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Shake Shack is
Ranked
#27
in
Travel and Hospitality Brands
Brand Page
Shake Shack
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Shake Shack is ranked #27 in Travel and Hospitality Brands

About Shake Shack's Brand

Shake Shack is a modern day "roadside" burger stand known for its all-natural burgers Shake Shack’s brand is ranked #285 in the list of Global Best Brands, a carefully curated list of recognized brands as rated by customers of Shake Shack. When compared to other organizations within the Travel and Hospitality industry, Shake Shack is ranked #27. Among its major competitors, Shake Shack is ranked in 2nd place for NPS while In-N-Out Burger is 1st, and Subway is 3rd. Their current market cap is $4.43B.

Brand at a Glance

73%
Customer Loyalty
4.2/5
Product Quality
3.9/5
Pricing
4.2/5
Customer Service
Shake Shack CMO
  Shake Shack CMO

Jay Livingston

Jay Livingston serves as the Chief Marketing Officer of Shake Shack. Jay started at Shake Shack in January of 2019. Jay currently resides in the Greater New York City Area.

Shake Shack Ranking

Shake Shack NPS

Shake Shack's Net Promoter Score (NPS) is a 56 with 68% Promoters, 20% Passives, and 12% Detractors. Net Promoter Score tracks whether Shake Shack's customers would recommend using the product based on a scale of -100 to 100.

Shake Shack Overall NPS

56
NPS
68%Promoters
20%Passives
12%Detractors
Shake Shack Overall NPS

Shake Shack NPS Trend

-100
-50
0
50
100
Feb 2021
56
Feb 2021Feb 2021
Mar 2021
58
Mar 2021Mar 2021
Apr 2021
60
Apr 2021Apr 2021
May 2021
62
May 2021May 2021
Jun 2021
63
Jun 2021Jun 2021
Jul 2021
63
Jul 2021Jul 2021
Aug 2021
62
Aug 2021Aug 2021
Sep 2021
65
Sep 2021Sep 2021
Oct 2021
59
Oct 2021Oct 2021
Nov 2021
56
Nov 2021Nov 2021
Dec 2021
55
Dec 2021Dec 2021
Jan 2022
56
Jan 2022Jan 2022

How Other Brands Compare

Shake Shack is ranked second for NPS among its competitors. In-N-Out Burger and The Cheesecake Factory come in first and third, with Smashburger coming in at #4. Among those competitors, it is the second most valued company.

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Shake Shack's Logo
Shake Shack
In-N-Out Burger's Logo
In-N-Out Burger
Smashburger's Logo
Smashburger
The Cheesecake Factory's Logo
The Cheesecake Factory
Global Ranking#285#15#-#-
NPS5668-60-24
Social Sentiment Calculated by analyzing social media and other online mentions-Neutral-Neutral
Valuation Updated every 24 hours for public companies$4.43B-$4.06B$2.40B

What is NPS

Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"

Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.

Shake Shack NPS by Gender

Shake Shack's NPS was rated 69 by both Female and Male customers on Comparably.

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Male

69

Shake Shack's NPS was rated 69 by Male customers on Comparably.

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69%
Promoters
31%
Passives
0%
Detractors

Female

69

Shake Shack's NPS was rated 69 by Female customers on Comparably.

Sign Up to learn about Shake Shack's NPS Score rated by Female customers on Comparably.
75%
Promoters
19%
Passives
6%
Detractors

Shake Shack NPS by Ethnicity

Shake Shack's NPS was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.

Sign Up for Brand Profile PRO to get the full NPS by Ethnicity data of Shake Shack.
-100
-50
0
50
100
Caucasian
86
Caucasian86
Asian or Pacific Islander
100
Asian or Pacific Islander100
Other
50
Other50

Shake Shack NPS by Age

Shake Shack's NPS was rated the highest by customers ages 31-35, and the lowest by customers ages 36-40.

Sign Up for Brand Profile PRO to get the full NPS by Ethnicity data of Shake Shack.
0
20
40
60
80
100
Promoters
73%
Passives
27%
Detractors
0%
18-2573%27%0%
Promoters
67%
Passives
33%
Detractors
0%
26-3067%33%0%
Promoters
100%
Passives
0%
Detractors
0%
31-35100%0%0%
Promoters
67%
Passives
33%
Detractors
0%
36-4067%33%0%
Promoters
100%
Passives
0%
Detractors
0%
51-55100%0%0%

Shake Shack NPS by Usage

Shake Shack's NPS was rated the highest by customers who have used Shake Shack's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.

