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 / Support was great. Miles helped me get our late fee situation fixed and also answered a few questions of mine without asking for another support ticket.
10 / Excellent Support, CARING STAFF
10 / Our problem was solved right away
10 / I received a response very quickly and was able to solve all my problems and more.
10 / As always Kenna is the best, she can find any answer I need.
I wish there was a way I could always request her.
10 / thorough explanations
10 / Zakhary was very helpful and resolved my 2 problems quickly and easily.
9 / Your support staff is awesome. Always very helpful.
10 / Very fast and very quickly resolved my issue.
10 / Very prompt communication, thorough instructions, & problem solving
10 / Woot! Woot! Woot!
B'cause Katie helped me SOOOO much, thanks!
10 / Prompt return call and excellent support given
10 / Zackhary helps me solve the problem and answers really make sense to me !
10 / Sam answered my question, and when he did not understand my question through email he contacted me by telephone to make sure he got the details he needed to answer the question correctly.
10 / super service as usual
10 / Issue resolved
10 / I have always received attention within a short time.
10 / Sam called and walked me through fixing my problem.
10 / Thanks for your help!
10 / Great help and quick response!! Thank you!!