Monzo - Nice

Financial Services in the UK

Back to rankings

Monzo overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Monzo has lost -1 point in its Overall Effort Score wave on wave. The score marks a slight reverse of fortunes for the brand, which added +3 points between Q4 2024 and Q1 2025.

The mobile bank now sits at joint ninth alongside, Sainsbury’s Bank, Halifax and Natwest.

Monzo has also recorded losses in three of our four component pillars – Knowledge & Expertise and Speed of Resolving the Problems are both down by -1.

Style of Communication drops by -2 and Valuing the Customer remained flat.

Style of Communication

last quarter

45% say the politeness of their customer service agents is 'excellent'

46% 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'

45% 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

45% say the way they understood their needs was 'excellent'

44% say the range of solutions or options that were suitable was "excellent"

64% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

48% rate how easy it was to find the information they wanted on the website/app as 'excellent'

45% 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"

47% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'