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.
8 / Quick answers to questions
8 / Being in Hawaii it is very difficult to connect with service technicians.
10 / Problem was resolved
10 / I can not sing Sean's praises enough. Excellent troubleshooting, help and follow-up. Fantastic support. 10+++++++++
9 / Emily did a good job of not only telling me the steps to take, but emailing me the steps again so I could use the email as a reference. ( a score of 9 is high for me ).
8 / Love it. I would give a 10 for use but there are some reports and functions I would love to see in order to give a 10.
10 / Prompt answer to my question. Haley was also very knowledgeable and helpful.
10 / Easy set up walk thru instructions
10 / Torri was quick and effective with the support I needed, thank you.
10 / Helpful and supportive
10 / He was very prompt and answered all my questions
8 / it was fast
10 / ease of use
9 / Tamoor was very helpful.
10 / Superior service, follow through and handling.
10 / Chase was most friendly and equally helpful. Response time wasn't instantaneous, but that is understandable. Regardless, it was very fast.
10 / Great service. Thank you
10 / Prompt, professional, and friendly support. Lauren drew on a colleague's assistance and together they completely solved my issue and I learned something new in the process. Thanks much!
9 / With in 2 hrs of my request, everything had been updated. They even sent an email to let me know we were up and running.
10 / Prompt.
10 / Whenever a support request is sent we receive a quick response and answers exactly what we needed to know.
10 / Katie was great, thanks for all the help
10 / Super fast service!!