I think Supoort was the wrong word for me to use. But as I said above something potentially similar to what Amex do with their platinum cards etc could be an option when monzo get their normal chat in order. What that could be could be a concierge of sorts.
Again just a thought - I agree the support side of a banking app should be kept free for all, incorrect wording from when I typed my initial comparison, so I do agree that support support should be free for all.
To paraphrase what I put in the comments at the end of the survey (which Iāve completed).
I think Monzo need to be careful here, if they are standing as the bank that will help people manage their money better, then donāt hide THOSE features behind a paywall. As has been pointed out, the survey was already skewed before anyone answered any questions.
Equally, as others have said, I think the first steps for a new Plus would be better aimed at little bonuses or things that are nice to get, or really good deals on travel insurance would be the benefits of Plus accounts which, yes, means Monzo would be stepping close to what the Big Banks do but thereās a reason for that.
And stop faffing with metal cards and what not. The majority of users donāt care (the majority of forum users donāt care!).
Bonus thought: Stop working on Plus for now. Get the budgetting, saving, core apps features working then come back to Plus. You donāt need to iterate on everything all at once.
And yes, Iāll be cancelling my Plus today.
Seconded. One of my suggestions in the survey was to have a good solid ābasicā app, and allow people who want more advanced YNAB style budgeting to pay for āadvancedā (I think Microsoft Money used to take this approach with more features hidden behind an āadvancedā button or something).
It would mean refocussing Monzo on budgeting more than it is at the moment but in the long run I think itās a more compelling offer to push Monzo away from big bank thinking.
My question for all those of us that are still on the old one as in Ā£6 a month with just the interest and then those that are on the bundles onesā¦
I know you say you can cancel these but if you donāt how does that work going forward? Discount rates until you go live? Or do we just migrate to the new version etc.
As my frustrations I have stuck with you and continued to pay Ā£6 a month just for the card and interest but I have believed something would happen and therefore not cancelled yet.
Some might think I have been a fool, but I believe in this bank but donāt want to be wasting money if things are not going to happen yet @tomdavies
The more I think about this, the more I think you have been handed a poisoned chalice. You will NOT make Monzo Plus work at this point in time.
As a company, need to take more than a few steps back to regroup. By telling us you are working on a monthly subscription and sending out a biased survey, you have immediately failed. It will not work - period.
You can make Monzo Plus work, but not like this. Listen to your users for a change (at the moment you just pretend to). A biased survey is NOT listening to your users - donāt pretend that you are.
Says who?
Nearly all banks offer a premium service, including FinTechs such as Revolut, Curve, etc. and is it a core part of their income. Just like every bank out there Monzo has to make money in order for it to succeed and personally I believe if it is done right then a premium account is a great way of doing this.
I didnāt find the survey biased at all, it literally covers ALL basis which is required to understand what the customer base wants. If the survey only included insurance packages or reward offerings then it would be biased, surely?
I think people need to stop getting bogged down with whatās happened in the past, yes it was a massive fail the first time around, so what? Just like everything in life you live, you learn and you improve.
Just for clarity, I have been very vocal about the failure of Plus and have raised a complaint regarding how itās all been handled but do I think it could work if done right? Yes. Give the team a break.
How much would you pay per month for all of these features?
Myself, clearly.
It is too soon - it needs a few more months for the dust to settle for for them to regroup.
Others have explained why the survey is biased, no need to go over it again. They even use Survey Monkey which would have warned them the questions were biased before it was published!
That is kind of obvious.
Hi @tomdavies 
,
Can I quickly just ask (in a positive way).
Why are you asking all the same questions the previous team did? I understand that you want a clean slate but nobodys needs or wants have changed from the last time.
There are several topics full of information and ideas already, they also did countless surveys too. Can you not just use this data to start reevaluating how youāre going to provide a solution? To me it seems like the process is being dragged out unnecessarily.
Also. What would be your suggestion for existing Plus customers. Should we wait? or cancel and rejoin later? Would there be any implications in doing this?
Thank you in advance 
I agree with you, If done correctly Plus can most definitely be a success.
It may have been useful for Monzo to just put Plus on a shelf for a couple of months and recalibrate a little, also allowing the forum to cool off a bit. Then come back and look at what they can offer to make Monzo Plus right.
This! Nothing has changed!
Do we know when itāll be launching again? No.
The new team needs to ask the questions first then go away and figure out exactly what they are going to do, when they should launch etc. Whatās the point in waiting a few months before asking the same questions as they are now? Iām pretty sure the feedback would be no different.
They already asked them twice and ignored them. The replies arenāt going to be different.
Itās a completely different team; yes they could read back through old threads but thereās no harm in asking the question again via survey to easily see a report of responses. There is also 3 million customers out there who arenāt on this forum.
The community isnāt the be all and end all of Monzo and gathering customer feedback, Iām sure the smoke test they are completing will be sent to thousands of customers who have never heard of Plus. Okay, the forum feedback may remain the same but thereās plenty more voices out there that need to be heard.
FYI the last team sent out surveys too 
Asking completely different questions.
The surveys were pretty similar. The ātestā thingys they sent out were almost identical, whereby you had to sort various things by priority and importance.
At least Monzo are asking for feedback to help them improve, a lot of companies donāt bother and only rely on complaints made.
By asking for feedback, Monzo can like others companies that regularly ask for feedback can nip potential problems etc before them get too bad or add/improve things to keep them on top of the competition
I rather they continue to do this than not ask anything and presume everything to cosy etc
They were also only shown to 5 people which is the reason the last version failed dramatically.
All Iām trying to get at here is that the team need a break, the decision has been made that a premium account is the way forward and 11 people have been set the task to achieve it.
Theyāve come to the community first to inform us and get our opinions (which is exactly what everyone was screaming for the first time around) and all Iām seeing is āthis will not workā āyou might as well give up nowā, itās not constructive and quite frustrating for me to read as customer, let alone one of the team. 
Imagine if they just went silent for 3 months and came back with an offering that no one had seen or be asked about? Weād have the Bundles launch all over again.
I think a lot of companies would use external research agencies, using market insight data and somewhat anonymised.
Not saying that Monzo arenāt doing that - but I think most big companies would used standardised research methodologies about consumer insights