February is upon us and we’re delighted to say that 2012 has begun at a cracking pace – so much so that we’re only just now able to pause for thought! The Christmas lights might have been taken down but the year ahead is looking bright -though before we can leap into our new year plans we must first say goodbye to the last one! 2011 was nothing if not worthy of consideration…
We began 2011 with a vow to provide our customers with the best service at every level. Huge strides were taken to improve our delivery service (more on that later!) and midway through the year we partnered with the independent review website TrustPilot, aiming to really gain insight into customer satisfaction. In only a few months we accumulated close to 1,000 positive customer reviews relating to our products and service – thank you to everyone who wrote in! We are more determined than ever to maintain and indeed exceed this standard of service in 2012.
One wonderful example of a customer well-satisfied was the case of Bea’s of Bloomsbury; after fitting out their Bloomsbury branch with our wenge worktops, the luxury tea shop received critical acclaim for their interior design – winning the New Store Europe Retail Week Interiors Award for Best Small Shop.
2011 was also a year of exciting expansion. Over 20,000 orders were completed over twelve months: a 50% increase on 2010! Furthermore, in demonstration of our commitment to service, we worked on broadening the range of options available to our customers. This was realised both in terms of product choice and delivery.
We expanded our product selection to include Deluxe Walnut, End Grain Butcher Blocks, and various Full Stave worktops in timbers including zebrano, wenge and maple. This expansion has strengthened our position as the UK’s leading online solid wood worktop specialist (with over 20 different stocked ranges).
Our appreciation and love of solid wood has continued to grow; indeed, 2011 allowed us to realise the possibilities offered by this wonderful natural material by extending our specialist knowledge beyond worktops to other products. As such, the successful launch of our solid wood kitchen cabinet range was a real highlight of 2011 – we now stock a comprehensive selection of cabinets, drawers and doors (doors also supplied in a variety of finishes such as sanded, lacquered or hand painted). We also augmented our bespoke service, giving the Worktop Express fabrication team the chance to really show what they can do. This action paved the way for our fabrication sale in January 2012 which has been a terrific success!
Worktop Express continued to prioritise customer service with an enhancement of delivery options. Indeed, the implementation of our own in-house 2Man delivery service was perhaps the biggest and proudest step Worktop Express took in 2011: beginning with just one van in January 2011, we worked hard to eliminate any kinks by trialling the service thoroughly before expanding to southern and central England in March. The huge success of this trial period allowed us to expand rapidly, covering the whole of the UK by summer – making us the only solid wood worktop specialists in the country to offer an in-house, next-day, two-man delivery service nationwide! Our subsequent partnership with an external two-man courier also proved valuable, adding real flexibility to our burgeoning service. As a result of these changes we ended the year with a fantastic first-delivery success rate of 99%.
So what next for Worktop Express? Where to start! Plans are afoot to expand our in-house 2Man delivery service even further, we’re hard at work designing our showroom which is set to open in spring… and much more!
Goodbye for now: we hope you enjoyed 2011 as much as we did and look forward to helping you in 2012.