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 / excellent follow-up, customer care, response, and support.
10 / Colin McCoy is the best support person we have ever worked with at Appfolio, He explains and gets you to understand and gets the job done.
10 / very good directions
9 / Support staff always helpful and patient
4 / Since you went public the service has degraded. I called Jessica Baumgardner and left a message to call back; she didn't.
Your service is relegated to emails with little or no human interaction. This is a consistent complaint with two other AppFolio customers.
10 / Support was very knowledgeable and helpful
10 / I requested Lauren walk through moving out a tenant with me and through that, I learned so much about management fees.
/ The problem has not been resolved yet.
10 / Also fast and very helpful
10 / We got my issues resolved and I can continue to pay other owners.....Yeah!
10 / Very quick to respond and helpful.
10 / prompt and pleasant service
10 / Awesome help.
10 / very pleased with the detail we get when we submit a help desk ticket
10 / Quick and accurate response.
10 / Quick and efficient response
10 / great support
10 / Sean, as usual, found a solution for us for a very difficult issue. His help has been invaluable as we've transitioned from Yardi to AppFolio, and we do so appreciate his being so readily available to us.
10 / Problem solved!
10 / Great service, Thanks!!
9 / The instructions this time were a little hard to follow and a little frustrating
10 / Kyler was excellent, fast & easy
10 / Harrison is quick at responding when help is needed.
10 / Answered our question quickly!