I really don’t understand why so many reviews are judging there expierence with Monzo on the Monzo forum.
Not everyone has agreed with me on this forum yet I don’t rate the Monzo bank on the expierence on Monzo forum.
I’ve never seen anyone (please link if you have) judge a legacy bank by any forums they may have or be mentioned in.
Spot on. Community is optional and they only get sulky when nobody agrees with them (ok, there may be examples I haven’t seen). New people come all the time and are helped, listened to and welcomed.
Judge the product and the responses to complaints, that’s what should make up a review
Isn’t the community part of the “product”?
Well I guess that’s what some people might think. I just don’t get it.
Like, just someone, anyone, find another bank where people consider the community as part of the bank product.
Like just one review, anywhere…
It’s basically why TrustPilot reviews for Monzo are worth jack–all.
Monzo is a free bank with no cost jeopardy. It costs nothing whatsoever to try it out, and you’re guaranteed never to ‘lose’ your money. So what if you sign up and find the customer service is crap and you prefer Lloyds? You haven’t lost anything, so why bother with a review?
It’s accessible from the app via the help section. I can see why someone would think it’s part of the product? Do other banks do this?
Can be, doesn’t have to be. Spending targets are part of the product but not something I use. I’m not going to write a review that they’re rubbish, they’re just not for me
Each to their own. People have different view. Some like to write positive/negative reviews … some dont
I understand what you’re saying. But I just don’t agree.
If I want to pick apart a product, yeah sure if I was miffed, I’d throw that in maybe.
But I personally don’t get it. To me it’s not part of the banking product.
And I think this is why people are so upset with this community as some people need to have everyone agree with them.
I think that nowadays lots of companies have forums and if even a sniff of an employee frequents it it can be seen as an extension of the support that product provides. Which for some, becomes part of the product.
On the reviews I never review anything. I just vent at the Mrs 
I swear this clown created a thread on here about that very same topic a few months ago 
Don’t think it could harm Monzo any to keep half an eye on Trustpilot reviews and respond to ones where there’s an obvious straightforward reply.
For example, there’s one chap complain that Monzo support are rubbish because they don’t reply to his emails. A brief response clarifying that in-app chat is the first line of support should rebutt that (though I have to wonder what address he was emailing if he got no reply at all).
I do find it hysterical that the chap @Anarchist mentions filed a review with the line “How can a bank not employ people over a bank holiday?” Spectacular example of point-missing there. 
I think we’ve made a decision to do this moving forward.
If this thread illustrates one thing it is that Monzo shouldn’t be using Trustpilot scores as a key indicator of reliability in its Marketplace.
Trustpilot allow false and misleading reviews and the overall score for a company can be decided by the most politically motivated fake reviewers.
There’s a bunch of recent ones suggesting to use a particular other challenger bank instead and even one from someone claiming to be Alex S who rates Monzo 1 star and says to use the other bank. We all know Alex S bleeds hot coral so that is just taking the mickey.
I don’t know if it is the same “pranksters” who registered getmonzo.com as an unhilarious joke, but I’m pretty sure almost all of those 1-star reviews are from competitors who have way too much time on their hands.
How will monitoring the trustpilot page help to solve the problem of competitors with “pranksters” who have too much time on their hands?
If we decide that it’s something we really care about, we could solicit real reviews from our users via email, I suppose?
Regarding fake reviews, I would like to think competitors have better things to do but given the amount of suspicious reviews you never know!
We can always get in touch with TrustPilot and ask them to investigate. They have a zero tolerance policy on that sort of thing.
https://uk.trustpilot.com/trust/combating-fake-reviews
Right now it’s not hurting our growth so if there is some foul play they need to come up with a better plan 
I’ve started to report some of the Trustpilot reviews when they are clearly fake. The one which states they don’t trust Monzo because Monzo have never been mentioned on Money Saving Expert… I just used the Way Back Machine to link to when Monzo was top of the travel card section of Money Saving Expert.
Haha definitely not me, that’s a bit silly..
Not me dude, I’m in enough trouble as it is on here 
^^ This!
We’ll be keeping an eye on new reviews and dealing with anything that requires our immediate attention, or we don’t feel is fair/accurate. We do a similar thing for app store reviews already.
Can you make sure you update your category to “Bank” so folks can find it when searching by category, please? Ta.
