I’m really hating the constant up-selling. Every time I open my Monzo app I’m reminded that there’s all this other stuff I could pay for but don’t have (the blue card literally right next to mine). Emails telling me about a great new feature… oh no - it’s only for the upper tiers.
I’ve been with Monzo since day one, since it was Mondo. I’m a multiple investor, I get that it needs to make money - but this is just making me feel that what I have is the basic free version, not an awesome new way to do banking. I also have a starling account which I opened as an experiment to see what it’s like - I only use it for my pocket money (lotto!) and I have to say, I’m starting to prefer that one.
GET THE BASICS RIGHT - make every single one of your customers feel like they have the best banking in town. Sure, have other stuff you can upgrade to but don’t just make every new innovation another ‘premium’ add on. That’s a great way to disenfranchise and eventually loose a lot of your customer base, the majority of whom I would guess want free banking.
Just my opinion but for a brand that grew from nothing by making all of your existing customers advocates (myself included), I for one would not choose Monzo as my current top pick or recommendation.