Stripe is taking customer feedback seriously—and not just through surveys or support tickets. According to co-founder and CEO Patrick Collison, the fintech giant now invites a customer to join its executive team meetings every two weeks to gather real, unfiltered insights.
In a post shared on April 8 via X, Collison explained that each bi-weekly session kicks off with a 30-minute conversation with a Stripe user. Around 40 senior leaders from various departments attend these meetings, making the feedback immediately accessible to decision-makers.
“Even though we already have a lot of customer feedback mechanisms, it somehow always spurs new thoughts and investigations,” Collison noted.
This hands-on approach is part of Stripe’s effort to stay connected with its vast user base—especially as it continues to scale. Founded in 2010, Stripe has grown into the most valuable private fintech company globally, with its latest valuation pegged at $91.5 billion. In 2024 alone, the platform processed $1.4 trillion in payments, marking a 38% year-over-year increase.
While many users applauded the initiative, some small businesses used the opportunity to voice concerns about Stripe’s recent support performance. One investor chimed in, highlighting slow support response times and complex processes: “Things have degraded for the indie community using Stripe,” they said.
The tension underscores a broader perception: that Stripe is leaning more toward enterprise clients than the smaller startups it once championed. However, the data suggests otherwise—Stripe’s own letter to shareholders in February revealed that it now serves half of the Fortune 100, illustrating its evolution into a core infrastructure provider for major corporations.
The X post even sparked direct engagement from other tech leaders. When Cloudflare’s CTO asked when his team would be invited, Collison replied, “Would love to have you guys…will reach out.” Elon Musk also weighed in with a short but supportive “Good idea.”
Despite the occasional criticism, many praised Stripe’s leadership for embedding customer conversations into its top-level strategy. One comment summed it up well: “Love this. Keeps the culture focused on what matters.”
Whether it’s a smart PR move or a deep commitment to user experience, Stripe’s direct feedback loop with customers may help bridge the growing gap between its startup roots and enterprise ambitions.
