Case Study: DoorDash turns Dasher feedback into clear priorities with Thematic

DoorDash processes thousands of Dasher surveys in minutes with Thematic

DoorDash, a major online food delivery company, faced the challenge of understanding feedback from its vast network of over a million delivery drivers, known as Dashers. Manually analyzing thousands of survey responses with pivot tables and keyword searches was slow and inefficient, making it difficult to identify the key drivers of Dasher satisfaction and prioritize improvements. To tackle this, DoorDash's marketing team turned to the analytics platform from vendor Thematic.

Using Thematic, DoorDash was able to automatically process thousands of feedback responses in minutes, surfacing the key themes impacting their Net Promoter Score (NPS). This revealed that work flexibility was a critical driver of satisfaction, which directly shaped marketing campaigns and led to a new reward system for top Dashers. Thematic also provided an early alert for an emerging issue, allowing DoorDash to prioritize and implement changes across its app and systems. The vendor's solution enabled the team to see the real-time impact of these changes, improving retention and building trust within the organization.

DoorDash