Case Study: Harris Farm Markets achieves 2x increase in repeat orders with RJMetrics

Harris Farm Markets Premium Grocery Chain Uses RJMetrics to Increase Repeat Orders by 2x

Harris Farm Markets is a family‑owned premium grocery chain in Sydney with 24 stores that launched online grocery delivery in 2013. They measured Net Promoter Score to guide customer experience but struggled with double survey responses and disconnected datasets, leaving them unable to link feedback to specific orders, drivers, or stores and therefore unable to take fast, targeted action.

Using RJMetrics to centralize survey, ecommerce and support data, Harris Farm linked NPS responses to Zendesk and order history, built store-level dashboards and automated workflows to resolve low‑score cases. Operational fixes (like scanners and an app for pickers) and postcode‑targeted marketing followed. The result: repeat orders doubled and new customer acquisition rose 51% year‑over‑year, with more efficient, lower‑cost marketing.

Harris Farm Markets

James Kerridge

Online Operations Manager