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 / Sean was great. Pleasant and helpful and saw the resolution through.
0 / I was given a solution to the problem that I wrote wasn't going to work. The move-out accounting won't "undo" because AppFolio says one of the charges has already been paid.
10 / Aubry was quick with followup and complete
10 / He was very thorough with his email response and friendly too!
10 / The support team is always there when I need them
10 / Easy to use application; plus the ease to get ready help when needed
10 / Response time was awesome!
9 / It would be nice if support was instant or a little faster. But within 24 hours is pretty good.
10 / Andrea Owens took the time to listen to the unique issue I was having with a tenant/owner/property and solved the problem. Andrea took the time to confer with her colleague's to find the best solution after she helped me to the best of her ability. This is the best customer support experience I have had with AppFolio; thanks to Andrea!
10 / the problem was solved in a timely manner
10 / Lauren was able to quickly answer my question, in a profession and pleasant manner.
10 / Great Service
10 / Anna always has the information I need :)
10 / Mindy is awesome. Always explains things so thoroughly. Thank you.
10 / fast response time and easy to understand
10 / Leo is very helpful
10 / I liked that she took the time to call me personally and go over steps over the phone and not send me an email. She was great!
10 / Whenever I have a question or an issue the Appfolio support team is always so knowledgeable, efficient and so nice. What more can you ask for!
10 / Helped walk me through the process so no more mistakes could be made. Thank You