Monzo - Nice

Financial Services in the UK

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Monzo overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Monzo has added +2 to its Overall Effort Score in the past three months, overtaking Santander to sit at joint-eighth in the Financial Services in the UK table.

The brand’s performance in the component pillars tell the story of a bank that is continuing to strive for greater heights. Adding +4 in Valuing the Customer, the brand’s score in this pillar has never been so high.

Elsewhere, Speed of Resolving Problems is up by +3, while Style of Communication and Knowledge & Expertise both added +2.

The key question for the future is whether Monzo can replicate this success in other fields. The brand recently announced they planned to launch its own mobile phone service in the UK. There’s no confirmed launch date but we’ll of course be adding the brand to our Telco table when it’s live.

Style of Communication

last quarter

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

45% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

50% rate the expertise of the customer service agent as 'excellent'

47% say the way details were clearly explained to them was 'excellent'

44% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

50% rate this brand as 'excellent' for how they made them feel valued/important as a customer

47% say the way they understood their needs was 'excellent'

68% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

46% 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"

61% say they made it ‘very easy’ to achieve what they set out to do