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 / great service
10 / great service
7 / Sam was awesome. The word processing software for the lease is leaving a bit to be desired.
7 / Sam was awesome in working with us to do a renewal. However, the process is very awkward and cumbersome. Please work on improving the flow of this process as it is my hope that the majoring of our tenants renewal with us and want to have an easy method to so without having them create a new portal and lose all their rental history.
10 / absolutely outstanding service by Sean Kelly
10 / Fast resolution
10 / Breigh was Fantastic !!! she totally helped us get back on track.. She knew exactly what to do to fix our issues, I was ready to throw Appfolio away.....Thank You Breigh
9 / Patient
10 / Christain was a great help!
10 / Prompt customer support
10 / Jesse got back to me so quickly and answered my question without any confusion. I also did recently have Chad help me and they were both Rock stars each time. Kudos to you both:)
10 / Great service as always ....saved me again...so friendly and helpful.
9 / she determined what the issue was
10 / The support rep found a creative appfolio solution to our business process problem using appfolio
0 / This survey is based on the case following this one with Katelyn. Nothing against her personally, but the email exchanges with links to AppFolio Troubleshooting pages are of no help. We already looked at all of that. Then I called her direct line and left a message 24 hours ago and still have not heard from anyone.
8 / Still disappointed in the knowledge base of support staff...all know Appfolio basically but not business or property management for creative solutions.
10 / always follow up on your requests
10 / Great support
10 / Issue was handled much more easily than I thought it would be. Thank you Johnathan.
10 / Response was wonderful and so was the help.
10 / super fast! great support. Thanks Olivia!
8 / Support is good but I would never reccomend based on support alone. Appfolio is still lacking in features that are needed for my industry,
10 / quick response , kept me informed of progress and resolution.