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 / Anna Johnson was very knowledgeable & patient! She walked me thru step by step and was able to resolve my problem!
10 / Excellent service
10 / Thank you for the speedy reply
10 / good response time and answered my question.
10 / Good resolution to our question.
10 / helpful, patient
10 / Prompt, accurate assistance. AF support always follows up to see if the assistance I've received was effective or not and if there is anything else I need.
10 / Representative friendly, PATIENT, knowledgeable and very reassuring!
10 / Kelsey did a great job of helping me to get set up for handling on-line app fees! I really appreciated her help.
10 / Chad is always helpful. He walks me through the process and clear to understand. Thanks, Chad.
10 / You still give the best customer service around
10 / Tyler was quick to respond and solved the problem with a property
10 / Tyler solved the problem for us and the owner right away
10 / Great Service from Megan.
10 / As always Stanton was extremely help! Any time I need assistance he is quick to find the answers I am looking for! Thank you Stanton
2 / Seems like the effort to get a hold of someone after I request was put in could be better. Whether it's website Builder or book help. We get a quick call and then people vanish.
10 / Chad Brooks returned my support call. He guided me through the process of paying an owner past due rent through the tenant's security deposit account by the tenant/owner agreement.
10 / The representative was very pilot and knowledgeable,
Helped me through it all and was able to understand it.