Question for Grubhub AMA on aligning stakeholders

This is something that can be straightforward, and can at other times, be a bit of a discovery process! For our sentiment work with NPS (Net Promoter Score)- the work that was highlighted by our Torchie Award- this was an exceptionally long and iterative process.

When we first started collecting Net Promoter Scores from restaurant customers, we had no idea what the end result was going to be. The only thing we knew was that the business needed a better way to understand customer sentiment. We decided to start with our primary “triad” of stakeholders that we typically align with for the majority of our KPIs and objectives- Marketing (us), Revenue Operations, and Customer Success. 

I set up a recurring meeting with key stakeholders from each group, and began to report on sentiment scores. My meetings were usually 50/50 insights sharing to open discussion- this was intentional in order to get a pulse on the types of questions our primary stakeholders had. We quickly realized that all of our stakeholders were most interested in leveraging NPS to improve sentiment with high value customers at scale. 

From here, we were able to identify the right secondary stakeholders who should be involved in the creation of an outreach process. As we continue to evolve, we continue to think about what the next phase of NPS should be, and who should be involved to make it happen.