AppFolio Is First In Property Management Industry To Showcase Uncensored, Real-Time Customer Feedback

Santa Barbara, CA -- February 18, 2013

Leading provider of web-based property management software is first in the industry to provide 100% transparency into customer feedback.

In an unprecedented move, leading web-based property management software provider AppFolio has published its actual, uncensored, and unedited customer support feedback on the homepage of the company website. The information is presented transparently and in real-time to provide true insight into the experience as an AppFolio customer.

At the end of every customer support call or online interaction, AppFolio asks customers to rate their experience with the AppFolio Support Team. After a support case is closed, a survey with the following two questions is supplied to the customer:

1. How likely are you to recommend AppFolio based on your Support experience? (0 = not likely, 10 = most likely)

2. What is the reason for the score you gave?

AppFolio felt that superior customer service is so valuable to property management software users that it wanted to deliver a new model to the industry for showcasing customer happiness and success. It decided upon real-time, uncensored display of its customer support survey responses as the closest way possible to reach 100% transparency, and is the first and only property management software company to offer this.

“Customer focus is often cited by companies as a core value, but it’s sadly no more than lip service at many firms,” states Brian Donahoo, CEO of AppFolio. “We wanted to give even more visibility to what it’s really like as an AppFolio Property Manager customer. For most companies, that would be heart attack material, but for us, it was an easy decision. We believe that providing excellent support makes all the difference and we make it a top priority to deliver on that promise every day.”

Examples of recent survey feedback include:

  • 10 / Love Bryce, if he was here I would give him a big fat kiss! He was great.
  • 10 / Always the best Support I have have ever worked with. Christian is very professional and knowledgeable.
  • 10 / Support was fantastic! Patrick was very detailed and patient while I was trying to find my way around the different screens. Thank you Patrick!!!!

View AppFolio’s real-time, uncensored customer feedback here: www.appfolio.com/survey

About AppFolio
Headquartered in Santa Barbara, AppFolio creates web-based software that businesses love to use. AppFolio's suite of vertical, easy-to-use, SaaS solutions includes AppFolio Property Manager (web-based property management software used by thousands of property managers); RentApp (free online rental applications that have processed over twelve thousand online applications in the first year); AppFolio SecureDocs (secure virtual data rooms used by well-known companies like Savings.com and Angies List); and MyCase (legal practice management software that streamlines law office management). With original investors including Cisco Systems, BV Capital and the Investment Group of Santa Barbara, AppFolio’s rapid growth is being fueled by very happy and loyal customers. For more information, please visit AppFolio.com.