A surprising thing happened today: I was sent a loyalty card. Its arrival made me think how utterly fantastic Monzo have made their customer service.
Let me explain. Sometime ago I bought a couple of things in Liberty, and at the same time ordered a replacement loyalty card. The guy at the till sorted it out, seemingly at the touch of a couple of screens. All pretty efficient, or so I thought.
EIGHTY NINE days later the card arrived.
How is this even possible? My original transaction (Feb 2) is logged on my credit card three statements back. The letter enclosing my replacement card is dated March 28! Even with second class postage, 89 days is pushing it!! I’d completely forgotten I’d even ordered a replacement.
Compared to Monzo, where I’ve consistently had a new card with me less than 24 hours after ordering, it highlights how some systems and processes simply aren’t built with the customer in mind AT ALL, let alone at the forefront of the experience.
Has anyone else ever experienced customer service so mind–numbingly poor, that you think to yourself, they can’t possibly think that’s OK?