Oh, okay… if you think we’re wrong then I guess the matter is settled
My point was, Monzo Plus has never received a particularly warm reception, and now the feedback is worse than ever. Ultimately @anon91821566 is responsible for Monzo and as a responsible, engaging and feedback-driven CEO we would have expected him to drop in; even if to say “this is on my radar guys”.
You can’t deny there’s a trend of negative feedback here, if Monzo can relaunch part of a product based on the opinions of 5 people - then the 200 mad people here is 40 times as many… illogical to prioritise the minority.
Personally not really expecting Tom to reply in these much anymore.
There are a lot more people outside the forum space who are on plus who don’t interact here - from some of the responses in the event last night, there were people who were more positive about it than here. So I feel like the forum is the minority compared to the other Plus-Customers that Monzo have.
Yea sure there are negative feedback here they’ve said that they’re monitoring it and have been interacting with people here.
I get people are annoyed but they’re giving an option cancel and get out of a contract (which is fair enough if you do as its different to what it initially was) - but I also think that people need to play it both ways and see that it is a product that is going to change as it’s a new product.
Well @anon91821566 did respond surrounding the backlash around cash deposits and the fee that goes with it, so it wouldn’t have been a surprise if he responded to this.
Fair enough - just don’t feel the need for a CEO to comment on this as there are other parts of the team within Plus who do. But sure it’ll be a nice bonus to have Tom’s say
Just so you’re aware, Jonas is the Co-founder of Monzo and has been working on Plus and provided a lot of the updates.
So realistically Tom to step in on a Jonas product, really?
Where have I denied there’s a trend of negative feedback? Look at my history, I’m probably up there with the most vocal Plus critics and rightly so, it’s rubbish, I won’t however let it drop into hysteria, calling for heads to roll (not you others) and demanding a response from Tom.
200 highly-engaged Monzo users disappointed wouldn’t even be brought up in a team leaders meeting.
Why not? He is the CEO with day-to-day responsibility. Just because a director, co-founder, shareholder, etc, or whatever, works on a project that doesn’t mean squat if the project has the potential to affect the bottom line and PR, which is what a Monzo employee has already referred to as being a major factor in their monitoring going forwards.
Figure of speech; and not sure it’s up to you to let or not let something happen. If people want to hear from @anon91821566 then they can make it known. I already said keep it respectful, heads shouldn’t be rolling.
Not sure this is particularly helpful to the narrative, the views of 5 people furnished a product change. Yet the views of 200~ people don’t even warrant bringing up in a Team Leaders meeting?
Has he? Havent heard from him in several months on the matter and to be honest i wouldnt expect him to hop in now with a statement
I think last night was the last hurdle to get over to steamroll this new “easier” bundles approach.
Bundles are were the money is for banks… grouping things together means more potential profit for the bank… if they really cared id have loved to seen a poll drawn up and shared on the detils within the bundles and what % of people really want all elements, my guess is its very low.
At this point i think they just want to directly compete with other package accounts and get it out there generating money. Personally I do too, the quicker these crap bundles start generating some sort of money the better so they can move on to proper features again and try to forget how bad a cockup this all was.
EDIT: I loved the question about did they honestly believe it was a complexity issue of modular plus or of the ui not showing the best flow, because that was also my feeling.
To say this new flow would be too complex i think was a massive cop out, take any websites shopping cart for an example. Looking at multiple products in detail and adding them to a shopping cart… running total. That is everyday procedure when shopping online, if there was a will to make it work there was a way
@nathanthomson8 I’m quoting you because I wanted to add to a couple of points you made, not because I disagree with you
Continuing with bundles is an admission of failure of what they set out to produce, in order to chase the money for sure (which is fine). It just feels like there is no strategy - everything is ‘soon’ and they don’t even know what packages to make. Let’s remember that Monzo said that bundles are bad value so they wanted to build something better. And they are now offering bad value bundles.
This was an absolute cop out, but also an insult to Monzo’s engineers and designers. They have GOOD people in the teams - to blame a failure on them is awful. They can only build and design what they are told to build and design.
So here’s where I think I am with Monzo Plus, a summary if you will;
TL;DR As monzo grows, I think it’s reasonable to expect a reduction in direct engagement with their product & leadership teams, so long as we get updates via blog posts on a more regular basis.
I was, and could be again a plustomer. It was their lack of communication to me as an early adopter that drove my successful request for full cancellation and refund. I think that’s a key point, the communication is the let down here, not the move to pots.
As an agile product owner, I work in roadmaps and backlogs. So I get their world. But the lesson for monzo here is now you are not a challenger bank you need to consider how you scale trial. In the begininning, open betas for many worked. Now, as you reach the customer base that you have, perhaps this isn’t the right approach.
My personal take on Monzo currently is this;
They are not an Early doors challenger bank anymore, so I’m ok with not having direct involvement on the forum from the top. However, a blog post from the top around what happened with Monzo plus would be a nice touch.
I’m ok with the fact that as Monzo grows, the connection they had with the community will wane, and as an investor I’ll move from a someone who has an active involvement in the future of monzo, how the app looks etc to a Informed member.
I, now, think it’s unreasonable to keep expecting Monzo to engage with the customer base in the way they did, and should instead focus on items such as card QC with smaller focus groups, providing the base for further communication.
If TSB is a ‘challenger’ bank then I think Monzo is certainly one too. They’ve got significantly less market share. If it’s not one of the ‘big’ banks, it’s a challenger.
I think it’s probably time for Monzo to do a Starling and close the forum. It’s a different business to when I joined it as Mondo pre-paid and getting involved in the migration to current accounts.
Back then they were in the few tens of thousands of customers. There was proper engagement and I do believe that the community contributed to their success.
They’ve scaled the business to almost three million customers and that’s a fantastic achievement. I don’t think the forum is sustainable or, if it is, I don’t think it is relevant to Monzo product direction. (As I believe Monzo Plus has proved)
This is my personal view. I don’t expect people to agree with it. As per my other posts, I’ve set out to be reasonable and polite.
I’ve also noticed that someone is flagging my (relevant) posts presumably because I’m not one to be suckered into the cuddly, feely, Monzo is your friend type approach. All but one of my posts has since been restored by staff and the one remaining contains nothing controversial.
) I just wondered if there was a new label to be giving out to banks 
