After completing the new Monzo Plus survey I was left with a worrying feeling that the new vision for Plus may include the possibility of putting certain āstandardā features behind a pay wall.
Monzo Plus should be about paying for extra services/ benefits like insurance or cash back and rewards
It should not be an excuse to pay for standard software features like budgeting and financial management (eg credit card integration) or premium customer support.
Creating a new vision for Monzo Plus that includes a
āCustomisable Appā would be an absolute disgrace. These are software features that a branchless bank should be offering as standard and any thought of making people pay for them should be quashed immediately.
Go back to the original vision for Monzo Plus and put more effort into the customer journey. It was an excellent idea with poor followthrough.
The standard entry cost shouldnāt be more than Ā£1 a month for a coloured card, custom username and interest on your balance. Then add insurance, cash back and rewards as individually priced add ons so people can customise their account. Focus on getting 5/6 of these add ons ready for launch to give people choice and variety. Launching with 1 option massively limits your potential customer base - itās no wonder you had such little uptake.
Hey Tom, thanks for your reply. I still feel that I have to politely agree to disagree about this approach.
I think this is very subjective and will still mean that certain comments will be left unaddressed and forgotten in locked threads. I think it is important to see the bigger picture by allowing the thread to stay open for longer, and to keep the conversation all in one place.
I donāt get all the fuss about people being annoyed about paying for premium support. Itās certainly something I appreciate, albeit a small thing, about FlexPlus
@tomdavies, please take a look at the legacy issues thread. Many people including myself have asked for a response on some things which are just being ignored right now.
So for now, and a little reluctantly Iāve requested via chat to cancel plus. Hoping a refreshed offer appears soon because I like the idea of my bank offering new/different ways to make my life simpler and even if itās not fully integrated having a reminder of the products Iāve purchased in my banking app is useful for me.
And despite it being the most liked comment in this thread, my post which raises concerns that Plus could steal long-desired features away from the main app, and through doing so violate the Monzo Mission, goes similarly unaddressed.
@tomdavies Would you mind giving thorough answers to the above, given that the community has, essentially, voted that these are the burning issues that need discussion?
Not sure what you expect to be answered. Theyāre taking feedback to design the new product. To me that doesnāt mean a back and forth discussion on all the ideas they throw out
None of the posts are about that. Theyāre each long and detailed and raise very urgent issues - as can be seen by the number of people who liked them.
All of the posts you linked to are peopleās views / opinions that donāt require a direct response in my view, as long as itās being read and taken into consideration when they make their decisions going forward.
Hi @duncang, thanks for flagging these. I totally agree that these are important questions, and deserve discussion.
Weāve committed to giving you updates every Thursday where weāll be replying to the main themes from your feedback, and telling you what weāve been working on. This week, product manager @richardcadman is giving the update.
Heāll give some more concrete examples on Thursday, for things like āpaywallingā features and how this ties into our mission of making money work for everyone. And behind-the-scenes itās all feeding into our daily discussions too, promise!
And honestly, weāll take some of the feedback in these threads as feedback rather than direction. So weāll read and digest it, but might not always reply to every point, unless thereās a specific point of confusion - like with the refund situation.
Thereāll also be things we learn from user research or decide to work on that arenāt the top requests from the forum each week. Everyone here is super savvy and a Monzo power user, but weāre also building something for our other 3m users too!
Lastly, we wonāt be replying to each and every comment, but itāll all feed into our overall approach and the weekly updates. Please keep that in mind as the expectation
There are 100ās of heated comments about this in the other topic, all sorts of accusations of discrimination and threats of FCA action. Then you come into this topic and staff are joking about card designs.
All that was needed is something like youāve said above to calm the whole situation down. If they have the time to come on here for some lighthearted comments, surely they can hop into the other one to leave a brief message too.
Thank you for the considered reply. Hopefully, yes, we can get more clarity on the paywalling. I do appreciate that staff canāt reply to each and every (or even most) messages. But my frustration was over how there had been quite a number of replies to users - but only to the easy and or supportive questions, not to the things that had been either proxy-voted for through likes, nor by bulk of messages raising the same point, which raised fundamental questions. The hard questions have to be asked and answered alongside the positive feedback, or else we just degenerate into an echo chamber.
Hello @Ordog. Not ignoring you, I sat with @cookywook to help write his reply above
Just to reiterate, Iām reading every response on here. An important part of product marketing is feeding customer insights into the product development process, so I know thereās plenty in here to think through.
Firstly, I appreciate I have taken this quote out of its intended context.
But you already did that twice, and failed twice. Perhaps put a little more weight into what people actually want for your third attempt. The research you did the previous two times didnāt work.
Dedicated FlexPlus number to call which (I assume) either bumps you in the queue or puts you through to a FlexPlus specific team. Never once been put on hold and made to wait. I rarely need to call but when I do I appreciate that I know I will always get through to someone straight away.
I noticed this too. I think Iām just going to refrain from getting involved with Plus related threads from now on. It feels like some of the most important feedback really isnāt being addressed at allā¦
