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 / you all are always very helpful in resolving any of my issues
10 / RESPONSE WAS QUICK AND CONCISE
10 / speed and knowledge
10 / She was very accommodating in scheduling some time to speak with me about the issue I was having. She was able to confirm that the action I took were the correct actions for what I was trying to achieve.
6 / This no reflection on Olivia she has always been very polite and helpful. I spoke to Jonathan concerning my bank recs and some of the problem has not been resolved I believe he was going to contact someone?
10 / Jonathan was very helpful with my question this morning. thank you
10 / Very prompt and accurate information.
The whole process took well under 24 hours and it was performed with precision.
10 / AppFolio has always responded in a timely manner either by email or by phone.
10 / She was helpful and when she wasn't certain of the answer she asked a coworker to get me the right answer to solve my issue. Very pleasant personality also!
10 / Awesome Help
10 / the response was quick and easy to understand.
10 / We were able to solve the problem quickly.
10 / Your team is very friendly, quick to respond and never makes one feel inadequate.
10 / Great customer service!
10 / As always, AppFolio responded to my request in a very timely manner. It was a pleasure working with Rachel.
10 / Fantastic support. love the phone call
10 / I am very happy with AppFolio Support team.
10 / Quick response to support request submitted online, able to resolve issue within minutes, patience working with first time AppFolio user
10 / Quick response time, knowledge of system and able to answer questions/resolve issue quickly
10 / Friendly support. Simple walk thru on problems.
10 / Kenna was very helpful and courteous..