Improving Customer Relationships with NPS Strategies with Ausfine Foods
Discover how Ausfine Foods uses NPS and customer feedback to strengthen relationships, uncover growth opportunities and make customer experience a measurable part of its business strategy.
For Ausfine Foods, customer advocacy has become a key part of building strong, sustainable business relationships.
Steve Helliger shares how Ausfine Foods uses Resonate CX to measure customer sentiment, turn feedback into meaningful conversations and uncover opportunities that have helped strengthen relationships and support growth.
Turning Customer Feedback Into Stronger B2B Relationships
NPS can turn customer advocacy into a measurable business focus
Ausfine Foods introduced NPS to better understand customer advocacy and make customer experience a tangible part of its business strategy.
Every response can reveal an opportunity
Rather than focusing only on promoters and detractors, Ausfine Foods treats every response as an opportunity to learn, engage and take action.
Customer feedback can uncover new growth opportunities
One overseas customer’s feedback opened the door to a deeper relationship, eventually becoming one of Ausfine Food’s largest accounts.
NPS works best when it starts a conversation
The team uses feedback as a reason to engage—thanking customers for positive experiences and following up quickly when responses highlight concerns or opportunities.
More surveys don’t necessarily mean better feedback
Ausfine Foods learned to move away from frequent surveying and focus on meaningful touchpoints, helping improve engagement and response rates.
Combining NPS and CSAT creates a fuller customer view
NPS measures the overall relationship, while transactional CSAT helps identify specific moments that may be affecting the customer experience.
Ausfine Foods is an Australian food trading and supply partner connecting global customers with quality dairy, meat and food products through sourcing, supply chain and market expertise.
B2B Food Trading
HEADQUARTERSVictoria, Australia
We Are the Right CX Partner for You
Speak to us and find out how we can help your business thrive.
Recognised for CX Excellence: Summer 2026
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