Alexandra Motto, Director of Product Ops, shared that the company’s growth has made it tougher to handle the huge amount of customer feedback they receive. Managing data from various sources like NPS, Salesforce, Google Play, and the App Store became a big challenge, affecting their ability to quickly address issues quickly.
In early 2023, Alex's team started using Anecdote to bring all their feedback into one spot. Now, Anecdote automatically reviews the data daily and shows it in clear, actionable dashboards, which helps the team stay on top of things and respond more effectively.
Using Anecdote for instant AI survey analysis
Their team used to spend hours manually reviewing survey data before taking action—tagging each survey result and then copying and pasting into their data rooms was a really laborious process.
In early 2024, they began using Anecdote to make the process smoother. With Anecdote's AI survey analysis, they can send surveys through SDK, email, or WhatsApp, and instantly get AI-driven results. This way, instead of spending time digging through data, they can focus on making decisions that actually move things forward.
We're not just using it to analyze customer feedback, but also to gain deeper insights into our competitors and survey data
Alexandra Motto
Director of Product Operations, Grubhub
Understanding how to differentiate by analyzing competitor feedback
It was challenging for them to figure out what set their brand apart from competitors like UberEats and Deliveroo. But Anecdote's competitor analysis feature has made it easier by analyzing feedback about other companies. The insights they get from this help guide their product decisions and keep Grubhub competitive in the market.
Aligning teams with weekly feedback reports and dashboards
Anecdote's weekly email feedback reports have become crucial for keeping over 80 team members across Grubhub informed. They capture key themes, pain points and issues, ensuring everyone is aligned. This insight has been a pivotal factor in driving our quarterly roadmap decisions
Alexandra Motto
Director of Product Operations, Grubhub
The product team also struggled to make accurate decisions from feedback, especially when some stakeholders were left out of the loop. Anecdote's reports solved this by delivering up-to-date feedback themes and direct quotes, which are shared across the company every week. This has helped keep everyone on the same page.
Dashboards have been set up to track and break down key issues like delivery, orders, pricing, and churn. Now, stakeholders can quickly check Anecdote for real-time customer insights in business areas like delivery performance, and food quality.
With reliable, easily accessible data, Grubhub's decision-making has become much more effective, backed by solid, trustworthy information.
If you're interested in how Anecdote can help streamline your feedback process and provide real-time insights, feel free to reach out to the team for a quick 15-minute discovery call. They'll be happy to walk you through how it can work for your business!