I don’t think that’s fair. Sure, he’s not a pollster or statistician. But he has fought important battles for consumer rights (PPI is the most famous one) and supports people struggling with debt.
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“lying”? I think you need to Google “statistical significance”.
Your wallet must look like a pokedex!
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My experience with Barclays is that everything is fine until things go wrong, then they’re an absolute nightmare. I’ve had an account for decades and only had a handful of times I’ve needed to contact them and the frontline support is generally OK/good, but there’s been a couple of times when I’ve had to raise a complaint and they have filed incorrect markers (following identity theft) and they are terrible.
In contrast, I’ve found Nationwide to be mediocre/OK when I’ve had to contact them in general, with the odd extremely bad experience. However, their complaints team has been fantastic whenever I have had to contact them.
Neither situations are really ideal, and I tend to vary between the two as my main ‘long-standing’/high street bank accounts as I don’t particularly rate any of the other high street banks.
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Do you do realise that they have calculated an average for each bank? You also realise that Monzo has a significantly less amount of customers than most banks also?
I don’t really care if he’s completely ignorant of basic stats. He’s putting information with a poor foundation out there, and using his significant public platform to do it. It’s bad.
If your sample size is too small then you can’t infer anything about the general case. His sample size is too small.
Nothing?
We should approach such surveys with caution, sure, but let’s not disregard it completely.
These kind of surveys should be viewed in the context of other results, and other sources of customer feedback, such as this forum.
Personally, I’m not surprised that monzo’s rating has dropped. This forum documents quite a few poor experiences.
Could the survey have been pushed in one of the anti monzo Facebook groups? Yes, maybe. But ask yourself why these groups exist in the first place.
As for sample size… are there any larger surveys out there?
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You can take whatever you want from this survey. It’s not statistically representative of Monzo’s customer base because it’s self selecting (it would need to replicate the demographic of the user base) and too small (would need 1,000 people). But it does show that a bunch of people are unhappy enough at Monzo to vote in an online survey, just as some people in this thread are unhappy. No more, no less.
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Bit early for the Ad Hominem eh? This is just simple statistics. Please do read up on it. The survey is meaningless.
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I’ve had one dealing with support. Nike charged me and then did another charge on dispatch and didn’t link them together. I’d seen a thread on here about it so I knew what had happened so I went to chat to ask that the pending one be removed.
I think it took about 4 or 5 hours for them to reply, they stated how long the wait would be at the start and they were within the time-frame. Someone came back to me and solved it all with no further input from me needed.
It wasn’t a lot of money but I could have coped without it for a another week or whatever and as I knew what was happening, there wasn’t a panic.
But what if that was my last £50? Or I needed that to buy fuel/food right now? Or any other reason why people need their own money right away. I realise in this scenario it isn’t Monzos fault but hours and hours delay isn’t great.
Maybe I got pushed down a “This isn’t vital” flow and that’s probably the right way but for lots of people in a pinch, you want help. Not hours and hours of delays.
I’m a big Monzo fan, the app, the features etc. Top notch. But customer service is poor.
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It seems to be a really odd set of data, as others have said (ie not a normal distribution), but I do think there could be truth to it…
I’ve read on this forum loads of people saying the customer service has gone downhill and is terrible.
But my own experience over the years (latest being in early March when I dropped my wallet and someone used my card before I realised) is that the Monzo service is amazing.
Never had an issue and always helped.
Can’t say that for all banks…a certain large building society are currently giving me the run around on a direct debit issue on credit card which is hugely annoying! Have to go back and forth on secure messages once every two days using a thousand secret numbers, codes, and text messages every time I have to log in to read one. 
Guess I’ve been lucky with Monzo so far and others unlucky. Shouldn’t really be such a lottery though. Hopefully they improve in future.
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On the app and innovation, Monzo scores top for me.
On customer service, First Direct beat them hands down (although I’d still say Monzo is second - but that’s mainly because of how awful the other banks are).
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I love reading the posts by this community, but a lot of people here forget that they are only a small percentage of the overall userbase. We are all powerusers and if we get any issues, we are happy to try and solve them using the forums. Same goes with any feedback. Most of us advocate for Monzo, a lot of us have invested money and wish them all the best.
But this is only a small percentage of actual customers. My mother was furloghed and she really struggled to request the payment holiday. She was frustrated with the lack of form and the fact she had to send the proof. The brick-and-mortar bank on the other hand sent her a text message and email advising that they’re not going to charge any interest on her overdraft (which wasn’t even used!) and it was applied automatically.
People expect good service for the best value. Monzo isn’t provinding either, customer service is shocking and there is no USP that would sell the product to non-enthusiasts.
A ot of people here also don’t have a perspective on how much other banks have caught up. A lot of banks now offer gambling blocks, live chat, chatbot, instant notifications, card freezes, budgeting tools, fancy cards. I’ve recently applied for the new Halifax account to get £100 switch bonus and I was surprised how good their onboarding was. I can also call them in the app, this bypasses the verification and someone answers in 10 secons greeting me by my name on a free account.
Monzo needs to get back to their 2017/2018 innovation and customer service to please the wider market. Monzo Plus is a good start, but there is no longer any benefit for Mr and Mrs Smith to switch to Monzo.
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Not all of us, to be fair. 
Other than that, I’m in agreement with what you say. 
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Agree with almost everything you said. And WE are a self selecting community.
But the Halifax thing: I’m also a Halifax customer. Good luck trying to get a problem resolved. A couple of weeks ago I spent three hours on hold - then realised they put me through to the wrong department. They also misrepresented my credit card dispute (so it failed and had to get resubmitted). A LOT to complain about with Halifax.
However, I do like how they refund disputed transactions immediately (whereas Monzo wait until the dispute is resolved). This was very important for me, since I’m disputing a £1,000 transaction.
Point being: there are good and bad things about most banks, which is why I have multiple accounts.
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Same here. The “Halifax is just as good” thing is totally and utterly bogus. They’ve re-skinned old, broken technology, and it very apparent.
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Agreed, and that’s also reflected in various surveys. I wasn’t praising the service (which was mediocre comparing to other banks), but how easy it was to get through to a human being who was willing to at least understand my query. I didn’t have to ‘hack’ the knowledgebase system to see the live chat which isn’t really a live chat, but more like a re-skinned email system.
100% - ignoring how good or bad Monzo is, both Monzo and MasterCard experienced outages in the past and they will certainly experience more in the future. It should be a good practice to have a second bank account and a second card just in case if things go wrong.
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I feel like a lot of the issues that people bring up about Monzo have been mentioned numerous times at this point and just not actioned(or actioned wrongly or even poorly)
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I still don’t understand this view. Could someone explain why you feel chat is harder to access please? I keep seeing it mentioned…
… Yet I can access chat pretty easily.