Sign Up for Brand Profile PRO to get the full NPS by Usage data of Shake Shack.
-100
-50
0
50
100
Less than 1 Year
33
Less than 1 Year33
1 to 2 Years
100
1 to 2 Years100
2 to 5 Years
87
2 to 5 Years87
5 to 10 Years
75
5 to 10 Years75

Shake Shack NPS vs. Competitors

Compared to its competitors, Shake Shack's NPS is rated right above Subway, and is preceded by In-N-Out Burger.

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Shake Shack's Logo
VS
In-N-Out Burger's Logo
Subway's Logo
The Cheesecake Factory's Logo
Steak n Shake's Logo
Smashburger's Logo

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Shake Shack NPS vs Companies in Travel and Hospitality

In the Travel and Hospitality industry, Shake Shack's NPS is rated right above Delta Air Lines, and is preceded by Southwest Airlines.

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Shake Shack's Logo
VS
In-N-Out Burger's Logo
Southwest Airlines' Logo
Delta Air Lines' Logo
Chipotle's Logo
Dunkin' Logo
Starbucks' Logo
Ritz-Carlton's Logo
Airbnb's Logo

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Shake Shack Customer Reviews

Out of the 4 Shake Shack customer reviews 3 were positive and 1 was constructive. Shake Shack customer reviews reflect that more than half of the customers have a favorable experience using the products/services of the company.

What do you value most about this brand?
This is thee best restaurant i have ever been to
Review from New York, NY / Male / Asian or Pacific Islander / 18-25Posted 4 days ago
What do you value most about this brand?
Food is awesome every time
Review from New York, NY / Non-Binary / Other / 36-40Posted 15 days ago
What do you value most about this brand?
fast food burgers good quality
Review from New York, NY / Male / Caucasian / 18-25
What can this brand most improve?
customer service - a long way to go
Review from New York, NY / Female / Other / 66+

Shake Shack Customer Loyalty

73%

Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.

73% of Shake Shack users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"

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73
73%
27
27%
Shake Shack Customer Loyalty

Shake Shack Customer Loyalty Score by Gender

Female customers rated Shake Shack's Customer Loyalty score 10% higher than Male customers.

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Male
79%
Yes
Female
89%
Yes

Shake Shack Customer Loyalty Score by Ethnicity

Shake Shack's Customer Loyalty score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.

% who answered "Yes"

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87
out of 100
Caucasian
100
out of 100
Asian or Pacific Islander
78
out of 100
Other

Shake Shack Customer Loyalty Score by Age

Shake Shack's Customer Loyalty score was rated the highest by customers ages 18-25, and the lowest by customers ages 31-35.

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0
20%
40%
60%
80%
100%
18-25
92%
18-2592%
26-30
70%
26-3070%
31-35
70%
31-3570%
36-40
85%
36-4085%
51-55
78%
51-5578%

Shake Shack Customer Loyalty Score by Usage

Shake Shack's Customer Loyalty score was rated the highest by customers who have used Shake Shack's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.

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Less than 1 Year
70%
1 to 2 Years
90%
2 to 5 Years
82%
5 to 10 Years
78%

Shake Shack Customer Loyalty Score by Industry

Shake Shack's Customer Loyalty score was rated the highest by Accounting industry customers, and the lowest by Hospitality industry customers.

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Tech
100%
Accounting
100%
Hospitality
64%
Restaurants
70%

Shake Shack Customer Loyalty vs. Competitors

Compared to its competitors, Shake Shack's Customer Loyalty score is rated right above The Cheesecake Factory, and is preceded by In-N-Out Burger.

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Shake Shack's Logo
VS
In-N-Out Burger's Logo
The Cheesecake Factory's Logo
Subway's Logo
Steak n Shake's Logo
Smashburger's Logo

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Customer Loyalty for Other Travel and Hospitality Brands

In the Travel and Hospitality industry, Shake Shack's Customer Loyalty score is rated right below Airbnb.

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Shake Shack's Logo
VS
In-N-Out Burger's Logo
Delta Air Lines' Logo
Southwest Airlines' Logo
Dunkin' Logo
Ritz-Carlton's Logo
Starbucks' Logo
Chipotle's Logo
Airbnb's Logo

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Shake Shack Product Quality

4.2/5

Shake Shack has an overall Product Quality score of 4.2 out of 5 stars rated by its users and customers.

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Shake Shack Product Information

Shake Shack’s product quality score is a 4.2 out of 5 as rated by its users and customers. Reviewers from the Hospitality industry rated Shake Shack's product the highest. Reviewers from the Tech industry rated Shake Shack the lowest at 4.3.

Website
https://www.shakeshack.com/
Company Size
1,001-5,000 Employees

Industry

Consumer Services

Quick Insights into Shake Shack Product Quality

Shake Shack's Product Quality score was rated highest by customers ages 51-55, and rated lowest by Other customers.

