What Customers Are Saying (Right Now!) About Their Experience With AppFolio Support

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.

Support Experience Survey Responses

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.

*Updated on the hour

10 / Quick response . . . especially today being a holiday.
10 / She understood my issue right away and was able to clearly explain how I could fix it. She was so kind and did not make me feel stupid for not being able to figure it out without help. Also, she was available on Labor Day! I thought I'd receive a reply the next day and now it is already resolved! Thanks!
8 / Even though there was an explanation to the problem regarding the computing of the owner statement from different started date to the ending balance due to the pass by entrée when it was zero out, I didn't want to check each statement to change the date to get the right balance to the owner.
9 / Quick response, and resolution of issue.
10 /
10 / Excellent service.
10 / Emily stayed on top of and drove the project from start to finish. Keep her on board we need her responsiveness on our back end team. it makes all the difference having a single point of contact for resolving tech issues that are multi step.
10 / My issue was resolved quickly.
10 / Great help and speedy reply!! Thank you!!
10 / Zackary was most helpful. Resolved the issues I called about. Appreciate his time and explanations. He was wonderful.
10 / Excellent fast service on this issue.
8 / It took almost 24 hrs to get a call back
8 / Helped me toget info needed
9 / We like the system. However, there are still some areas that need a bit more flexibility. Love the response and customer service. Thank you all!
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10 / You guys are on top of all support requests responsive with accurate info and solutions Kind, courtes and understanding
10 / Got a call same day and the girl I spoke with was Cheery.
9 /
10 /
0 / So, he/she calls once. Never spoke with me. Can't manage to call again and, as this survey request seems to suggest, closes an UNRESOLVED REQUEST!? One, and done. REALLY!?!?!?!? Oh, sure, got an e-mail because we missed contact. IT'S LEASING SEASON! Very busy time, get called out to show apartment and can get delayed getting IN to office by pur current residents' and other customers' needs. A ticket should NEVER be closed unless it is resolved or there is MUTUAL agreement it can be closed or it's NOT resolvable!
10 / Johnathan was very helpful and walked me through the steps that needed to be taken to resolve my issues.
10 / Mike was very friendly and got back to me in a timely manner.
10 / Great customer service
10 / Fast response.
10 /