A Practical Experiment in Customer Experience

When was the last time you called up your banks contact centre with a simple query or request, only to be passed around like a hot potato? It’s happened to all of us, and the customer experience can really make you question why you’ve trusted this particular company to look after your hard earned cash. And it’s not just banks. Over and over we bang our heads against the wall when we just can’t get what we need from the companies we spend our cash with.

So, supposing your local pub started behaving in the same way? Bartenders constantly fobbing you off, or worse still ignoring you. Or blasting out characterless music out over and over again whilst they go and deal with something that they deem more important. Earlier this year the curious people at Tandem Bank set off to find out. The result, unsurprisingly led to some very irate customer reactions, and hilarious customer experience feedback. Sound familiar? Click here to watch.