"I love the 2,000 word emails, especially from Dashers, who will give many use cases of why the logistics algorithm broke for them. Many of the short emails I get don't contain helpful details."
"I go in through our debugging tools, and I literally track the order and every single step. Many of the messages are not very positive emails, but I respond anyway because I feel a responsibility to solve the problems that they face."
"The greatest killer of a business is usually silence. Here, they care enough to actually let me know something went wrong in their experience."
Tony Xu appreciates long emails from customers and Dashers that detail issues with the DoorDash app. He finds these messages contain valuable insights that help identify problems. Xu reviews order data and uses debugging tools to track issues. He receives hundreds of messages weekly, many of which highlight specific order problems. Despite receiving negative feedback, he responds to all messages, believing that addressing concerns is crucial for business success. Xu emphasizes that silence can be detrimental to a business, and he values the communication from users.
Read at www.businessinsider.com
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