Switching Energy provider offer in feed

I get you’re annoyed but I got to the end of the first line and laughed.

There’s constructive criticism and then there’s just criticism.

Don’t really know how to be more constructive, gave 3 reasons why it was bad and needs work. Put a reminder on better ways to make money.

A lot of people fanboy the forum or make out not being happy with a decision suddenly makes someone’s opinion bad or invalid.
I prefer the more direct approach. If you look at my history I’ve praised / helped Monzo way more than I’ve criticised. I even defended earlier up how data mining complaints were a bit over the top and gave a reality check to people… But what I’ve said here is valid; you are welcome to disagree but it doesn’t suddenly make my view any less valid. It’s what it is, it’s my view.

Worse thing about forums, people use it to try and praise the company in hopes for jobs or other stupid things. Let’s just be direct. Sometimes Monzo gets things so right, sometimes it gets things so bad. This is one where I’m quite open to say it’s bad and I gave my personal reasons why.

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I’ve not actually seen this offer personally, presumably because Monzo think I’m too young to pay for energy yet (I wish!).

With that said, I think @Snook raises some good points (in a direct manner, but that doesn’t mean it’s unconstructive feedback). It’s obviously a really early partnership test, which is fine, but it’s not as targeted as I’d have liked. I’m unsure how far it has been rolled out at this point, but I’m sure the last thing the team want is to cloud first impressions.

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@tom was very clear that you would be totally welcome to go and switch directly cutting Monzo out if you preferred. Their commission is essentially for the convenience.

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I’m completely fine with that. I trust them as far as you can trust any company with your data.

It’s solely the fact that it’s appearing in my transaction feed that bothers me.

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That’s fair enough. This was a limited test to gauge reactions, the final product is designed to have a separate tab and from what I understand you will be able to opt out.

I guess we will disagree on the presentation.

I agree in that I don’t think what they did this time around was very useful and I wouldn’t want to see it as a final offering but neither do I think words like ‘stupid’, ‘rubbish’ ‘crap’ or ‘spam’ have any place in a sensible bit of feedback. I end up just glossing over it all and writing off the entire post content.

Each to our own I guess.

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Interestingly just got this ad in my feed… so it’s still going out.

Since I’m already a bulb customer and monzo clearly know that because there’s a DD from them on my account and I’ve already made a payment, it’s not very well targetted.

It’s not obvious how to remove it - in future if ads are going to be a thing can we have a simple swipe rather than having to select a menu and the non-obvious ‘clear’ command. If we’re going to have them the easier they are to nuke the better.

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That was what was said about the original one.

This happened today.

Imagine what everyone on here would have said if this wasn’t a thing with Monzo but some other legacy bank had put an ad/offer in the transaction feed in their app?

And how many other changes to the UI have been made since that comment was posted?

Answer: None.

There’s a difference though isn’t there? Monzo’s in beta & testing their approach to this functionality.

If you don’t want to take part in this testing then you can either, opt out as soon as you receive the 1st feed item or if you don’t want to receive one at all, don’t sign up to the preview.

It sounds like you’re suggesting that Monzo won’t improve this functionality but as you know, if you’ve read the team’s comments earlier in the thread, that simply isn’t true.

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It’s a preview - testing for feedback. I’m giving feedback.

If they’re doing this to see how well (or not) this is received - there’s no point not telling them.

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I was pointing out the fact that your feedback has already been addressed. I struggle to see how repeating that feedback, as though hasn’t, is helpful.

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This is true. In fairness the same is true of the active card checks - the little menu is a horrible UX.

I hadn’t personally seen it before, it was second hand. I personally had it appear in my app feed today.

I don’t see any harm in bringing it up again if it becomes current. There are very few forums where everything is completely neat and tidy and linear.

Customer: I don’t like this because of this this and this.
Reply: We’re doing this because of that, it might change.
End of.

That’d be very sterile and a bit odd. It’s an open discussion between users and Monzo. Now there are coming up to 15,000 accounts there may be more people seeing this and concerned (or not) by it? Last time this was a thing numbers of accounts were in the low thousands or even hundreds and apparently only 95 or so people were fed the ad. So why not bump the thread?

