Okay, sadly I did get a little excited when Pizza Express announced their new iPhone application that allows customers to pay for their meal via Paypal. I wouldn’t say that I’m brand-loyal to Pizza Express but I visit it regularly enough to say that it’s a regular haunt amongst a few places I tend to go. Knowing a visit would happen at some point, I took an online trip to the iTunes store and downloaded….

Great to see a traditionally more ‘me-too’ brand deciding to offer something new, rather than just follow the competition. Good on you!

I can imagine the whirring brains at the agency/client HQ….good food + good service + faster and more convenient payment method = great customer experience.

A week later, I decided to go for lunch at the local Pizza Express in the City and sure enough when it came to paying the bill, the iPhone was unleashed. Having typed in the 9 digit receipt code, I quickly transacted via my existing Paypal account. The screen read, ‘Thank you for your payment…..You may now leave the restaurant.’ Loving it!

As I rose to leave the restaurant, one of the staff stopped me in my tracks. Explaining that I had paid via the app, the staff member told me that I’d have to wait a short while until the payment acknowledgement hit their till system. Sure enough, a couple of minutes later, I was given the nod.

Would have been quicker to have just paid by cash or card. Lesson learned. Novelty apps do not equal an improved customer experience!