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 / very patient in explaining and explaining and explaining and finally correcting my issue
8 / Quality service, promptness
10 / Kelsey was knowledgable and very helpful
10 / Quick Response with a clear helpful answer.
10 / Katie is very thorough and knowledgeable. She walked me through every step and explained why I couldn't find something and tricks to find it in the future.
She is very
10 / Ashley understood the problem very well and provided excellent advice.
10 / Ashley is a superstar!! My 32 unit apartment owner was perplexed by his Owner Statement and Cash Flow report balances. I could not explain the reports to his satisfaction. After much discussion with Ashley she emailed to me a detailed explanation for forwarding to him. He still could not understand and she suggested a conference call with him and myself. I met Ashley at the genius bar, discussed the situation, and set a time for the call. On the call she thoroughly explained the bookkeeping , changed his report info so his needs for data were met, and solved a big owner issue for me. I also learned a great deal from our calls. Additionally, we fixed a few security deposit bookkeeping errors of mine on three other properties. As a result of her great help my bookkeeping is now 100% correct!!! WOW to her!!! Thank you Ashley.
10 / Leo once again explained the nuances of the program.
10 / Leo gave me extra tips on reconciling.
10 / Leo is always helpful.
10 / Michelle is great to work with.
10 / Everyday I learn something with Appfolio its awesome
10 / always helpful!!
10 / Super nice and patient with me...
10 / Patience, knowledge and follow up.
10 / amazing help..thanks for all your efforts :)
8 / Michelle was polite and professional. My frustration was that I didn't have a direct resolution from the call, I had to figure it out with the bank
10 / Very patient and very explanatory to where I can understand
10 / Quick response within a couple hours of panicking because I did something wrong and needed their help to reverse!