How Deliveroo uses Insight Streams to channel customer voices into strategy

In today ’s retail jungle, customer expectations evolve faster than your team can manage—and if you’re not keeping up, you’re falling behind. Yet too many organisations are still flying blind, clinging to outdated metrics like NPS or yesterday’s competitor benchmarks while the world races ahead.

This case study explores how Deliveroo embedded multiple Insight Streams across key strategic areas, each aligned to specific business objectives:

• Product and strategy direction—enabling faster, more confident decisions based on what customers actually need now.

• Cross-functional alignment—embedding insight into the weekly rhythm of product, design, and leadership teams.

• Global growth opportunities—accelerating international expansion with culturally tuned, market-specific input.