Image 4 - Monzo feed after test (note only one new feed item)
I have a screen recording of this whole process if anyone from Monzo wants to see full steps to recreate, with too much personal info to share publically.
Merchant data is important IMO. It’s part of the key selling points of Monzo (the better UX, although recently they seem to have dropped the ball).
Saying it’s not the end of the world is like saying that Monzo becoming legacy is not the end of the world. Sure, it’ll still work as a bank account just like a legacy bank account would, but the reason we’re here is that we want better than legacy.
True, but in this case this seems to be going on for months.
I understand they have other stuff to work on (joint accounts, etc) but personally I believe you should always make your existing customers happy before trying to onboard new ones with new features. I’d rather retain an existing customer by providing them great service then attempt to gain a new one with new features while turning away existing customers because the features they originally signed up for are breaking down.
I’ve seen way too many instances (especially in social networks) where companies constantly chase potential new customers at the expense of their existing & loyal user-base, and the entire thing turns into a shit show with neither group being happy in the end. I don’t want that happening here.
I think I’ve mentioned this before so apologies I know it’s going around in circles a bit. Looking at it as an end user it could do with an overhaul:
clearly allow logos from other social media not just pasting the link into where it mentions twitter
an indication it’s in the queue to be reviewed/has been reviewed.
When a company updates their Logo (Amex did this recently on Twitter) the old one still shows in the app?
Crowd-sourcing data so if so many people submit one logo it auto approves.
Displaying the additional info that can be submitted such as the website and telephone number. What’s the point of being able to submit it if we can’t view it?
Also how do we suggest a new emoji for the notifications? Some merchants I use like local pubs just come up as
Edit: also this:
Wetherspoon no longer have a social media account so I can’t add new pubs to join the “Group” as mentioned in the link above. Some way to state that they belong under an existing merchant would be good maybe?
Displaying the additional info that can be submitted such as the website and telephone number. What’s the point of being able to submit it if we can’t view it.
This would especially be great for disputes. If you click “something is wrong with this transaction” it should offer a way to call the merchant to resolve this directly, potentially saving COps resources since that’s the first thing they ask when you try to raise a dispute.
I know it’s been discussed before regarding the pace of development/quality and this is going in a loop but I think it’s a good balance at the moment, although there are some bugs that have been dragging for a little while now:
With the new bug reporting section of this forum #customersupport:bugreports hopefully they will get resolved quicker as we can see they have actually been logged with a ticket number etc.
I agree with everything you have listed here and all of these suggestions have been suggested to Monzo before, some a very long time ago but it seems they don’t see this area as a priority which is a shame. I’d probably settle for half of it being done as it’d at least improve merchant feedback somewhat but seems like it’s barely acknowledge sometimes by Monzo.
The fact that it’s barely acknowledged along with some other sections I mentioned earlier is part of what “could” make me leave as a year ago we would have at least had an acknowledgement of the issue and told it was on the list to be fixed/iterated on.