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 / Question answered right away, even though it was a holiday!
10 / A timely call and very precise instructions and help. Excellent support.
10 / Your support people are always so good and easy to work with.
/ Called me back on a Holiday
7 / The greatest challenge is Customer Support is not readily available.
10 / Very helpful and knowledgeable. Willing to take the time needed to explain everything thoroughly.
10 / Veronica provided good information and also followed up when I was not able to actually try to resolve my issue right away due to other projects I was pulled on to. Appreciate her patience and followthrough.
9 / It was important to me that I could speak with a single point of contact for the same issue in real time
10 / Thank you all so much!
10 / Great support! Thank you
10 / Christain was very patient in helping me understand the problem. He had me do some of the technical things that made me finally come on board. Thank you.
10 / Anna is amazing at her job and always answers my questions thoroughly and quickly.
10 / Service is always very good
10 / The best customer service and help, I appreciate you guys!
10 / Excellent service
8 / My first request to solve the issue wasn't addressed and i had to resubmit the request today. It was then taken care of immediatly and problem was solved.