Supply chain disruption looms as Australian transport workers vote on action ● New Zealand procurement reforms show early implementation progress ● Australian parliamentary inquiry to examine essential supply chain resilience ● MP challenges Federal Government to turn Australian-made message into procurement mandate ● Victoria’s Big Build procurement practices set for royal commission scrutiny ● Forensic tomato testing raises supply chain traceability and forced labour concerns ● Procurement hiring reaches three-year high as contract demand surges ● Operation Kingfisher findings prompt calls for ACT procurement overhaul ● Australian Modern Slavery Act set for biggest overhaul since 2018 ● New Zealand finalises Singapore supply pact as Kiwi businesses face ongoing disruption

Why your suppliers hold the key to customer delight

SoF SRM Research

In last year’s SRM Research, State of Flux found that suppliers are responsible for up to 50 percent of a company’s end-customer experience.

That means the final mile of your customer experience is often delivered by someone who works for you indirectly, namely your suppliers; whether it is a product on a shelf, a service interaction or a digital touch-point. 

This insight is changing the way leading organisations view supplier relationships. They are not just a cost centre, but a critical part of the customer experience.

From ‘Customer of Choice’ to ‘Customer Delight’

Building on this, the 2025 SRM Research from State of Flux explores how strong supplier relationships can directly enhance your end-customer experience. While being a supplier’s customer of choice already brings well-known benefits, such as improved pricing and reduced risk, it comes with many more untapped opportunities.

Suppliers who prioritise your business will go above and beyond. They’ll bring their best people, share innovations earlier, and ensure responsiveness and quality when it matters most. In short, they’ll help you delight your customers.

Take part in the 2025 SRM Research

State of Flux’s 17th Annual SRM Research Survey is the world’s largest and most respected study of supplier management practices. The research will help you unlock valuable insights on how the supplier experience directly impacts end-customer experience.

By taking part, you’ll receive:

  • A personalised benchmark report comparing your organisation’s supplier management maturity to industry peers and global standards – clearly showing where your strengths and gaps lie
  • Insights that have already helped hundreds of procurement professionals build stronger business cases for investment in their supplier management
  • The option of a tailored debrief with State of Flux experts to explore your results in more detail
  • A printed copy of this year’s SRM Research Report, packed with real-world case studies, fresh data and strategic insights. View previous SRM reports here
  • An exclusive invitation to attend an in-person SRM Summit in London, Chicago or Melbourne later this year, where you can network with peers and hear from industry leaders


The survey takes around 20 minutes to complete. For the best results, involve colleagues across procurement, operations, finance and other functions to get a full view of your supplier management maturity.

Take the survey