In terms of progress with Monzo Chat development, our latest internal build shows estimated wait time and individual timestamps for messages.
I can’t guarantee this will be in the next public release, but rest assured we’re working to include the improvements in this thread and other things we know need to be included.
Also want to touch on @BristolMatt’s comment about stats, happy to give a few more
Since September we’ve added 120 full time equivalent COps, with another 55 confirmed up to the middle of January. We’ve hired more people than that, but if you look at everyone’s hours it’s equivalent to 175 full timers.
This does take a little while to feel the benefit of though - we’re catching up on hiring, then there’s notice periods to co-ordinate and training to do as well. The team also take a little while to “nest” before hitting their true productivity.
We’ll continue to hire, and we also review our hiring forecast regularly to account for customer growth as well.
We know we’re not there yet, but we’re actively working to get the first reply time for non urgent messages back down to 2 hours. We still answer urgent messages within 10 minutes.
CSAT for non urgent conversations is still in the high 80s, so thankfully most customers are still satisfied. We’re not taking that for granted though, most of the operations team are working on this in some form at the moment. Thanks so much for your patience in the meantime, it really does mean a lot