colored acrylic sheets into selections is challenging. The minimum order quantity for the sheets is quite large and colored acrylic sheets are expensive. Therefore the sales is low. Because of these reasons, we are unable to increase the color range in acrylics.

– Could we have more practical instructions or videos from the devices on the website? 

o During the spring, we have updated the instructions for the machines. In addition, we have made for various devices so – called tips cards, which list the key points of use of each device and the workflow. We will add these to our website. You can find videos about the use of the devices, e.g. from the manufacturers. The challenge in making Fablab videos is their rapid “obsolescence”. That’s why we leave making videos to those who know it better, and keep linking to the websites where you can find good ready-made content.

–  “Not straight plywood” also aroused conversation. 

o Plywood is a challenging natural material. Fablab need to order laser plywood in large batches, which is why the material is stored for a long time. As a natural material, plywood is susceptible to, for example, humidity and temperature fluctuations. Unfortunately, we are not able to change the storage conditions of plywood but we are constantly working to improve it.