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Ranked Shake Shack Product Quality the Highest

51-55
5
Asian or Pacific Islander
5
Hospitality
5

Ranked Shake Shack Product Quality the Lowest

Tech
4.3
26-30
4
Other
3.9

Shake Shack Product Quality Score by Gender

Male customers rated Shake Shack's Product Quality score 0.3 stars higher than Female customers.

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Male

4.6/5

Female

4.3/5

Shake Shack Product Quality Score by Ethnicity

Shake Shack's Product Quality score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.

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0
1
2
3
4
5
Caucasian
4.5
Caucasian4.5
Asian or Pacific Islander
5
Asian or Pacific Islander5
Other
3.9
Other3.9

Shake Shack Product Quality Score by Age

Shake Shack's Product Quality score was rated the highest by customers ages 51-55, and the lowest by customers ages 26-30.

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0
1
2
3
4
5
18-25
4.6
18-254.6
26-30
4
26-304
31-35
4.1
31-354.1
36-40
4.8
36-404.8
51-55
5
51-555

Shake Shack Product Quality Score by Usage

Shake Shack's Product Quality score was rated the highest by customers who have used Shake Shack's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.

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Less than 1 Year
4.4
1 to 2 Years
4.6
2 to 5 Years
4.8
5 to 10 Years
4.7

Shake Shack Product Quality Score by Industry

Shake Shack's Product Quality score was rated the highest by Hospitality industry customers, and the lowest by Tech industry customers.

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Tech
4.3
Accounting
4.7
Hospitality
5
Restaurants
4.6

Shake Shack Product Quality vs. Competitors

Compared to its competitors, Shake Shack's Product Quality score is rated right above Subway, and is preceded by In-N-Out Burger.

COMPANYProduct Quality Score
In-N-Out Burger4.5/5
Shake Shack4.2/5
Subway3/5
The Cheesecake Factory2.8/5
Smashburger2.5/5
Steak n Shake2.4/5

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Shake Shack's Logo
VS
In-N-Out Burger's Logo
Subway's Logo
The Cheesecake Factory's Logo
Smashburger's Logo
Steak n Shake's Logo

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Product Quality for Other Travel and Hospitality Brands

In the Travel and Hospitality industry, Shake Shack's Product Quality score is rated right above Ritz-Carlton, and is preceded by Starbucks.

COMPANYProduct Quality Score
In-N-Out Burger4.5/5
Chipotle4.4/5
Delta Air Lines4.3/5
Southwest Airlines4.3/5
Starbucks4.2/5
Shake Shack4.2/5
Ritz-Carlton4.2/5
Dunkin'4.1/5
Airbnb3.9/5

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Shake Shack's Logo
VS
In-N-Out Burger's Logo
Chipotle's Logo
Delta Air Lines' Logo
Southwest Airlines' Logo
Starbucks' Logo
Ritz-Carlton's Logo
Dunkin' Logo
Airbnb's Logo

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Shake Shack Pricing

Shake Shack ROI & Value For Money

3.9/5

Shake Shack has a value for money and ROI score of 3.9 out of 5 stars rated by its users and customers.

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Shake Shack Pricing Plans

Not every product or service fits the needs of a certain user or industry. The users that rank the value for money and ROI highest are mainly from Hospitality industry. The users from the Accounting industry think that they had the lowest ROI from Shake Shack.

Quick Insights into Shake Shack ROI

Shake Shack's ROI score was rated highest by customers who have used Shake Shack's products/services for 2 to 5 Years, and rated lowest by Other customers.

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Ranked Shake Shack ROI the Highest

2 to 5 Years
4.5
31-35
4.5
Hospitality
4.5

Ranked Shake Shack ROI the Lowest

5 to 10 Years
3.9
Accounting
3.9
Other
3.9

Shake Shack ROI Score by Gender

Female customers rated Shake Shack's ROI score 0.3 stars higher than Male customers.

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Male

4.1/5

Female

4.4/5

Shake Shack ROI Score by Ethnicity

Shake Shack's ROI score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.

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0
1
2
3
4
5
Caucasian
4.1
Caucasian4.1
Asian or Pacific Islander
4.3
Asian or Pacific Islander4.3
Other
3.9
Other3.9

Shake Shack ROI Score by Age

Shake Shack's ROI score was rated the highest by customers ages 31-35, and the lowest by customers ages 26-30.

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0
1
2
3
4
5
18-25
4.2
18-254.2
26-30
4
26-304
31-35
4.5
31-354.5
36-40
4.1
36-404.1
51-55
4.5
51-554.5

Shake Shack ROI Score by Usage

Shake Shack's ROI score was rated the highest by customers who have used Shake Shack's products/services for 2 to 5 Years, and the lowest by customers with 5 to 10 Years of usage.

