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 / Great product, good support.
10 / Amber is an incredible help
10 / Kate was very patient ... and very helpful. She answered by question and walked me through the process to correct the error I had made. Thank you very much, Kate!!
10 / very helpful, patient and understanding.
10 / Appfolio support is always helpful and thorough. You make sure that we completely understand how to fix the issue.
10 / Staying in top of it!
9 / helpful
10 / Harrison is always wonderful.
10 / Quick friendly service.
9 / 10 does not leave room for improvement
0 / I am yet to receive a response to my query
10 / fast service, got straight to what I wanted done.
10 / Emily did not give up on helping me fix a big error I made - the backup support is so amazing it is really hard to believe all this support comes with our monthly fee!
Thanks again Emily for helping me!!!!!!!!!!!!!
10 / Prompt and concise reply
10 / Very detailed and knowledgeable! Sent guidelines that will help for future issues as well!
9 / Ashley Ward does a really good job at listening to the issue and helping to resolve it. She also follows up in a timely manner.
10 / fast helpful service
10 / Ehsan Shirohammadi is extremely professional and prompt in providing exceptional customer service. My questions are usually answered the same or next day and he is sure to walk me through every step. I would prefer to work with him on every issue that arises.
10 / Emily called when she had just a few spare minutes, which I REALLY appreciated, and she answered my question immediately!
10 / Quick and courteous response