Great to see you again! So, this is a topic that we are well aware of.
It’s certainly not the best. Queue times have gone up, and it’s something we are actively working on everyday, not only as COps, but engineers, product designers and basically the whole of Monzo.
We try to establish ourselves as a company with great customer service, and we don’t want to lose that.
One good example, is we’ve taken a look at how we escalate to specialists, and revamped that process to allow for a smoother experience for customers. It’s certainly made COps jobs easier, but there is still room for improvement.
In terms of what’s caused it, I think as the brand continued to grow, we took a lot of new customers on. Monzo is pretty now universally recognised around the UK, to the point where we are now considered a ‘main bank’. I think with that, we didn’t estimate exactly how big we’d grow. So with that, we’ve had to take a step back, and look at ways to improve and adapt. It’s a slow process, but I think we are getting there