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That I could agree on. While my post could be seen a bit strong and put people off reading the content, if anything it shows the passion towards this issue. Happy to give the post a spice up to make it more friendly but ultimately as someone who’s been with the Monzo since its birth to see them going down this path makes me… should we say more colourful in my utter dislike of it and getting the point across. I do prefer to be direct instead of beating round the bush and I do see it as spam in its current form. Plus I honestly can’t brush up the fact that this offer at present is just terrible. But there’s ways to approach it and in hindsight it could have got the message across a bit softer with the same impact.

While that’s possible, I’d sooner if Monzo at least worked out with Bulb to match the general referral offer out their. Monzo gets £50 and the customer gets £50. I just don’t understand how on this partnership (even though its a test on an alpha preview account) could not at least match the general offer. Let’s hope further ones can improve the deal.

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It’s the exact same offer, except we get half of the commission. The idea being that we provide a very simple experience for switching that doesn’t involve the customer having to fill in a huge amount of data. We’ve also been transparent about the fact that we take £25 of the £50 commission fee that Bulb pay.

Partnership tests aren’t just about UI and UX. They are also tests of how we are able to create revenue streams.

To address the three points of criticism:

  1. Targeting. It was very broad in the first test. It was less broad in the second test. It’ll be even less broad in the third test, etc. We’re aware of the fact that it’s not perfect and not yet a well oiled machine.

  2. Offers. Our offers won’t always be the absolute cheapest. The idea is that we encourage people to switch services by doing most of the grunt-work, so you won’t need to fill in a bunch of data. I have no doubt that in the future we’ll have some offers that either match or beat what the partner company offers directly, but this won’t always be the case. Right now, we’re doing limited tests, so we don’t have a great deal of leverage. Once we’re at a point where an offer is available to hundreds of thousands of people, then you can obviously negotiate something very competitive with a partner company.

  3. “Spam” - I feel like we’ve covered this already, but right now the transaction list is the logical place for offers. This may not always be the case but it is for now. Improvements to targeting will mean that offers should be genuinely useful to everyone they reach, in the same way that other dismissible feed items like travel alerts and monthly spending reports are. It’d only be considered spam if the information wasn’t helpful to the end user, which in our broader testing to date, has unfortunately been the case for a small handful of the test group.

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Perhaps you should reallign your targetting somehow. I’ve just got a current account and haven’t had a single transaction out of it yet so it’s hard to see how i fall within any criteria (unless i do so somehow by virtue of not meeting any of them?)

As for the removal option, that was good to see. Personally I’m fine with offers like this popping up if they are infrequent and relevent to my needs.

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Shameless plug :eyes: I’ve just created a Wiki to gather together all of the details about the partnerships so far, including solutions to some of the concerns / requests that user’s have raised..

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How are Monzo to gauge the strength of opinion if we only comment on something once as a community?

I’m not sure it could be said that it’s directly to benefit me when they make money from me switching.

I would pay for an account that didn’t have this and maybe quicker support but I don’t see that being offered as an option. I pay £36 a year for one of my accounts which has some nice features on it but if Monzo make £25 from a user switching and they can convince them to do that on a few products then it doesn’t make sense to offer it.

I’ll be interested to see how the API will handle stuff like this and what Monzo will allow developers to do. I wonder if apps without this functionality will be allowed to use the API.
Twitter faced these kinds of problems at various stages, they annoyed a lot of developers, not sure if it actually cost them in the long run.

I pay close attention to the services I use and make informed choices so this isn’t of use to me. I can see it being useful to many others I think it’s a hard balance to strike.

If Monzo noticed I was paying for broadband with Sky and that their max speed in my postcode (which they know) was slower than I cold get with Virgin Media at that postcode and they recommended it to me would that be too creepy or actually useful?

I’m with Virgin Media anyway…

Actually useful surely!

I think to an extent people need to get over computers being able to do mass data processing like this, stop thinking it’s a incarnation of 1984 and engage with it rather than trying to run away.

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