Case Study: Grubhub achieves 1.1M+ social engagements and increased customer trust with Talkwalker

How Grubhub listened to customers to deliver excellence

Grubhub (and sister brand Seamless) is a last‑mile food delivery company that faced major shifts in 2020 — from safety fears about strangers delivering food to pandemic-driven financial strain and cabin fever — plus an unexpected social media spike around a TV spot. The challenge was to quickly understand changing community concerns and respond in ways that kept customers and drivers safe while supporting partner restaurants.

By using Talkwalker social listening, Grubhub crafted targeted safety communications, launched a daily discount program and pick‑up/al fresco campaigns, and leveraged a viral moment into engagement with memes and the #DeliverTheRemix contest. The team tracked roughly 40k mentions of the spot in a month and generated 651k engagements from memes and 1.1M engagements for the contest, boosting delivery volume, protecting reputation, and strengthening customer connection.

Grubhub