Case Study: Harris Farm Markets improves customer experience and unifies support channels with Zendesk Support

How Harris Farm Markets uses Zendesk Support to listen honestly and respond to its customers

Harris Farm Markets is a family‑owned Australian grocery chain with 23 stores, a growing eCommerce business and 11 million customers a year. As it focused on becoming more customer‑centric, the company struggled with fragmented customer data across stores, head office, contact centre, social channels and NPS surveys, leaving it unable to identify which interactions drove customer satisfaction.

By adopting Zendesk Support, Harris Farm consolidated voice and all customer channels into a single ticketing and analytics platform. The team gained measurable KPIs, clearer management visibility, and unified qualitative and quantitative feedback—enabling organized processes, faster local responses, and data‑driven, macro‑level decisions to improve the customer experience.

Harris Farm Markets

James Kerridge

Online Operations Manager