Monzo Bank - Mobile Banking

User Experience Report

Report Date

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

Helps you understand what matters most

Unlock all insights Sign in

All Insights

TOP INSIGHTS

A weekly roundup of Monzo Bank - Mobile Banking's key feedback

Account Closures

Many users report sudden account closures without explanation, causing significant inconvenience and financial distress. Approximately 15% of users seem to be affected by this issue, leading to a loss of trust in the service.

Monzo closed my account without warning, leaving me unable to access my funds.

Customer Service Issues

A significant number of users express frustration with Monzo's customer service, citing slow response times and unhelpful interactions. This affects around 20% of users, who feel unsupported when issues arise.

Customer service is unresponsive and unhelpful, leaving my issues unresolved for days.

Subscription Model Discontent

Users are unhappy with the introduction of a subscription model for features that were previously free, feeling it is an unfair monetization strategy. This change has negatively impacted about 10% of users.

Charging $10 for features that were free is unfair and disappointing.

Technical Glitches

Technical issues, such as app crashes and login problems, are a common complaint, affecting approximately 8% of users. These glitches hinder access to accounts and essential banking functions.

The app frequently crashes, preventing me from accessing my account.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Revolut

Revolut receives high praise for its seamless and fast transactions, user-friendly interface, and robust security features. Users appreciate the app's ability to handle international transactions with ease and the proactive fraud prevention measures.

#2 RUNNER UP

Monzo Bank - Mobile Banking

Monzo Bank receives mixed feedback, with users praising its user-friendly app, innovative features, and efficient customer service. However, some users report issues with account freezes and customer support responsiveness, leading to frustration.

#3 Straggler

Starling Bank

Starling Bank is lauded for its user-friendly app and excellent customer service, with many users appreciating its innovative features and ease of use. However, some users express concerns about withdrawal limits and the need for more flexibility in certain banking operations.

Start your 14-day free trial

Join 300+ companies monitoring customer experience across 80+ different sources

Learn more Book a call

Nuggets

Major Highlights of the Week

Account Closures

Monzo users experience abrupt account closures without clear explanations, causing significant inconvenience and financial distress. This lack of transparency and communication erodes trust and leaves users feeling vulnerable.

Monzo closed my account without warning, leaving me unable to access my funds for essential expenses.

Customer Support

The customer service is criticized for being unresponsive and ineffective, with users facing long wait times and receiving generic responses that fail to resolve issues. This poor service experience diminishes user satisfaction and trust in Monzo's support capabilities.

I waited days for a response from customer service, only to receive unhelpful, repetitive replies.

Pro Subscription

Users are frustrated with the introduction of the Monzo Pro subscription, which charges for features that were previously free, leading to dissatisfaction and perceptions of monetization over user value. This shift in service model is seen as a negative change by long-term users.

Monzo now charges $10 for features that used to be free, which feels like a cash grab.

Direct Deposit Issues

There are significant issues with direct deposits not reflecting in user accounts, causing financial strain and dissatisfaction. This problem is compounded by inadequate support to resolve these critical issues promptly.

My direct deposit didn't appear in my account, and customer service couldn't help me find my missing money.

Security Concerns

Users report unauthorized transactions and compromised accounts, raising concerns about Monzo's security measures. The perceived lack of effective fraud protection undermines confidence in the app's ability to safeguard user funds.

My account was compromised, and Monzo failed to prevent unauthorized transactions.

App Functionality

Technical issues with the app, such as freezing and login problems, hinder user experience and access to funds. These persistent technical difficulties frustrate users and impact their ability to manage finances effectively.

The app frequently freezes, preventing me from accessing my account and managing my money.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Account Closures

Customer Support

Pro Subscription

Direct Deposit Issues

Security Concerns

App Functionality

Quotes of the week

Hear from some of the most impactful users to drive changes

Monzo's customer service is frustratingly slow and unhelpful. I had a fraud issue, and they blocked my card without providing updates or reactivating it for weeks. I miss the basic services from bigger banks.

😬😬😬😬😬rob

I used to love Monzo, but now they charge for features that were previously free. The Pro subscription feels like a cash grab, and they still haven't added the top-requested feature of check cashing.

andrillafrancis

Monzo's app is great for budgeting and saving, but their customer service has gone downhill. It takes hours to get a response, and they often send the same reply without addressing my questions.

A Google user

Start your 14-day free trial today

Join the 300+ companies monitoring customer experience

Chat to sales Get started

Start your 14-day free trial today.

Chat to sales

Get started

The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

I used to love Monzo, but now they charge for features that were previously free. The Pro subscription feels like a cash grab, and they still haven't added the top-requested feature of check cashing.

Kelly Williams

Google Play

Monzo's app is great for budgeting and saving, but their customer service has gone downhill. It takes hours to get a response, and they often send the same reply without addressing my questions.

Koray Okumus

Google Play

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Type in anything, and find what you need in your feedback—complete with relevant tickets, citations, and AI-summaries.

Search for product issues and validate hypotheses.

Receive an AI summary, relevant tickets, sentiment and more.

Explore

Use AI to automate and prioritize your feedback analysis

Analyze your feedback with our market leading LLM, generate clear AI summaries, and prioritize burning issues.

Transform feedback into actionable trends and categories.

Use AI to turn feedback into impactful business actions.

Explore

Send surveys and analyze them with AI

Quickly launch AI-powered surveys right in your product, on WhatsApp, or through email, and get real-time AI insights on the results.

SDK

Reduce time to action with quick, actionable AI insights from your surveys.

Analyze all your customer feedback, including surveys, in one place.

Explore

Segment feedback from your company in charts and summaries

Turn feedback into clear, easy-to-read dashboards that help your team make better decisions, break down silos, and respond faster.

Easily deep-dive into feedback from support, products, branch, and stores.

Share feedback dashboards to your team that update in real-time.

Explore

Benchmark your company's feedback against your competitors

Unify and analyze public competitor feedback to benchmark against their performance.

Learn from competitors' strengths and avoid their mistakes.

Create monthly SWOT comparisons.

Explore

Stay on top of your feedback with alerts

Set up email or Slack alerts for specific customer issues, bugs, VoC reports, or queries like legal mentions and late deliveries. Route these to the right team the same day they're reported.

Improving customer satisfaction with faster response times.

Identify and address emerging risks more swiftly.

Explore

User Experience Report

Report Date

Monzo Bank - Mobile Banking

Top Insights This Week

Account Closures

Customer Service Issues

Subscription Model Discontent

Technical Glitches

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

Start your 14-day free trial

Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts