Stripe has a clever way of getting client feedback — by inviting them to internal discussions.
A Fresh Take on Listening to Users
Stripe, the fintech powerhouse known for powering digital payments for tech giants like Amazon and Google, is gaining attention not just for its financial muscle — but for how it listens to customers. CEO Patrick Collison recently shared on X (formerly Twitter) that Stripe invites one customer to join its biweekly executive team meeting and speak for 30 minutes, offering raw, unfiltered feedback.
Around 40 of the company’s top leaders attend these meetings, giving the customer a rare opportunity to address decision-makers directly.
Elon Musk Calls It a “Good Idea”
The idea resonated with Elon Musk, who responded to Collison’s post with a simple but supportive, “Good idea.” The endorsement from Musk, known for leading major tech firms like Tesla and SpaceX, added visibility to Stripe’s already buzzworthy feedback model.
More Than Just Surveys and Forms
While Stripe already uses traditional feedback tools like a Complaint Submission Form and a dedicated email (complaints@stripe.com), Collison noted that these in-person feedback sessions consistently spark new ideas and investigations. The personal, real-time nature of these meetings seems to drive deeper insights than digital channels alone.
Stripe’s Dominance in Fintech
Founded in 2010 by brothers Patrick and John Collison, Stripe has grown into a key player in global payments. The company processes more than $1.4 trillion in annual transactions and serves half of the Fortune 100, including brands like Nvidia, PepsiCo, and Comcast.
Stripe is also positioning itself as the “revenue engine of the AI era,” with nearly 80% of the Forbes AI 50, including Anthropic and Anysphere, using its platform.
A $91.5 Billion Valuation — and Counting
In February 2024, Stripe was last valued at $91.5 billion, making it one of the most valuable private fintech startups in the world.