Monzo have never had 59% rates
Since launch the rates are 19%, 29% and 39%
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Or they open a bank account expecting an overdraft, but when told they can have an account but no overdraft, complain……
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The thing I find most interesting in the scores here is that, despite a bit of an outcry in the Forum, Monzo don’t seem to have suffered any customer perception from the changes that negatively impacted the Customer Service experience…
Selectively hiding the Chat button, slow response times, non-out of hours chat… I would have thought that stuff would have a knock on impact.
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It’s one of the reasons why the Survey is flawed. It’s asking how likely you are to recommend your bank, not what you think of the service provided… - which might actually be a better metric
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That’s an interesting distinction that probably highlights Monzo’s ability to garner a sense of pride in your bank even if in practice elements of the service are lacking.
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On the flip side, I have not had cause to contact the COps in months as everything has just been working
Even before then the issue was mainly when merchants cocked up
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(Well there were issues with the Google Drive export, now in the process of being resolved, but I did not rush off to badger the COps about it as I saw it mentioned by enough folk on the forum as having been reported. Point mainly still stands)
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Yeah same. I guess after all it is an overall service survey, and not “Customer Service” - though it would be interesting to split out.
When I was with first direct - who always used to be top of these reports - the Customer Service was unparalleled - like never had to wait in a queue to get anything fixed.
But I’d probably score them lower than Monzo on the overall “offering”.
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Also I went and trended the data (I’m coming after your job Theo…)
(not my best chart ever, not enough colours, potentially misleading Y axis, dates formatted as text…)
Not sure if this survey ran before 2018, but…
Basically First Direct has been broadly static since the survey started.
Metro has had a bit of a decline since Monzo/Starling entered the League.
Nationwide are a static high scorer too.
Tesco and RBS have always been bottom of the pack.
The rest all kind of mill around in the middle
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Happy cake day!
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Happy forumversary! 
3 years on here, wow. You’re either got armour-plated skin or are a closet-masochist 
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Thanks both. Other experiences suggest my skin is not armour-plated
Those were fairly heady days and it was a brief rough spot for both this forum and me as emigres from both Starling and their forum as cultures collided
I was just looked at the state of my finances both before and after shifting main time to Monzo just after then, seeing as I have some history in Trends from HSBC earlier that year, and they are so much more controlled now and merchant data makes such a big difference
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Made me look at my start date.
Fast approaching four years 
My how time flies when you’re having fun 
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In fact, we share the same forumversary.
Mind blown.
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What the odds on that? 
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I’ve never heard much about Metro Bank (mostly because there are no branches anywhere near me. I know you don’t need a branch to join, but about of people still like being near a branch) and I’ve always wondered what it does better compared with other physical branches?
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The big draw is 7 day opening and a more “fun” branch experience than traditional banks. Things like free lollies/sweets for kids, free dog biscuits and a bowl of water for dogs, specially commissioned artwork in the branch.
You don’t have to go into a branch to open an account now, although you did need to in the past.
They offer instant on-the-spot debit card printing and cheque book printing if you do open the account in a branch, or if you need a new card/chequebook for any reason.
Service is supposed to be better, too, with more of an American “service with a smile” kind of attitude.
Full disclosure: I have an account with them, opened online, but have not (yet) ever set foot in one of their branches.
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I do think Monzo, Starling, and First Direct all have a built-in advantage in this survey, although not sure I would say it’s related to marketing
They all probably have a high proportion of customers who have actively selected them for a very specific reason (the app in the case of Monzo & Starling, and phone support in the case of First Direct). Such customers are probably more likely to be enthusiastic recommenders than customers who just defaulted to their local bank.
Perhaps Metro Bank and Nationwide also benefit from this type of effect with sunday opening and building society being USPs within the list.
I think rating is hard to do with any confidence unless you have tried a wide range of banks. And most people haven’t.
The reason they went with ‘would you recommend’ is perhaps because anyone can provide a response to that based on their experience even if they’ve only ever used one bank.
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I agree with you on this completely, and was going to say something similar.
First Direct, especially, aren’t that amazing but always appear near or at the top due to this effect (if you ask me).
@N26throwaway’s comments about First Direct did make me laugh though, their customers are particularly effusive! Plus they do nearly always offer a switch bonus (opening an account with them when that is not running is like buying a sofa from DFS when there isn’t a sale on) so it sort-of is a pyramid scheme!
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