Tandem Discussion & Feedback

(Daniel James) #247

Hi again. If anyone would like to read a bit more in depth about the company culture at Tandem and what it is like to work with us, you can read a medium article I wrote here:

PS I’m still planning to upload a roadmap here to answer some of the questions above. Just getting it into a shareable format.


Hi @DanTandem,

I have received the credit card now and I started using it. It seems good so far.
I do miss Apple Pay and seeing more information for individual transactions, but I guess these will come later.

I only have one comment to make for now.
The letter I received with the card stated ‘Activate it - By calling us[…]’ but the card itself had a sticker suggesting to activate using the app. These are a bit contradicting. The letter should probably suggest to activate using the app which is easier, straightforward and will align with the sticker on the card.

All the best,

(Daniel James) #249

Hi @LegendaryAced - thanks for the feedback. Apple pay is on the list for this year, though not sure when yet - we’re just in the middle of making the big plans for 2019.

Yes- agree this needs to be fixed. However, you would not believe how expensive it is to make a small adjustment to that letter. We work with a supplier to do it and will be updating a number of elements to it in a couple of months. That will definitely be one of them.

Thanks for sharing & welcome on board!

(Andy) #250

This sounds like exactly what is wrong at Tandem and why Monzo do better by doing it all in-house…


…and not on paper.

(lewis oconnor) #252

Anyone using the auto-saver?

(Grant MacGregor) #253

No access for iOS users - would’ve signed up if there were.

(Daniel James) #254

We are bringing it in-house. Just takes time and money! It’s a constant balancing act to get our priorities right, which is why it’s always important to get people’s genuine feedback.

It’s still just available on Android to 50% of users (the Android store let’s us roll it out slowly to fix anything that crops up as we go before the full 100% release).

We’d be very interested to hear detailed feedback and suggestions from any Android users who are using it or who thought about it and then didn’t for some reason.

Do get in touch if you’d be willing to come into the office in Kings Cross and do a user testing session.

Personally, I’d love to be able to hide my own savings balance so I can only look at it once a month. I think this would let me build it up without being tempted to take it out again too soon. And it would be a nice surprise when it had gone up a fair bit, rather than watching it going up bit by bit.

I’d also like to be able to set my intention for my savings at the beginning of the process. (Festival tickets! / Summer Holiday / Deposit). And put how much I want to save and by when. Just from a psychology point of view we know that stating your intention ‘out loud’ helps you to stick to it. Also, that would allow the algorithms to be more helpful, by being focused on helping the customer get to their specified goal - which are massively different from one user to the next.

But that’s just me - any ideas for what features would help you save? And what you think you’d actually be using Autosavings for?


Just had a bizare convesation with Tandem customer service.

I had a letter asking for my documents despite the fact I sent pictures as soon as I had set it up.

Aparently they send this letter automatically even if you have submitted documents?

Surely there is a way to save the paper (AND COST) by sending an email first then a letter if no response in 5 working days for example

(Daniel James) #256

Thanks for pointing this out. I’ve asked the card team about it and they’re aware it’s an issue, (it’s to do with tracking a particular moment in the application process) but it’s something that will be resolved over the next 6 weeks as we bring the application process in-house.

(lewis oconnor) #257

@DanTandem any new products in the pipeline for 2019?

(Dan Baker) #258

@DanTandem Has Tandem considered offering more cash back for high annual spend.

American Express, probably the biggest Cash back offer-er in the credit card space, offers 0.5% on up to 5k annual spend and 1% for anything more.

If Tandem could do this, even for a slightly higher spend, I would give up my American Express and move to using Tandem for all my purchases.

I’d like a 3, 6, 9 and 18 Months Fixed Saver account. Your 1, 2 and 3 yr have very competitive interest rates, so would definitely be interested in a more customisable fixed window.

(Daniel James) #260

Here’s a quick look behind the scenes at planning week, so you can see a few Tandem faces and find out what people here are looking forward to in 2019.

These are the main priorities, which I expect us to do in roughly this order:
Paperless statements
Digital KYC (improving the on-boarding experience, reducing the rejection rate for cards, moving to soft search)
Big Office Move!
Integration with Emma and other money management apps
p2p payments
Adding compatibility with Monzo and other challenger banks
Google Pay / Apple Pay

Yes - this would be great. Particularly if we can let you reach a certain target in your instant access savings account and transfer that with a click into a 3, 6, 9 month fixed term with a decent rate.

(Dan Baker) #261

Very insightful, thank you.

Any launch windows for any of these? or just ‘as soon as they’re ready’

(Daniel James) #262

Autosavings up to Big office move we want to do first quarter… after that is subject to change.