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Pub Prank Bank

Candid prank hits home the importance of customer service by running a pub like a bank


By John McCarthy, Opinion Editor

April 4, 2016 | 2 min read

Tandem Bank has created a candid video to show that corporate customer service structures, like those of banks, rarely benefit customers.

To drive home findings from a study of 2,000 British adults listing major modern gripes in which 59 per cent said that they dreaded dealing with customer service representatives, Tandem Bank recreated many common issues with a twist.

Instead of a bank, the grievances were candidly recreated in a boozer to contextualise how customer service should be uniform and respect the customer regardless of the industry it is being delivered by.

‘The Three Compasses’ pub in Hornsey, North London was rigged with hidden cameras to capture the reactions of pub goers as their local boozer was transformed into a bank complete with corporate bar staff and a numbered queuing system.

Rowan Adams of Tandem Bank, said: “Our study into what grinds the gears of Brits shows that many of the high street banks are guilty of rubbing people up the wrong way with being kept on hold on the phone, unexpected fees and charges and misleading offers all featuring highly in the top 25.

“We put bad banking behaviour to the test by rigging a pub in North London with hidden cameras, replacing the bar staff with bank clerks and capturing the reactions of punters as they were put on hold as they waited for drinks, transferred to various team members and charged excessive fees on orders. As you would expect, it didn’t take long before customers were seeing red.”

Pub Prank Bank

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