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 / Quick response
9 / I like it when you email instead of calling to resolve the problem because it doesn't distract from my work.
10 / Harrison continues to be a great support.
10 / I was assisted promptly. Then followed up with at least two more times afterwards to make sure that the problem i was having was fixed.
10 / Cassandra is professional, patient and knowledgeable. So helpful and nice. Puts in 110%.
I appreciate you Cassandra.
10 / excellent service
10 / Quick and easy to follow instructions.
1 / Several reasons...
Most importantly, I do NOT just want to be directed to written directions somewhere in the AF archives. I have questions.... several........ that require conversation! How can I rate your supposed help when all you've done is direct me to study for myself? Frustrating!
10 / Harrison was a great help and had found a number of issues to improve the accounting. He saw some glitches that he knew would cause problems down the line and should be adjusted. I look forward to his continued help in our reconciliation
8 / The advice worked, it just seemed like a illogical solution.
10 / Not only did Ashley help me fix my issues in the diagnostic section but she helped me to understand how to prevent the problems in the future.
10 / I worked w/another superstar today - Tyler - who was able to understand the issues related to the tenant ledger, see a path forward to correcting it and help me through a very complicated process to resolve the problem. I'm so impressed!
10 / Knowledgeable and found a problem I didn't know I had.
10 / always there for me with great patience and guidance!
10 / Austin is always really helpful.
10 / Like always after I hang up with your great support people I feel much better and can continue working. Thank you again very much.
9 / Perla provided me with a step by step in print. Very helpful reference!
10 / very nice and knows her job,took care of the problem
10 / HANDS ON AND HELPFUL
10 / Sean is terrific and provides great support.
10 / Fast turn around and just fixed it - didn't even need to ask me questions!
10 / Excellent service and knowledgeable professionals to help solve the problem.
10 / super easy fast help