Service to make you flip – burger prank puts patience of hangry Londoners to the test!
26 Apr 2017
first direct , the bank that does things a little differently, has pranked hungry Londoners with a burger van that behaves like a bank.
What would happen if your favourite coffee shop started acting like a bank? With an automated order system producing your caffeine fix based on assumptions, there would be no chance of a tall, soya milk cappuccino with sugar free vanilla syrup and an extra shot of Guatemalan espresso!
Well, that’s exactly what happened when first direct rigged a quirky East London burger van with hidden cameras and gave hungry workers the worst service of their lives.
Zoe Burns-Shore, Head of Brand and Marketing at first direct , explained:
“We’ve always been known for doing things a little differently at first direct , therefore we wanted to poke a little bit of fun at the status quo. Our award-winning knowledge of customer service means we also know what ticks our customers off – and we really pushed this to the limit with this prank with a service they just didn’t expect.”
After closing abruptly after just a few hours of service, the BurGRR van came under new management as Two Buns and a Bank, a unique street food experience with real first direct employees, proving banking services can be done a little differently.
The prank in London’s Shoreditch market came off the back of new research from the bank revealing a good customer experience simply isn’t an option for businesses and brands anymore, as over three quarters of us (86%) expect great customer service as standard.
Even more significantly, the findings highlight the detrimental impact of one bad experience on a business, as one in three admit they would never engage with a brand/business again as a result.
These findings become even more substantial when considering financial services, as the research revealed good customer service is the main driver of trust. 76% say excellent customer experiences are the main factor that impact/increase their trust in businesses they engage with.