Case Study: Fairfax Media achieves 25% cost reduction and a 15-point NPS increase with Zendesk

With Zendesk Support, Fairfax media reduced cost by 25%

Fairfax Media is a digitally progressive media company in Australia and New Zealand (founded 1959) serving 200K+ subscribers. To build lasting reader relationships—whether or not someone is a subscriber—the company needed a more responsive, accountable support system and faster ways to track CRM and NPS performance.

By adopting Zendesk Support as their ticketing, CRM, NPS reporting, and agent-tracking platform, Fairfax cut costs by 25%, lifted NPS by 15 points, and dramatically improved first-contact resolution. The platform also sped up rollouts—features and surveys now take about a week instead of months—enabling better cross-team accountability and faster customer service.

Fairfax Media

Andrew Porter

Director of Customer & Subscriptions