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.
9 / Tyler is always very helpful.
8 / He was very helpful but we still didn't completely resolve the issue without cost to me.
10 / ASSISTED ME WITH MULTIPLE ISSUES. GUIDED ME THROUGH REPORTING ISSUES PROCESS TO ASSIST IN RESOLVING ITEMS NOT RESOLVED AS OF YET.
5 / this particular customer service representative seemed slower and less knowledgeable than the others I have interacted with.
10 / Super fast response and super easy! Love it!
10 / Kenna is a huge help.
10 / Prompt respond
10 / Anna is great, she has been so patient with me and worked with me through this accounting.
10 / Representatives are always knowledgeable, professional and friendly
10 / Michael was great today
9 / problem resolved. follow-up very good by rep
10 / Jake was on top of the problem, Great service
10 / Very timely response and Olivia took care of my issue immediately.
10 / Trenna was very quick in responding and we came to a solution quickly for the issue I had. She was also very cheerful and nice to speak with
10 / Anna, took a lot of time to help me with the issue, very friendly and very very helpful
10 / Awesome response time!
10 / Anna is awesome, very friendly and very very helpful. Explained things that I could understand what is happening
10 / Very patient, professional and knew her stuff.
10 / Frisco was terrific in helping me solve some complicated issues!! He was patient and even helped find a few other glitches that would have caused me additional problems. Thank you!!
10 / Austin was knowledgeable and understood my problem. After talking to him I will make adjusting entries for account 2020 at 12/31/2014 and reverse it on 1/1/2015.