The thread is about being really disappointed in customer service lately and uses screenshots from a recent interaction to highlight what is wrong.
Amongst those things are: being passed around between multiple people and being unable to chat to Monzo while your one query is being investigated.
I haven’t brought out any other issues. I just said that disconnecting you from the main, and most of the time only, way of contacting Monzo while your complaint is being investigated is unacceptable. I am not bringing up any more issues. I am merely discoing this one OP talked about but have to give examples why it is so.
The only other thing I did was highlight that these issues (being passed around and ‘specialists’) are recurring issues
You are now blindly defending Monzo and attacking me rather than my arguments
TL;DR Monzo could do to learn from this to improve how they do things in the future, through empowerment and clear processes
To summarise (As I read it);
The OP has been badly let down by CS
Again there seems to be no clear process followed by the Monzo COP’s (but this is atypical of customer service in many companies to be fair)
Monzo don’t appear to empower their COP’s (because, if they did, there wouldn’t need to be some many times that it would have to be passed to a specialist team and dont appear to have a clear process for passing items across
This is one of a few posts where, operationally, monzo appear to be struggling to scale
@Dan5 is as always super helpful, and Monzo could use this thread as a takeaway and learning point on how to improve customer service
I work for a large telecommunications company, and personally it’s obvious that Monzo are desperately in need of training and systems that help them dramatically increase their First Call Resolution stat.
Basically there should be every effort made for the first advisor you reach to complete your interaction. This increases customer NPS dramatically.
You can do this through empowering the agent by training, system access and clear processes.
I think once Monzo crack this there’ll be a huge increase in customer satisfaction.
I think regulars on here all kind of accept that customer service has declined over the past 12 months. I’m trying to be fair but there’s been so many failings on monzo’s behalf on this which is a shame because it used to be one of the things that made them different. A no-branch bank only works better than a legacy bank when you can do everything you need to do without any more friction than physically going in branch.
Monzo had this, and they had it good, and now they’ve lost it.
Royal Mail is generally only tracked to the UK border. Then they hand it over to a foreign partner and tracking varies considerably by country. So I can see why they’d not want to do that.
After your item has left the UK, you may find more detailed tracking information on our delivery partner’s website.
I don’t know if it’s only these countries which track.
As far as I’m aware Monzo use another partner to handle card production and shipping, I think they’re called Idemia - and I guess they’re the ones who decided how to send the card?
As a further update, I got the following reply this morning:
Haven’t got the chance to look it up now, but I remember the other day that someone from Monzo (possibly recently ex) said that complaints were used to drive analysis and improvement, so I bet every time they hand out £25 they are definitely taking a look back over
The issue’s resolved and £25 compensation feels reasonable, so it could be worse, i guess.
More generally, I’m not even surprised by this. There are an increasingly large number of dire customer service experiences. For examples, I’d point you towards PayPoint shops who simply don’t know how to pay in money, merchant data corrections that silently ignore/reject updates with no explanation, and the self service/FAQ system that consistently leads customers to dead ends. It’s just crap.
By the same token, we can see some examples here on the forum of some folk just taking the piss with CS, clogging them up and asking the same inane stuff over and over
I feel for them. Hard to swap out the wings when the plane is in full flight
I agree with the sentiment of assigning a financial value to each complaint to encourage fixing the underlying issue, and it appears fairly customer friendly compared to many other banks, but where is the evidence that it is driving improvement?
The whole drive towards in-app flows for self-serve queries on transactions, which ask for a lot of information upfront allowing customer services to resolve the issue without going through a lengthy chat.
Well, if you don’t know what to say, then they can’t be improved
But also, it’s iterative, you might not be receiving the flows for them, or you may get a different one so that Monzo can test which lead to the best results etc.
Those flows are obviously going to be unable to understand nuanced problems such as this, and just ends up with the customer tearing their hair out to speak to an actual person. When that person arrives, the problem is just passed along and no-one actually bothers to re-read the excruciating chat.
