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 / Very helpful!
10 / Perfect solution! Thank you Emily!
10 / The young lady that helped me today was great - much better experience than the last time I called!
10 / Great response time. Accurate info.
5 / Although Katelyn was polite like all of them are, I felt very disappointed in her not spending enough time to resolve our issues. I reconciled approximately 89 owners 1099's for 2014 and found that we had some GL accts set up wrong. We found the inaccuracies by using the owner's statement, the cash flow report and the general ledger in comparison to the 1099's. There were 3 we could not reconcile. Katelyn said it would take too much time for her to try and reconcile them with me and that I would need to trust the cash flow report because that is where the dollar amount for the 1099 comes from. The problem is that this report is only as accurate as the set up is in coding our GL's and had I not done this reconciliation 2/3 of our 1099's would have been wrong. I told her I needed to have answers for these 3 owners should they call and question their 1099's. She said to tell them to look at the cash flow report and that she was already late calling another client so she would have to hang up.
10 / Chase was very helpful
10 / Excellent help with understand 1099 verses 12 mo reports
Katie help was extra good because she researched a few issues for me on something I could not see myself
10 / Our team of customer support representatives are both efficient and if they do not know the answer they seek out the answer. They are involved in going above and beyond to help us understand how we need to use the system to help our proficiency of the system.
10 / Quick response
10 / Awesome representative!!
6 / I find that the staff tends to anticipate your questions or the answers before really listening to the issue at hand. Many times a "script" is repeated many times before someone hears the actual question. Sometimes we are just speaking a different language with definitions and rather than making sure they understand what you are trying to achieve they repeat the "script" again.
Sometimes it is user lack of knowledge and I understand that. However, I would suggest that your people get clear about someone is asking and be more inquisitive about understandings of definitions. There are many different names of forms and functions in property management outside of the AppFolio names.
The other problem I had was not getting calls returned after 5 calls...only two were to the same person, the others to ask them to ask Julia to call me back. She made several assumptions about what I was calling about plus assumed that since I had left a message for our main new transition support person, that I did not need to talk with her. A quick email or phone call would have been helpful even if she wanted to re-direct me. Emily had found out the answer to one of my questions that she had deferred to Julia, but she did not let me know this.
10 / Customer Service, it has really improved through the years. Thank you for the continued amazing customer service support!!
10 / I am not in accounting and have no experience in accounting but am trying to help resolve some of the issues that came up after we implemented. Chad is very patient with me and speaks in basic language that even non-accounting people can follow. :)
10 / Chad is awesome. He is patient and seems to know everything!
10 / Issue addressed promptly.
10 / Great assistance as always :-)
10 / Helpful
10 / Ver4y Helpful and remedied the situation
9 / support was good, but information should be update in appfolio support to coincide with what is happening in real time.
10 / Easily explains the answers to your questions.
10 / Always explain the answer so you can understand.
10 / Helpful