The second paragraph in the article states 93% viewed Monzoās customer service as great.
The table below it shows 94% 
But whatever, we need to find those 6% / 7% and have words 
4M milestone passed today and top of the MSE CS poll - fantastic stuff 
Donāt ruin the narrative of this forum with actual research. Monzoās customer service is awful.
I think it is great. I asked someone to escalate something and they gave me 15 quid. Not sustainable but hey who cares about that.
(I refused the ācompensationā).
Can you escalate something for me?
Monzo froze my gambling habit without warning and stole my reliance on high-interest borrowing. Now I can even feed my kids. Scam!!
Monzo refused to fund my Blanket habit. Unlike Starling.
Given voters can only vote on a single bank and itās meant to be your main bank, the sheer number of people providing votes for Monzo is impressive regardless of position in table. Suggests high usage amongst MSE readers.
More than votes provided for BoS, Halifax, RBS, and TSB.
Approaching the number of votes provided for Barclays, HSBC, and Lloydās.
This is fantastic to see, and I imagine itās the kind of thing that tips the scales for a lot of people to go #FullMonzo.
Things arenāt always perfect, and thereās always room for improvement, but thereās a lot of people working incredibly hard here, and itās incredibly gratifying when the external data reflects that.
Iām guessing the real one to shout about will be in August this year where Monzo and Starling get included for the first time. Knock First Direct and Metro down a peg
I remember them doing this ad the first time they won
Exciting! 
I also just convinced my significant other to switch his main account from First Direct to Monzo, so the part about FD being knocked off the top spot is quite satisfying. 
(Welcome to the cult, @CarlMorgan.)
I would strongly disagree with your statement about Monzos customer service, Iāve been with quite a few banks and Iām sorry but Monzo tops all for customer service.
I think I missed the bit where @jzw95 suggested that the poll invalidates personal opinions.
In my opinion, we should all recognise that we all have our own personal experiences. And that these are valid.
But aggregating experiences (through, for example, polls or market research) does reveal something important. If this picture conflicts with my personal experience it doesnāt make that invalid, just different to the aggregate.
Both can coexist harmoniously. Thereās no need, in my view, to set them up in opposition to each other.
Please donāt forget this part of our code of conduct 
As the code of conduct says - please focus on the words themselves and not the tone. Itās very easy to misconstrue the tone online when youāre missing so many paralinguistic clues.
(@N26throwaway maybe DM someone to get an answer?).
Back on topic.
This is great to see, Monzo on top of a poll. It is significant, just as it tips past 4m users. The challenge is to stay there of course!
FYI - Iāve only ever had good customer service when Iāve needed it.
Honestly, FDās customer service has been top notch every single time Iāve needed them. The main reason I was convinced to switch is that FDās app is a bit dated, and the security (even for me with qualifications in IT and a security conscious person) was a little overkill with multiple code generators and no way to re-install the app even if you use a back-up restore. Monzoās app seemed to hit a better note of secure but convenient, while the lure of having the easy options for splitting bills and such with @katewilliams (Hi!) made it seem like a decent second choice. Then when I played with the app and found more conveniences like putting payments in to categories I figured I may as well just CASS across and use it all as intended. No one thing was a game-changer when coming from a well respected bank like FD, but the fluffies like āUser experienceā and āDay to day journeyā along with the now well known frictionless ability to switch are what tipped it for me. We will see how it pans out when my switch completes, but I am sure it will all be fine.
Its important not to get too carried away.
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MSE polls, unlike some others, are not done scientifically and depend purely on who votes.
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First Direct have received consistently good ratings for years from many sources.
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As the MSE article says, last time MSE ran the poll, Monzo didnāt even receive the 100 votes required to be counted in their rankings.
Also worth noting that MSE still RECOMMENDS First Direct, as they offer other incentives.
Plus, Iām still not massively convinced that the poll wasnāt just gamed by us! Itās a good thing that the Monzo community is vibrant, I donāt think Iāve seen anything like this with another bank - does FD have a community forum at all?
Canāt remember anyone posting about that poll here for a long time, might have missed it