Customer Support Quality & Response Times

[Gaoler]

I wonder if it’s still costing £8 a year per customer to provide CS

Turning off debit card top-ups for new users

Great update from @cookywook Some additional stats: We process about £1bn a year through card topups, overwhelmingly driven by users who’ve upgraded from the prepaid card and not switched to bank transfer yet. The cost of providing card topups to the average upgraded prepaid user is £12/year. Only about 50% of these users actually use card topups (the remainder rely on bank transfer), so the cost for the people who actively use card topups is around £24/year. Obviously, for the new users…

Edit: I’m sure I’ve seen more recent figures, but can’t find them