We know that great support really matters to our customers. But it can be hard to tell if a company provides "great support". We all say that we do…but that's not enough. We've made our support survey responses public so you can get a true sense of how dedicated we are to providing the best support in the industry. These are real customer responses – unedited and updated every hour.
At the end of every support experience (every single one!) we ask customers to rate their experience with our Support Team. After a support case is closed we send a survey with these two questions:
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?
These are the 25 most recent responses – completely unedited.
10 / He followed thru with a phone call and sent a very thorough list. I appreciate it.
10 / She excellent on following up with me even though it took me a few days to get back to her. She also has excellent customer service skills!
10 / Good job tracking down the answer to a tough accounting problem.
7 / I submitted an ACH activation request which was not acted on, and when I followed up, I was told it was not received.
I've also had an experience that left a bad taste in my mouth. I called to get clarification on an item in a credit report. It took a week to even get a response. I lost an applicant because of it.
10 / Katelyn knows what's up. Thanks for solving everything.
10 / awesome service!
and I do need somebody to hold my hand now and then..............
10 / Very nice always helpful super patient
10 / Really great to work with your support staff
10 / I think it is awesome for the things you guys do. And the things you guys can help with that i feel like most software companies would just say well that's not our problem.
10 / solved my issue
10 / Very timely and efficient response
10 / Simple request - very fast answer
10 / Stanton is very proactive and helpful
10 / Appfolio is always amazing! Great job you guys!
10 / Even though the software can't do what I want it to do (customize rent receipt application to prepaids only), Katie was super helpful. Thanks!!
9 / Austin French was very helpful and got my request done quick. I really appreciate clear communication and processing my request in a short time frame.
10 / My concern was addressed promptly and was met with great customer service skills
10 / Chase was knowledgeable, friendly and answered my questions.
10 / Timeliness of responses.
10 / Meg is a genius, I gave her a complex problem to solve and she did great.
10 / Agent did everything explained the entry and why it happens
10 / Change of owner. Estate taking over property because owner passed way.
10 / Kelsey was great. Her response was in email form which I requested (too busy to answer phone). Her answers were thorough and easy to understand. Quick.