Stripe is taking transparency to a new level. In a move rarely seen in big tech, the payments giant is now inviting customers to join its executive team meetings every two weeks. The goal? To hear unfiltered, real-time feedback—directly from users.
Stripe CEO and co-founder Patrick Collison shared the update in an April 8 post on X (formerly Twitter). He explained that during these bi-weekly meetings, a customer joins the first 30 minutes of the session. Which includes about 40 of Stripe’s top leaders. “Even though we already have a lot of customer feedback mechanisms, it somehow always spurs new thoughts and investigations,” Collison noted.
This strategy isn’t just a PR stunt—it’s an unusual but intentional approach from a fintech leader valued at $91.5 billion. Founded in 2010, Stripe has long been known for simplifying online payments. But as it’s grown, some startups have grumbled that Stripe now caters more to enterprise clients than the indie developers and small businesses that once made up its base.
Still, the numbers speak for themselves. In his February annual letter, Collison revealed Stripe processed $1.4 trillion in payments in 2024. Marking a 38% increase from the previous year. The company also highlighted that it’s now used by half of the Fortune 100. Solidifying its status as an enterprise heavyweight.
The new feedback initiative seems to reflect a growing awareness of the need to stay connected with users of all sizes. While some customers applauded the move, others took the opportunity to voice concerns.
One investor responded to Collison’s post, saying: “Hi Patrick – you know I admire @Stripe. But you should pay attention to the extent things have degraded for the indie community using Stripe. I messaged support a week ago – no reply, things are super complicated. There’s more stuff, but it’s a mess.”
Another user commented: “Love this. Keeps the culture focused on what matters and helps reconcile reality.” Even Elon Musk chimed in with a brief but supportive: “Good idea.”
There’s no doubt the fintech giant is evolving, but the latest initiative suggests Stripe wants to keep a pulse on the customer experience. Whether it’s a billion-dollar enterprise or a scrappy startup.
