There was a turning point, not just to do with Plus, but in general, where the vibe I got was that as many staff talking to customers as much as possible went from being actively encouraged to being seen as a risk of some kind. Radical transparency, which had been a core tenet, and something I very much believe in, felt like it was being left behind.
It was weird to me, because at the same time there were very obvious wins that we had continued to get by doing just that - Bruno’s engagement around the app redesign as one example, the team that built Bills Pots actively used many comments on here to show the demand for it. But I think perhaps the failure of the initial Plus launch and the Watchdog thing contributed to it.
I’m not bitter about it - it’s what helped me come to the realisation that I myself had gone from being considered a great example of the culture to no longer being representative of it in what I personally believed in, and I wouldn’t be anywhere near as happy as I am right now if I had stayed any longer. And that’s totally fine, because cultures change, people change and times change.
But I think what you’re seeing now with the amount of people leaving, and more specifically the specific people who have chosen to leave recently, is indicative of a cultural shift, and it’s probably going to be jarring for most people here who have been here a long time and who aligned with the way the company used to be.
That seems to me to be the crux of this entire thread. Monzo changed, and maybe it had to change to survive. New customers sign up every day and the culture that exists now will draw them in.
So the answer is simply to adjust one’s expectations. There’s still great people at the company doing amazing things. And as a user I still find the overall experience preferable to other banks.
But Monzo isn’t a startup anymore, and the more we expect it to act like one, as it used to, the more likely we are as longtime customers to be disappointed when that doesn’t happen.
I think Plus is a great product, and I’ve been happy to have been using it since January. Is it in line with all the things we said and did in 2015, 2016, 2017? Perhaps it isn’t, but that’s the reality and the cost of doing business when you’ve gone from an unknown player to millions of users and frequent media attention.