strukta service and why we care

strukta customer service and why we care

At strukta we strongly believe that the customer always comes first, which is why we have made customer service a priority. We are regularly reviewing and improving our building supplies and service offering, to ensure that we are exceeding customer expectations.

 

What sets us apart?

At strukta, it’s the staff and service level that really sets us apart from our competitors. We don’t just sell building supplies, we offer advice, source materials, provide custom solutions and sell an extensive range of building supplies at a competitive price. We ensure that supplies arrive quickly and efficiently with our delivery service, and offer support from our highly experienced customer service team.

Whilst our prices are competitive, our customers tell us that they buy from us because of our great service and our staff. The staff at strukta really are the driving force of the whole company. From the warehouse team to the delivery drivers, to the customer support staff, everyone at strukta plays a vital role in ensuring every sale is a success.

“We have had an account with strukta for 3 years; your company are a genuine pleasure to trade with.

The product, price and service is second to none… there is consistently great customer service from all of the staff.

I have complete confidence in your company and what you offer.”

- Danny Blackwell, Construction Materials Buyer, Clark Projects 12 Ltd

 

It’s about the customers

We understand our customers, whether they work in small businesses or large national housebuilders, we know that their professional reputation relies on getting the job done on time, using reliable quality products that are available when they’re needed. In construction, a delayed delivery can have disastrous knock-on effects, delaying project deadlines, damaging reputations, increasing costs, and resulting in a loss of repeat custom. Our drivers are all extremely conscientious and considerate, taking special care to deliver products in the same condition they leave the warehouse in. Our team load packaged supplies safely in their vehicles and then deliver them on time and to the right location.

 

What our customers have to say

The work we do is most rewarding when we receive fantastic feedback from our customers, and we aren’t short of positive testimonials.

“Very efficient service and friendly staff”

- Company: Anker’s and Rawling

“I can say I have been using strukta for several years now, what I like is you can order it by 4pm and it will be there the next day! I like the way if I have issues they get resolved very quickly. strukta always answer the phone and are happy to help.”

- Name: B Melrose

strukta Customer Feedback

We never shy away

Whilst we try to get everything right, we know that occasionally things go wrong and we’ll do all we can to support our customers when this happens. We never shy away from a problem, but instead, tackle it head on to arrive at the best possible resolution. Our customer service team go above and beyond to ensure customer satisfaction, and if anything is ever less than satisfactory we want to hear about it. Our staff are knowledgeable and always willing to help, talking through customers’ project requirements to provide the best solution.

“People are at the heart of everything we do here at strukta and we're committed to ensuring our customers get exactly what they need, when they need it, where they need it”

- Myles Moggach, Sales & Marketing Director at strukta

 

Key stats

If you are still wondering why customer service is so important, here a few eye-opening statistics:

1. 50% of consumers are likely to switch brands if a company doesn’t anticipate their needs – Salesforce

Without the relationships our customer service team build, we wouldn’t be anywhere near as informed about our customers’ needs and upcoming projects. It’s this knowledge and level of trust that enables us to anticipate their needs, saving them time and hassle.

 

2. Loyal customers are 5x as likely to repurchase, 5x as likely to forgive, 7x as likely to try a new offering, and 4x as likely to refer - Temkin Group

When we look after our customers, they look after us too. Because we take the time to understand and support our customers wherever possible, delivering a top-level service, we have a lot of repeat custom.

 

3. 75% of consumers expect a consistent experience wherever they engage (e.g., website, social media, mobile, in person) - Salesforce

It’s not just customer service over the phone or in emails that we prioritise. All of our marketing efforts and customer service channels are maintained by staff who share our dedication to quality customer service. These experiences include but aren’t limited to: our website (from the search bar to checkout), social media, newsletters and Trade Stores.

strukta's customer service team 2018

Why repeat custom is a key indicator

We believe that you can judge the longevity and service level of a company by the number of repeat customers. For industries such as construction, customers need to purchase building materials frequently. If you have provided a great service and delivered quality products at a competitive price, customers will return. A good salesperson can sell anything once, but repeat custom takes great customer service. Great customer service needs cross team collaboration. After all, good customer service isn’t the responsibility of a department, it’s the whole company working together.

If you’re looking for building materials for your next construction project, take a look at our website, visit one of our trade stores or call our customer service team on 033 33 21 00 13 to discuss your project requirements.

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