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.
0 / So, he/she calls once. Never spoke with me. Can't manage to call again and, as this survey request seems to suggest, closes an UNRESOLVED REQUEST!? One, and done. REALLY!?!?!?!? Oh, sure, got an e-mail because we missed contact. IT'S LEASING SEASON! Very busy time, get called out to show apartment and can get delayed getting IN to office by pur current residents' and other customers' needs. A ticket should NEVER be closed unless it is resolved or there is MUTUAL agreement it can be closed or it's NOT resolvable!
10 / Johnathan was very helpful and walked me through the steps that needed to be taken to resolve my issues.
10 / Mike was very friendly and got back to me in a timely manner.
10 / Great customer service
10 / Fast response.
10 / Problem solved quickly
10 / They responsed promptly to my question and called me to walk me through my problem.
10 / Jesse and Amanda did a great job of getting the issue resolved.
10 / Great support
10 / very fast, followed up and very friendly
9 / Cecilia was pleasant and helpful.
10 / Quick Response & resolved issue
10 / Quick Response & resolved issue.
10 / Quick turnaround on my question and detailed/accurate response.
10 / Great service
10 / Diane was extremely knowledgeable and very easy to work with.
10 / The person that helped me was very polite and knowledgeable.
10 / I was very pleased with the patience and assistance that I was given.
10 / The guy was easy to follow and was really nice.
10 / helpful
9 / Ultimately, Toby was able to help me in a timely fashion. Previously, I submitted my request, and at first it was not understood and details in my request were not noticed by staff trying to find a solution, which led to delays in solving the problem. As I said, though, once Toby got involved, he helped me quickly, and he was very responsive.