Wow. I mean, just wow. This is unbelievable…
…as to how terrible it is.
I’m not saying that the things mentioned in the post are bad. The support screen overhaul, the increasing numbers of customer support staff, and the introduction of tutorial videos are all great and welcome.
The post otherwise contains nothing but fluff. I will come back and do a statistical breakdown of how much of the post is fluff but right now I want to get my words out.
Edit: Of 981 words, I highlighted those that contained new information to address customer service. I highlighted 217 words. By my maths, and I don’t work in a bank so I may be wrong, that means just over 22% of the post contained new information about customer service. The rest was fluff, things we already knew (such as the contact methods for CS), or talk about the forum which seemed irrelevant. That doesn’t mean it shouldn’t have been in the post, it’s nice to know and nice to read, but the point is that there should have been way more of substance in there.
We were told in my thread on root cause analysis that the blog post would talk about ‘how we plan to scale and improve the customer service we provide.’. I’ve seen the scale. You got that out in a few sentences. But you have said nothing on improving, and nothing on root cause analysis, and nothing to address the core issues which reach beyond just the ability to contact customer support (recall: the card fraud fiasco).
Where’s your breakdown of what went wrong when support staff blame customers / their own banks / anything but Starling? Where’s your breakdown of how that unfriendly card fraud message was created and approved?
We see in the blog post that Starling support staff ‘spend two weeks doing intensive training’. The point I was trying to make in my thread was that this training, in practice, doesn’t always work. There has to be something wrong with it in order for it to produce the issues that we have seen posted all over this forum. Why doesn’t the blog post address that?
This blog post doesn’t even tell us that you’re doing any root cause analysis, let alone giving us an example.
I expected better. I’m sorry if I come across as a bit harsh, I don’t want you too focus on that. I want you to focus on what it is I expected, and what it is you delivered, and I want you to see and understand how the two are nowhere near the same.