I’m generally shtum until someone else shares the details first and makes it public.
I’ve been really busy over the last week, so don’t even know if I received this survey! Certainly haven’t completed it.
As @qwango_uk already mentioned, I provide them with insight in the hope they act on it, or it at least helps inform decision making, and I feel it does. I’ve sometimes been contacted for further feedback, so they certainly listen (just like it does with Atom, which I’ll get onto shortly), which is more than I can say for Monzo on here the vast majority of the time. Flex is an exception, but even then it’s rare, and I don’t feel like they’re acting because of feedback here, but because of data elsewhere that just so happens to please us too.
Both Chase and Atom run a customer panel. Every bank will do this. And it’s a rather closed loop tight knit thing. You get to chat directly high level folks, engineers, designers, heck I’ve been part of a meeting with their CEO and chairwoman. Got to meet will.I.am as a result of it, and he’s lovely. What Chase an atom have tried to do, is provide their panel with a forum so continued discourse can take place between their members. This didn’t work for Atom so they eventually shut it down, but the panel still exists, at least with the initial bunch who weren’t onboarded as part of an expansion for the forum boards, if the latecomers are still apart of it, they’re no longer actively getting involved. HSBC have one as well, but I’ve only ever seen it mentioned once in these parts.
The engagement in the Flex thread doesn’t necessarily suggest they’re listening exactly, to me either. You mention openness but there isn’t really that until they announce something, but those always tie back to data and feedback elsewhere, namely users via the app.
Monzo also collect market research in the same way too, we just rarely hear about it (I had something recently about Flex that Monzo have mentioned nothing about in their open engagement with customers in their thread ) on here unless someone shares screenshots of the survey. Your reaction to those when they do happen is in contrast to your criticism of Chase doing it! I know it’s not a bias thing because you’re certainly and fairly critical of Monzo when they do deserve it, but it is a curious observation.
Others might just take part to be thrown into the monthly prize draw to net a free £250. It’s an easy addition for those who make a serious hobby out of comping.