I just saw this on the website and wanted to see what you thought of it - Monzo â Tone of Voice
I do understand what Monzo is going for with the use of emoji and the use of “normal” words, but I think it was one of the reasons I never fully trusted this bank. They made me feel like they weren’t very professional and that if faced with an actual issue, they might not have the expertise to help, despite knowing that they clearly have the expertise (I know this is contradictory, but it’s kind of like a feel vs fact sort of scenario - I know as a fact that they have the expertise but I feel like I can’t totally trust them). Emojis just strike me as being childish and not very serious which isn’t something I want from a bank.
In terms of the “normal” words, a lot of the time it comes across as if they are trying to be friends with you for some reason but this isn’t what I want from a bank. I want something professional that formal words help with.
I know some people will like the less formal language but for me, it reduces the level of trust I have in Monzo.
What do you make of Monzo’s tone of voice?