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 / Answered our question.
0 / I am still waiting on help for a call put in on the 13th of September.
9 / Support staff is excellent
10 / leo called me right away on a late friday afternoon and was able to take care of my backup before I was locked out of my business that I am closing. He understood the urgency and was very pleasant. I have always had very good customer service from Appfolio but its usually a day before someone calls/emails..
10 / They walked me through the entire process and waited to make sure I was able to access and reslove my issue.
10 / Jack was GREAT!
9 / he was very informative and helpful
10 / He got right back to me
9 / Although feature was not available, Morgan provided me with the necessary information
10 / Cassandra was a Rockstar! Very knowledgable!
10 / Prompt response and excellent customer service, as always.
10 / Very helpful and email was extremely useful and easy to follow.
10 / Once again Ashley was incredibly helpful, efficient, and pleasant to talk to! She's the best and I would be lost without her!
10 / Great customer service
10 / got my question answered with ease and Shaun even took extra time to make sure that I did understand why we were doing what we did after I explained that I can fix things as they tell me how but I do not always understand why I am doing what they tell me to do....I actually got it this time!! Thanks Shaun :0)
10 / VERY PROMPT RESPONSE.
10 / good support
10 / Great service
10 / Timeliness & Knowledge from Chad