It indicates an issue. Whether it’s one that needs addressing depends on the scale of the issue.
No matter how good a business you are, it’s rare to ever spend money fixing every last issue for every last customer. It’s an ideal, I agree, but it’s surely not a realistic one.
I’m curious as to what the criteria is now though.
I can’t get chat to appear;
I’m not a serial support asker. In 2 1/2 years, I’ve used support once.
I get my salary/bills from Monzo. So it’s not “We don’t care about you”
I’ve searched for issues and said they don’t help, chat doesn’t appear.
Maybe I haven’t looked for the right thing and something Monzo deem I need help with, the things I’ve searched for, they know are solvable with the articles so they won’t show it to me?
If someone gets to the end of self service options and confirms they haven’t found an answer to their problem, surely the only correct course of action is to then give them the option of chatting to someone? Presenting a dead end with “Thanks for the feedback” doesn’t help the customer with whatever their issue is.
I came across this slide recently which shows HSBC manage to answer over half of their chat volume via an AI which I thought was an interesting comparison to Monzo.
I got “caught” by their AI the other day
It was dreadful and so I gave up and did something different off my own bat to sort it
I wonder which half that counts as
In the 11% who aren’t in the 89% customer satisfaction figure…
Does that 51% figure not apply to Hong Kong only?
And what does RBWM stand for, surely it’s not the Royal Borough of Windsor and Maidenhead?
That makes more sense 
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