Hi Shachar (and Marie) - I unfortunately was unable to stay after the close of the event on Monday as I would otherwise have put my questions directly to yourselves or one of the other Leadership Team members.
Having said that, I had expected (may be mistakenly) that at least some of the current issues which customers are facing (especially those on subscription levels) would have been recognized and addressed as part of the future road map during the presentation or at least reassurance provided by Curve’s Leadership Team. Instead, I felt that the messaging used gave the impression that Curve has already delivered a solid offering for its subscription tiers which it will seek to build on to bigger and better things.
Sadly, a solid offering has not been my experience of Curve since upgrading to Metal in a number of areas – my experience of support issues dates back to my numerous attempts during mid to late 2018 to upgrade by e-mail to Curve Support from Blue to Black (now Legacy Black) with absolutely no response received despite multiple attempts. I never was successful and finally upgraded this year in-App from Blue to Metal. Things may have improved on the support front – either way, I am now paying a subscription so I would expect priority support ideally by telephone. Is that likely ? On Lounge Key, I have no doubt in my mind when I was signing up for Metal that this benefit was billed clearly by Curve as “coming soon” which in my mind means at most 4-6 weeks time not months. Also, with Amex support gone and subscription prices unchanged, the value proposition for customers of a Metal subscription is greatly diminished but Curve has not been clear how it will fill this value deficit. You may say that Curve has responded by introducing the enhanced Curve Cashback but as a long time (pre Feb-18) customer of Curve, I’m stuck on the vastly inferior Curve Rewards with again no timescale or indeed even certainty that Metal customers in my position will be able to move from the Rewards to the Cashback scheme. I could also mention the value of the travel and gadgets insurance benefits bundled with the Metal subscription – suffice to say the terms of these benefits are surprisingly inferior to what my high street bank offers me (for free as a long time customer).
If an organisation does not recognize that these type of important issues exist which is the impression that Curve sometimes gives on these forums and at the event on Monday, it won’t really “focus” as a business on fixing them – that’s a real concern for a subscription customer like me.
I must say that I really do want to see Curve succeed - I wouldn’t have upgraded to a Metal subscription on Day 1 and stayed there through the ups and downs of recent months unless I believed that Curve potentially has a bright future. In that sense, I feel that part of the subscription which I pay at the moment for the incomplete Metal offering is almost an investment in Curve’s future - however, Curve won’t achieve that bright future if customer issues in terms of perceived value of your benefit offering and accurate timescales for those subscription benefits still to be delivered are not addressed.
Finally, I very rarely post on forums and certainly not at length - this is a rare exception as I think that Curve has great potential but it really needs to focus much more on the “here and now” as well as the future opportunities which were so well explained by Shachar and Diego at the event held on Monday.