Brand analysis
It’s a tough result for Monzo this quarter. Despite adding +3 to its Overall Effort Score, the brand has dropped from sixth last quarter to joint eighth.
Looking at the pillars, all four show growth. ‘Style of Communication’ and ’Speed of Resolving Problems’ are up by +2, ‘Knowledge & Expertise’ by +1.
‘Valuing the Customer’ is the standout, adding +3 on its score from last wave. A massive 61% of customers say they were ‘Very satisfied’ with the outcome of their communication or contact – a great result.
“Communicating in a customers’ chosen language (other than English)” is a huge contributor to our ‘Style of Communication’ pillar and Monzo appears to be increasing its capabilities here by introducing Sign Language chat. We’ll see if this drives this score next wave.
