Monzo Plus – you asked us to make it simpler, so we’ve created bundles

UK Monzo Chat Monzo Plus
1219

This is one ascpect of it yes, but another point they made was agreeing to multiple sets of T&Cs for the likes of insurance being a bad user experience.

I can definitely imagine some customers thinking it would be great to create their own isnurance bundle by buying Travel, Phone and Pet insurance (and more) all at once.
Adding them all to their “basket” before checkout with would be the easy part (like adding custom toppings to a pizza).
But then imagine having to read a set of terms and conditions for each topping that was added, people would get fatigue going through all of the small print before being able to complete the order and would simply give up. It would be easier just to buy a ready made pizza.

Not saying this couldn’t be made simpler but I can absolutely see it being a bottleneck in a modular approch. In the end as a business they have had to make a comercial decision. I’m okay with them initially offering pizzas (bundles) from a set menu, but I do have my fingers crossed for customisation down the line.

1220

They’re certainly not a startup company but have retained the mentality of one - chopping and changing things with seemingly very little serious thought.

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1221

Any concrete date as to when we’re going to be given the option to switch bundles?

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1222

Agreed :slight_smile:

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1223

Step backwards and very confusing. No way am i going for the traveller plus at that price and the loss of interest on balances is disappointing to see. Soon as my current monzo plus term has ended. I will revert back to a standard account. Big thumbs down from me.

1224

I agree with the “cuddly feely” part , kind of embarrassing. Monzo has a good product but its not world changing. Its getting more and more confusing though with all these adds on. I will never go to monzo totally. Something to be said for the stability of a high street bank. Without all these gimmicky changes.

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1225

So this forum will become unsustainable as the customer base continues to grow, but also an echo chamber

Glad we cleared that one up

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1226

My point around Echo Chambers was a number of members creating posts with voices that ultimately go no where as no one from Monzo would be there to read and potentially action them

1227

Do not wholly disagree with that, but closing the forum instead of addressing that some way horrifies me personally

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1228

This is a terrible change since it’s actually made it a whole lot more complicated. What if I want parts of each 3 of the plan? That’s not even possible and would incurr a huge monthly cost.

1229

Not really an echo chamber then, just a hole we all shout in. :sweat_smile:

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1230

This is the best way of handling it. I can’t believe that Monzo has gone from £3/mo that certainly wasn’t worth it to £25+ which definitely isn’t worth it.

The only way I might consider paying over £10/mo for monzo is for a nice metal card and This new offering only gives me the possibility of owning a metal card (winning) not actually getting it. :scream:

Back to the drawing board monzo.

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1231

Let’s just go with that

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1232

Then it’s not for you (or me). Stay away from it, or go somewhere with a better offer.

1233

We absolutely are not closing the forum. It’s an invaluable resource, and I absolutely don’t think this particular situation around Plus is either representative of our high levels of customer engagement overall - look at the huge levels of engagement with Bruno around the new navigation, or with myself, Jarno, Paul and others who have been providing updates on Bill Pots and Get Paid Early. Bill Pots, as a reminder, was prioritized due to the overwhelming demand here. These are things that literally would not exist or be as good as they are without this place.

Secondly, it is quite possible that all of the feedback here around new Plus is accurate of how the wider customer base feels. We just don’t know yet. If that hypothetically ends up being the case then in that situation the community would literally have guided us through and pointed us towards a better path.

For anyone that wasn’t at Investival, this is literally what Tristan’s talk was about. You probably noted from his posts here that he’s a strong believer in learning by what we get wrong just as much as what we get right.

We expect you to tell us when something isn’t working or doesn’t suit you. Even when it’s hard for us to hear. The forum isn’t just for digital high-fives when you dig what we’re doing. It should be, and is, a reminder that we are making money work for everyone.

What I do expect - and this is important to remember for both staff and customers - is that we all bear in mind that the forum is one source of feedback and by it’s very nature it’s geared towards power users and passionate users who know a little more than the average person.

The climate also changes here - regularly. As we scale up in the US, we’ll get a lot of early US adopters here. In fact, the amount of US folks already active on here is hugely proportionally high compares to our US customer figures overall, which proves my point. That will continue throughout the early adopter phase just as it did in the UK, and then perhaps other countries will follow down the line. All of that changes the atmosphere.

I won’t lie - There has been frustration amongst people who’ve worked very hard on something only for the feedback to be negative. That’s only human. But the silver lining for me, is that internally I’ve seen a lot of communication around it and it all points in the same direction - “We should have communicated this better, let’s structure how we can engage more on the forum” from a lot of different folks. Which is music to my ears :headphones: because that’s what I truly believe in. We have endless examples. We have incredible COps, engineers, analysts, and more who were forum users first because they understood the power of it. I’ve had more headhunts and recruiters than you can even imagine from names you all know who are blown away by this place, regularly. Some of them have their own forums, some of them want them, some of them don’t. And as for other places that used to have a forum, if you don’t have transparency in your company DNA it will never work. We do, and that’s the key difference. As we’ve scaled, we have perhaps sometimes failed to communicate the importance to some teams. That’s on us, because really, we’re still a small team within what is now a much bigger company.

But I absolutely fail to see a single good reason for why we should put less focus on this place instead of more. And if you have one I’d love to hear it.

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1234

Many thanks for taking the time for sharing that information Simon.

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1235

image

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1236

Why any company would close a forum is beyond me. If I’d spent time on a forum for a company and it sad suddenly removed I’d leave that company. They clearly don’t care about customers if they do that.
Glad Monzo are keeping this place. You manage it well Simon. Always seem to be around to help.

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1237

At what point does the Monzo Scouts decide every Monzo Plus offering including the three new tiers has been a bad idea.

I went for “The Supporter” and it does exactly what it says on the tin. Every part of the offering is rubbish. I’m only paying this because I want to see Monzo succeed but after 6 months that’s it. If Monzo hasn’t got its act together I will be downgrading.

You can’t polish this Monzo Plus turd, but your sure rolling it around in glitter by making these new tiers.

1238

If it’s that bad why did you sign up?

I get you want to support Monzo but seriously people buying the product just to support Monzo is the exact reason they get these things wrong as they believe people actually want them.

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