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 / Always great service with Appfolio! Every support person we have dealt with has worked hard to resolve any and all issues!
9 / I wanted more control
10 / The response was fast and helpful. I was able to resolve the issue quickly.
10 / She's nice.
10 / I think Appfolio is great! I am really glad we chose to go with this company.
10 / Support team is always quick to contact me & help with my problem.
0 / I never spoke to an Olivia
10 / Great customer service
9 / Grant, not only responded with the answer, he created reports and attached them and included screens shots of setting he ran the reports. He went the extra mile.
10 / I could not ask for a nicer, respectful, courteous support tech. He was so very helpful and walked me through the procedure.
Thank you very much!
10 / great response love it
10 / great quick service
10 / She hung in there with me to make certain I understood.
10 / Vince called me right away. Sweet!
10 / Chelsea was very helpful in resolving the issues I was having with my tenant receivable balances.
9 / Pleasant, knowledgable and reasonable response time.
10 / Anna took the time to make sure I understood the changes we were making to my system. Not only did she patiently resolve my issue, but I learned a lot about appfolio in the process! She definitely has the heart of a teacher!
8 / Kenna was as helpful as she could be given the fact that we don't actually know where all our problems are since we don't have a total grasp of the implementation process and how we got it so wrong yet. I am beginning to understand now and feel more confidant with how things are progressing. The more we talk to Appfolio people, the clearer things are.
10 / Muhammed was quick and friendly with helping me with my requests.
10 / fast response
9 / I love the customer support, but I have a lot of concerns about the viability of the program for multi-family use.