I wouldnāt be livid with a cappuccino claim code on my birthday.
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It would be a nice surprise kinda thing. A little gesture goes a long way imo
Even just a card in the mail would make me feel a loyal customer
I do research feedback for EE and one of the things that keeps cropping up is how would i feel getting a birthday gift in the post on birthdays. With questions like would that make me recommend EE and how would i likely stay with EE after my contract ends. Itās only feedback from customers but it does make you think
It wouldnāt be a gesture though, would it? Who is ultimately paying for it? Youā¦
Nobody at Monzo is going to know/care itās your birthday; it would be automated.
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The main problem I have with this so called āfresh startā is that it already seems doomed from the outset. 
Based on this statement, and the biased way in which the survey was presented, I can only come to the conclusion that:
- You have already decided what your vision is for Monzo Plus - a recurring subscription / package / bundle
- You are trying again to harvest research that backs up this vision
- In a few months we will end up with slightly different bundles under another name
Please listen to what others have already said. Creating a new thread and burying the old feedback by rebranding Plus as something else will not yield any better results in the long run. 
And when presenting surveys, please donāt phrase them in such a biased way. From memory I recall that all of the Plus surveys so far have been guilty of the following:
- Asking us to rank/highlight features from a set menu in order of how much we loved them
- Gave no option to say that we thought any/all of the features were actually a waste of time
- Always began with the premise that we want to pay for some kind of bundle/package and gave no clear alternative approach
I appreciate that the new team have a difficult task of picking up from where things left off, but please donāt waste time retreading paths that we have already been down. 
On a side note, Iāve finally decided to cancel my early bird Plus, more out of principle than anything else. Fool me onceā¦
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Good point, I donāt mind paying for quality, integrated products whether they be insurance, advice etc. Itās this āhave a bag of 
for a tenner and hereās a stickerā mentality that must (hopefully has) changed.
Madness that you can raise that today and get a reply, refund and it sorted in less than 24 hours; yet I messaged earlier to get an update on the complaint I raised on the 29th August, they passed me to the customer advocacy team to check and they told me Iād receive a response by the end of October 
Letās just say that my complaint will be growing due to the way Iāve been handled throughout this whole process, really disappointed in Monzo.
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A metal card for all users prior to today. Cheaper plus when reinstated?
I think āhow to create surveys to backup your visionā is something which is taught on Monzo induction days. They have done it over and over and over - not just with Monzo plus either.
I make surveys with surveymonkey and it warns you about biased questions.
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Glad Iām not alone in thinking the survey was poor, interesting how these things can backfire, from a (presumably) genuine desire to improve a product to making me think āwho the hell are these people?ā Certainly feels like āmonzo selectā with updated stickers is on the horizon 
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I canāt complete the survey. Trying to do it on my iPad (iOS 13.1), but after clicking the āother (please specify)ā option on one of the questions, it doesnāt allow me to actually type into the text box, itās just greyed out.
Well said Rob
Iām liking this.
Admitting defeat and looking to fix it. Just the way every company should operate. Looking forward for what Monzo have in store. Keep it up guys youāre doing gods work.
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You know the more I read this thread the more I wonder why Iām a Monzo customer at all, never mind a plus subscriber.
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Good to see that you are trying something else and be open about it. Looking forward to seeing what comes from this.
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I enjoyed reading Tomās post. I think heās really thought it through and is doing the right thing.
It was clear the old team werenāt the best for getting this product out the door and fresh faces will (hopefully) get it out of the door correctly.
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@Webby53096, could you please clarify what you mean by support? A lot of the time, when customers need to call support, itās because something isnāt working, they havenāt figured out how to use a feature or a feature isnāt available - or because of fraud related issues.
In an ideal world, nobody should ever need to call support - so offering priority access to support would be an admission that the app is substandard - and potentially an excuse not to fix it (because if nobody then needs support, having priority access to it would no longer be a benefit). Everything should just work, and the customer experience should be so seamless that every feature is easily discoverable and used by the customer.
Iāve only had to get in touch with support a handful of times:
-
Tried to make a large payment, and needed a higher limit. This was at first a rough process, but much better now - though still not perfect by far
-
A dispute after an online retailer failed to deliver the goods
-
A technical issue, whereby I was being repeatedly logged out, and wasnāt receiving the login emails (part of which turned out to be an issue with my email provider)
Iām sure there are a number of other reasons why someone might need support, but does it really make sense to put a price wall around good access? And if everyone sighs up to Plus, how does everyone get priority?
For me, Plus shouldnāt be about support or app features. Someone suggested Dark Mode should be premium. If so, how should Monzo then react when Starling, Revolut and Lloyds all offered it as standard. Again, if Monzo are building an app feature, it makes sense for everyone to be able to use it.
Plus should only be about add-ons that weād normally pay for elsewhere (such as insurance products), but for which Monzo can get large economies of scale and pass on some of that economy.
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Please make sure to inform your Cops about changes like this @tomdavies
I am talking to them now to get some questions about plus answered and I am getting no concrete answer. Having spoken to one of your colleagues on the phone he has tried his best to help and letās see what happens with the next reply I get. Nevertheless, whenever I have had to ask any question about Plus I am being pushed around between specialists who donāt know the answer and just send me a generic reply + reassign me to someone else.
I hope youāre not thinking of the emergency cash feature that Monzo tried in the previous bundles which charged you 5% of the sum transferred in addition to the monthly feeā¦ for a service other banks offer for free as standard (and not behind a premium offering)