Card quality needs improvement

Building Neo
1

Please consider improving the quality of the physical world elite card itself. For the $120 annual fee - which is on par with many of the premium cards on the market - the physical card leaves a lot of to be desired. It would be great if it were to feel more substantial and be made of plastic (or better quality plastic).

  1. It doesn’t instill a lot of confidence in the security of the card. Ie. It’s easily bendable, susceptible to damage.
  2. As mentioned before, the fee coupled with the min household income requirement is high enough to suggest a certain target demographic, who would want a more premium product - or at least something a bit less flimsy than the current offering.
2

Hi @Hadia_Asif, thank you so much for the feedback! I completely understand why you’d want a card that feels as premium as the experience it offers. I’ve reached out to the team about this, and it’s prompting some great discussions, really appreciate you raising it!

3

I wonder what are the results of the discussions that the team had over this topic, as @Hadia_Asif has said before, the plastic quality of the card is not as premium as the great product that it represents.

Also, many people had said it before in other threads. I would like that NEO offers a metal card in replacement of the cheap plastic card that it gives for the WE MC, even if I have to pay a premium over it as many other competitors do in the industry.

4

Welcome to the community, @AB7! :tada:Thanks for jumping in with this. It’s a great point and we know a lot of you are looking for that metal card weight, especially for the WE MC. I don’t have a concrete update for you right now, but we are constantly looking at ways to level up the physical card to match the digital side of things. I’ll make sure to pass your vote along to the team!

5

Thank you for your prompt reply. Would you come with an update as soon as you have it please, I am strongly debating to use a third party provider to improve the quality of the product that I got for my WE MC.

6

My virtual Neo WE Mastercard feels pretty premium :wink: . Maybe you guys just need a better phone or something.

7

Absolutely! I’ll make sure the insiders are the first to know as soon as there’s an update.

8

Wait until you get your physical card …

9

Maybe I’m in the minority, but I have had my card for almost two years, and the majority of my purchases are through Apple Pay, so my card barely leaves my wallet. Given the current digital age, I don’t see much benefit in extra spending going towards the quality of the card when it could go elsewhere.

10

I’m the same, Raff. As a user, I would like to see Neo focus on the digital experience as I think physical cards are disappearing the way cash is disappearing. The main limitation on the virtual card is simply the tap limit, which seems like an easy to solve problem to me. Just make it user-controlled and easily adjustable.

11

I’d argue against metal cards.

“Don’t optimize something that shouldn’t exist.“

Metal card is a status hack.

Neo isn’t a status brand. Neo wins on making money actually work better with superior engineering and user experience that comes from a deep understanding of and caring for Neo users.

If Neo starts chasing “feels premium,” its starts competing with Amex on their turf. They already own that.

Better question:

What does Neo premium look like?

  • faster
  • simpler
  • smarter
  • more value per tap

If the product is strong, the material doesn’t matter.

If it’s not, metal won’t fix it.

12

+1

I also like that, a card that feels like a World Elite product. Something with presence and quality that I would rather choose to tap the physical card instead of my phone, but not for vanity, but because it feels like a premium membership experience. Right now, the card doesn’t match the status or the fee. I want to feel confident pulling it out of my wallet.

13

I also agree with Neo focusing on the digital side. The physical card for me is more of a “want” thing, kind of premium status thing to have but not a priority.

14

100% agree with focusing on the digital side. I probably only pull out my physical card 1 maybe 2 times a year at most.

15

Metal cards are also a nightmare to destroy when getting a new one. So when we are discussing the feeling of security something to consider when you need to try and destroy it. I also agree digital is the way forward and we are paying $120 a year not the Amex fees of $799 for platinum or the ~$7,500 for centurion.

16

Hello Everyone

I agree that Neo should not chase status for the sake of status. Neo’s strength should absolutely remain digital experience, smarter rewards, better UX, and more value per tap.

But I don’t think a metal card has to contradict that.

To me, the argument is not “Neo should become Amex.” The argument is that a premium product should feel premium across the entire experience, digital and physical. The physical card may not be used every day by everyone, but when it is used, it becomes a visible representation of the brand and the membership.

A premium car can have the best software, best engine, and best safety features, but people would still notice if the steering wheel felt cheap. You can argue that leather or higher-quality materials are not technically necessary, and that is true. But premium is not only about function. It is also about confidence, feel, and consistency.

For a card with a monthly or annual fee, the physical card should match the product tier. It does not need to be flashy or vanity-driven. It could be minimal, clean, elegant, and very Neo. A metal card does not have to mean “status hack.” It can simply mean the card feels aligned with the premium membership.

I also think this should be optional. Nobody should be forced into a metal card, and Neo should not absorb the cost for people who do not care about it. But for users who do value that experience, I would gladly pay an additional one-time fee. If the upper-end production cost is around $25 depending on quantity, I would personally be willing to pay double or even triple that to have the option.

That makes it less about Neo chasing prestige and more about user choice.

Neo could position it as:

“A premium physical card for members who want the full premium experience.”

Not everyone wants it, and that is completely fair. But some of us do. For those users, the card itself is part of the experience. It makes the product feel more complete.

Digital should remain the priority. But physical touchpoints still matter. The best premium products usually get both right.

17

If I could pay a one-time fee of $75 for a metal card I likely would. Much higher and probably wouldnt. If there is a business case for that i think it could be worth giving WE customers the option to choose it if they want it.