I agree although customer facing improvements have definitely slowed from the heyday, but this is expected. I think it’s important to note that there seem to have been some major improvements in behind-the-scenes stuff related to customer support and general app improvements (stuff like app load time, little animations that let you know if stuff has updated etc…).
For example:
Also, the number of complaints on the forum about customer support wait times, account freezes, and dispute resolutions seem to have hugely decreased over the last year**. Improving these customer support related areas through automation and improving processes seems like a huge job that is both extremely important to the Monzo experience and to improving customer unit economics, which edges Monzo towards profitability.
** I suppose this could partially be due to people making fewer offline transactions during the pandemic.