Case Study: Grubhub boosts campaign understanding and conversion with UserTesting

Grubhub delivers campaign insights in 24 hours with UserTesting

Grubhub, a leading food-ordering platform, faced the challenge of ensuring its high-stakes "No Fees" campaign was clearly understood and trusted by customers. The company needed to validate that the bold offer translated into customer comprehension and conversion, as any confusion could have caused the campaign to lose momentum. To address this, Grubhub turned to the vendor UserTesting for rapid human insight.

UserTesting provided a solution by enabling Grubhub to launch quick "think aloud" studies with real users, delivering actionable feedback within 48 hours. This allowed product, marketing, and creative teams to optimize the campaign in real time. As a result of using UserTesting, Grubhub successfully clarified the offer, reduced customer skepticism, and achieved significant business outcomes including increased average order value and stronger engagement from new diners.

GrubHub