Stripe CEO Highlights Customer Feedback Strategy: “Clear Input” Sought Twice Weekly

Stripe, the digital payments platform, is taking a unique approach to customer engagement by inviting users to join its management meetings twice a week. The goal? To gather "clear feedback."

In an April 8 post on X (formerly Twitter), Stripe CEO Patrick Collison shared that the company regularly includes a customer in the first 30 minutes of its leadership meeting, which is attended by around 40 senior leaders from across the company.

"While we already have a number of customer feedback mechanisms in place, this approach always sparks new ideas and lines of inquiry," Collison wrote.

This is part of Stripe’s broader customer-focused strategy. Founded in 2010, Stripe is now considered one of the world’s most valuable private fintech companies, with a recent valuation of $91.5 billion.

Over the years, some startups have criticized Stripe for favoring its larger enterprise clients, sometimes at the expense of the smaller businesses it originally set out to serve. However, the company’s growth suggests it’s doing many things right. In his annual shareholder letter published in February, Collison noted that Stripe processed $1.4 trillion in payments in 2024—an impressive 38% increase over the previous year.

The letter also highlighted that Stripe is now used by half of the Fortune 100 companies, underscoring its evolution from a startup-centric platform to a major enterprise player.

Responding to a comment from Cloudflare’s CTO on X, asking when their company would be invited to one of these sessions, Collison replied, “Would love to have you… will reach out.”

Still, not all feedback has been glowing. One investor commented, “Hey Patrick — you know I admire @Stripe, but you really need to address how bad things have gotten for the indie community. I sent a support request a week ago—no response. Things are overly complex. There’s more, but it’s a mess.”

Many users, however, applauded Stripe’s initiative. One user commented, “Love this. It keeps the culture focused on what matters and helps align with reality.”

Naturally, some Stripe users also took the opportunity to air their own grievances in the replies. Yet the initiative did win praise from one particularly high-profile supporter: Elon Musk simply replied, “Good idea.”