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 / This one guy is great ☺
9 / The rep was friendly and knowledgeable
10 / The support sevice is quick and thorough........gave me options for resolving my issue and provided all the information I needed
10 / great answers
8 / He's been really responsive
8 / I was sent to a web site with the expectation of seeing a fully functional web site not one that is under construction, and had no answers for me.
10 / your great
10 / She answered quickly, and well.
10 / Lauren was very helpful and timely.
10 / Great customer service!
10 / Customer service is great. Fast response time and helpful.
10 / Brea is very quick and responsive and resolved my issues quickly
3 / EVERY PERSON I HAVE USED HAS BEEN EXCELLENT UNTIL NOW BUT THE LAST PERSON I HAD ON MARCH 31ST, MORGAN, WAS NOT VERBAL AT ALL. SHE COULD NOT EXPRESS INSTRUCTIONS, CONFUSED ME TWICE AS MUCH. I WANTED OFF THE TELEPHONE IMMEDIATELY.
10 / The rep I spoke to helped me very quickly. She knew exactly what the problem was.
10 / Your service is excellent, and Arezou is very knowledgeable, friendly and patience. Thanks very much
10 / Grant is so knowledgeable. He always provides excellent assistance.
10 / Our need was addressed and changes made within 8 hours
10 / The tech spent a lot of time with me on the phone till she figured out what the problem was. I appreciated that.
10 / Great customer service and even though my case had to be refer to another department I didn't feel like someone was just transferring me because they didn't want to help. I felt confident that the problem was going to be taken care of!
10 / As always, Aaron is very helpful and professional. I've never had an issue he can't handle.
3 / The way the system worked did not meet my needs.
10 / He helped me well with the problem, step by step. And he is good, very good he didn't let me go until he checked if everything went ok.
10 / Pleased with product