Great feedback @Danny! Thanks for sharing.
We requested feedback from users that have interacted with the “Help” section of the app within the past 24 hours. This may or may not mean you have actually talked to us via the in-app chat as you might have found the answer in the FAQ. We are actually running a test on the Help screen and we are using the survey to understand what the impact on customer satisfaction it has.
However, it’s clear that in this case we have “failed” with our intentions as the copy in the survey wasn’t sufficiently clear.
The current copy is:
You recently visited the Help section of the Monzo app.
How would you rate the experience getting help?
Do you have any suggestions as to how we could make it clearer that we are not asking exclusively about the customer support experience? Thanks for the feedback!