MSE News: Monzo pips First Direct to top our customer service poll - check how well your bank did

eskbanker

eschaton wrote: »

This is great news.

I have zero interest in Monzo but at least I won’t get an email from FD telling me how great they are.

They can still send you emails telling you how great they are!

They can't legitimately claim the number one spot in either the official survey or the MSE poll but don't be under any illusion that their marketing department will be shutting up shop....

Herbalus

eschaton wrote: »

This is great news.

I have zero interest in Monzo but at least I won’t get an email from FD telling me how great they are.

That would be a shame. I nearly always reply to tell them what a great customer I am in return, and that I’m so glad the best bank and the best customer have found each other and can live happily ever after.

d123

ambrosino wrote: »

I've had the opposite experience with them.

Whenever I've needed their help they've got back to me pretty quickly. The most significant was when my card was cloned a couple of months ago. I messaged Monzo, and within a few minutes I had a response and them freezing my card. Within 10-15 mins the whole issue was sorted; stolen money replaced in my account, new card dispatched. No sitting on hold - just dealt with quickly over a few messages.

I've been with them since summer 2018 and always found their CS pretty good.

Ive been with them since early 2018, and have always found their service slow, I was quite amazed to be told by a community staffer to just mark all messages as urgent (even if they weren’t) if I want replies in around an hour last time I had issues.

TrustPilot reviews seem to show a lot of other people don’t like their service either, Monzo has almost 1 in 3 of their reviews as 1 or 2 star. Compared to Starling which is 1 in 10.

No_6

I never vote because I have all , I mean ALL accounts
for ?? interest !


they all work fine, it's online banking, some easy some so not,
if you want 1 or 2 then fine....just chose from the above.

but if you want all....then it's your MONEY...look after IT

problemcashback

Would have been good to see numbers who responded, sounds like the winner a new app only company probably had only 4 people reply.

Takmon

problemcashback wrote: »

Would have been good to see numbers who responded, sounds like the winner a new app only company probably had only 4 people reply.

It does state in the article:

MSE_Article wrote:

Note: There were 5,229 votes. Rankings based on two points for each 'great' %, one for each 'OK' % and zero for 'poor'. When scores are tied, the bank with the better 'great' rating goes ahead. We've excluded banks with fewer than 100 votes.

So there were at least 100 votes for Monzo and 5229 in total so not a big sample at all but definitely more than 4!.

eskbanker

problemcashback wrote: »

Would have been good to see numbers who responded, sounds like the winner a new app only company probably had only 4 people reply.

As it also says in the article:

to see the full results, including scores for M&S Bank, RBS and Tesco Bank, check our March poll

where the full breakdown is shown, including the 244 who voted for Monzo.

JuicyJesus

Herbalus wrote: »

That would be a shame. I nearly always reply to tell them what a great customer I am in return, and that I’m so glad the best bank and the best customer have found each other and can live happily ever after.

I wouldn't find their unbearable smugness half as irritating if I could reply like that... rather than the actual impression I got, which is that I am a mere unwashed peasant who should be eternally grateful for them condescending to allow me (little old me!) an account. Calling them to ask for anything was like going to confession only I kept the guilt afterwards.

Turns out I wasn't all that grateful because I f**ked off to Halifax. Hilarious to see a bank that's wibbled on and on about how amazing its call centre staff are get pipped in a survey by a bank that barely has one.

jonnygee2

(you use the app to message CS, it’s not a live chat, it’s one where you send a message and hours later someone answers, you reply and hours later they reply again).

Where did you get this info from?

It's a live chat with two options, you can either choose to speak to someone immediately (in which case you speak to someone within seconds), or choose to wait for the first response. If you choose to wait the average response time for me has been about 2 hours. If it took you more than a second or so to get a response, you must have chosen to wait longer.

There's also a phone line with no automated barriers at all - you phone up and get straight through to someone, normally answered in about 3-4 rings.

So you can always contact someone instantly if you need to, that's what I like about their customer service.

d123

jonnygee2 wrote: »

Where did you get this info from?

It's a live chat with two options, you can either choose to speak to someone immediately (in which case you speak to someone within seconds), or choose to wait for the first response. If you choose to wait the average response time for me has been about 2 hours. If it took you more than a second or so to get a response, you must have chosen to wait longer.

There's also a phone line with no automated barriers at all - you phone up and get straight through to someone, normally answered in about 3-4 rings.

So you can always contact someone instantly if you need to, that's what I like about their customer service.

The Monzo community would disagree with you, this is less than 5 minutes of looking for customer service posts on the community.

Bogavante89 wrote:

I contacted Support on Sunday but there was no one to address it on that day. The person on the chat seems to have sent standard message and ignores me since - FIRST RESPOSE WAS QUICK BUT NO FOLLOW UP. When i opened another chat i was told to continue in the original window as it only complicates it for the team that deals with that.

technicolor wrote:

Yes, but the issue with monzo is how long it takes to get someone on the phone or a reply from customer operations on the app. If we are talking about 1-2 days delay for example on a deposit purchase, this would really be a problem for me.

coffeemadman wrote:

I can’t help but just imagine if you were to replace Monzo with Natwest in the following sentence you would be outraged:

“It took me 6 hours to get a response to a simple banking issue with Monzo”

Chalky wrote:

I kind of get an hour or so for none urgent queries. But 22 hours for an initial response which is what I had recently, really isn’t acceptable.

dinkyinki wrote:

I’ve had an issue l logged 18 hours ago and not had a reply - it’s not urgent but 18 hours is pushing the envelope a little.

Their customer service really isn’t that great.


Edit to add

My own experience was similar, it took 26 hours to get a reply when I contacted them.