Monzo scores lowest in MSE survey - what's gone wrong?

[MatJarosz]

Not a test, but staged rollout:

Support chat disappeared from app

I’ve moved this, because it’s not a bug. We are experimenting with the chat buttons being a little less obvious.

Complaint stolen card

This is not an A/B test, we’re just rolling it out slowly because this is a large change. We are moving from chat to self-serve for the majority of cases (some will always require you to talk to a human because the case is too complex for a form), not testing the two at once. At the scale Monzo is now, if we turned anything on to 100% of users at once and it caused errors, we would risk causing large scale impact and support overload. As a result, we tend to start with a small launch and incre…