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Swanline Gets A Major Customer Survey Satisfaction Boost

Wednesday, December 02, 2015

Press release from the issuing company

A survey of trade-only supplier Swanline Print’s customers has revealed very high customer satisfaction levels with the service it provides. The survey, which took place during October 2015, asked almost 500 existing customers a number of key questions as part of the firm’s ongoing commitment to meeting and exceeding customer expectations.

The response from customers, which has delighted the firm’s directors, records a massive 92% of respondents being either very satisfied or satisfied with the core aspects of Swanline’s business. An even more impressive 98.5% said that they were very satisfied or satisfied with the quality of the service they receive, while 93% were very likely or likely to recommend Swanline to another company.

There were also a few minor surprises for Swanline, which is an exclusively trade to trade corrugated supplier dubbed by the sector as the industry’s secret service. Almost half of the customers surveyed did not realise that the company offers undercover logistics and one even requested that they would like Daniel Craig to be their new account manager!

In keeping with the secret service theme all respondents have been sent a cocktail book so that they can make a decent version of one of James Bond’s famous mixed drinks.

Nick Kirby, Swanline Print’s managing director, said: “We are very pleased with the response from our customer base and the enthusiasm shown for the extensive range of trade services Swanline Print offers. Obviously Swanline is not a company to rest on its laurels and over the coming months we’ll be building on the feedback from customers to highlight some of the services they didn’t realise we do such as undercover logistics and optional fast track, ultra-fast production lead-times.”

In addition to these high levels of customer satisfaction, award-winning Swanline is also toasting its success in the November 2015 prestigious UK Packaging Awards where it was ‘Highly Commended’ for a Christmas beer advent calendar. Judges noted that it was a fun and innovative design as well as being perfect for beer-lovers over the festive season.

At the forefront of confidential print and conversion services, Swanline has made a significant investment in new digital print technology to meet the demands of brands and retailers. This forward-thinking attitude has been key to the company’s growth and digital output now accounts for more than 30% of its £12m turnover. Nonetheless, the traditional analogue print options of screen and offset litho are still major contributors to the business.

The company’s ability to react to market change and invest in new technologies gives their customers the tools to exploit opportunity that can otherwise be lost. Swanline recognised that to sustain growth, they had to adjust to shorter lead times, be able to offer lower cost short production runs and higher quality product. The recent customer survey validates the directors’ belief that this was being achieved.

The company’s focus remains on continuous improvement whilst investing to protect its customers’ market position. From materials to design, to manufacture and delivery, Swanline’s reputation for service and confidentiality appears well founded.


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