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Monzo

  Financial Services in the UK

Monzo overall Effort Score: 61 Monzo vs 60 Monzo last quarter
Sector Effort Score benchmark: 60 Monzo vs 58 Monzo last quarter

Monzo has once again maintained 6th position in the UK Financial Services rankings for a third quarter in a row, with its Overall Effort Score increasing +1 point to 61 this wave. 

This score is due to all four pillars increasing in score. The biggest score boosts come from Speed of Resolving Problems and Valuing the Customer, which now have scores of 61 and 62 respectively.

Looking at Speed of Resolving Problems, almost half of Monzo customers (49%) rated how easy it was to find the information they wanted on the website and/or app as ‘excellent’, which is a 2ppt boost on last quarter. Furthermore, 47% rated Monzo as ‘excellent’ for how quickly they were able to resolve their issue.

Under Valuing the Customer, 47% of Monzo customers said they felt valued or important as a customer and 47% also said the range of solutions Monzo offers that were suitable as ‘excellent’.

Knowledge & Expertise and Style of Communication went up +1 point to 62.

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Customer Effort in detail

Style of Communication 62 vs 61 last quarter

47% say the politeness of their customer service agents is 'excellent'

48% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 62 vs 61 last quarter

47% rate the expertise of the customer service agent as 'excellent'

45% say the way details were clearly explained to them was 'excellent'

46% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 62 vs 60 last quarter

47% rate this brand as 'excellent' for how they made them feel valued/important as a customer

47% say the range of solutions or options that were suitable was "excellent"

61% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 61 vs 59 last quarter

49% rate how easy it was to find the information they wanted on the website/app as 'excellent'

46% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "excellent"

ContactEngine sponsors the Customer Effort Index

ContactEngine believes that a great customer experience is an effortless one, where life is made as easy as possible for the customer. ContactEngine commissioned the Customer Effort Index to measure how real people perceive the effort it takes to be a customer of some of the leading brands in the world. By enabling a comparison of effort not only within an industry, but across industries, we can identify and learn from the brands who lead on making it easy for their customers to do business with them.

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