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Less than 1 Year
4
1 to 2 Years
4.3
2 to 5 Years
4.5
5 to 10 Years
3.9

Shake Shack ROI Score by Industry

Shake Shack's ROI score was rated the highest by Hospitality industry customers, and the lowest by Accounting industry customers.

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Tech
4.5
Accounting
3.9
Hospitality
4.5
Restaurants
4

Shake Shack Pricing vs. Competitors

Compared to its competitors, Shake Shack's ROI score is rated right above Subway, and is preceded by In-N-Out Burger.

Unlock Shake Shack ROI vs. Competitors Data

Shake Shack's Logo
VS
In-N-Out Burger's Logo
Subway's Logo
The Cheesecake Factory's Logo
Steak n Shake's Logo
Smashburger's Logo

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ROI for Other Travel and Hospitality Brands

In the Travel and Hospitality industry, Shake Shack's ROI score is rated right above Ritz-Carlton, and is preceded by Dunkin'.

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Shake Shack's Logo
VS
In-N-Out Burger's Logo
Southwest Airlines' Logo
Delta Air Lines' Logo
Chipotle's Logo
Dunkin' Logo
Ritz-Carlton's Logo
Starbucks' Logo
Airbnb's Logo

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Shake Shack Customer Service

4.2/5

Shake Shack has an overall Customer Service score of 4.2 out of 5 stars rated by its users and customers.

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About Shake Shack's Customer Service

Address

New York City, NY


Website

https://www.shakeshack.com/


Phone Number

+1 646-237-5039

Quick Insights into Shake Shack Customer Service

Shake Shack's Customer Service score was rated highest by Asian or Pacific Islander customers, and rated lowest by Other customers.

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Ranked Shake Shack Customer Service the Highest

Asian or Pacific Islander
5
1 to 2 Years
4.8
18-25
4.7

Ranked Shake Shack Customer Service the Lowest

Restaurants
3.6
26-30
3.5
Other
3.5

Shake Shack Customer Service Score by Gender

Shake Shack's Customer Service score was rated 4.3 by both Female and Male customers on Comparably.

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Male

4.3/5

Female

4.3/5

Shake Shack Customer Service Score by Ethnicity

Shake Shack's Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.

Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Shake Shack.
0
1
2
3
4
5
Caucasian
4.3
Caucasian4.3
Asian or Pacific Islander
5
Asian or Pacific Islander5
Other
3.5
Other3.5

Shake Shack Customer Service Score by Age

Shake Shack's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 26-30.

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0
1
2
3
4
5
18-25
4.7
18-254.7
26-30
3.5
26-303.5
31-35
4.6
31-354.6
36-40
4.3
36-404.3
51-55
4.7
51-554.7

Shake Shack Customer Service Score by Usage

Shake Shack's Customer Service score was rated the highest by customers who have used Shake Shack's products/services for 1 to 2 Years, and the lowest by customers with 5 to 10 Years of usage.

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Less than 1 Year
4.5
1 to 2 Years
4.8
2 to 5 Years
4.4
5 to 10 Years
4.1

Shake Shack Customer Service Score by Industry

Shake Shack's Customer Service score was rated the highest by Accounting industry customers, and the lowest by Restaurants industry customers.

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Tech
4.4
Accounting
4.7
Hospitality
4.7
Restaurants
3.6

Shake Shack Customer Service vs. Competitors

Compared to its competitors, Shake Shack's Customer Service score is rated right above Subway, and is preceded by In-N-Out Burger.

COMPANYCustomer Service Score
In-N-Out Burger4.6/5
Shake Shack4.2/5
Subway2.9/5
The Cheesecake Factory2.6/5
Smashburger2.6/5
Steak n Shake2.2/5

Unlock Shake Shack Customer Service vs. Competitors Data

Shake Shack's Logo
VS
In-N-Out Burger's Logo
Subway's Logo
The Cheesecake Factory's Logo
Smashburger's Logo
Steak n Shake's Logo

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Customer Service for Other Travel and Hospitality Brands

In the Travel and Hospitality industry, Shake Shack's Customer Service score is rated right above Delta Air Lines, and is preceded by Southwest Airlines.

COMPANYCustomer Service Score
In-N-Out Burger4.6/5
Southwest Airlines4.3/5
Shake Shack4.2/5
Delta Air Lines4.2/5
Chipotle4.2/5
Starbucks4.2/5
Ritz-Carlton4.1/5
Dunkin'4/5
Airbnb3.7/5

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Shake Shack's Logo
VS
In-N-Out Burger's Logo
Southwest Airlines' Logo
Delta Air Lines' Logo
Chipotle's Logo
Starbucks' Logo
Ritz-Carlton's Logo
Dunkin' Logo
Airbnb's Logo

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Shake Shack as an Employer

2.8/5

Shake Shack has a 2.8/5 stars for its overall company culture rated by their employees

  Shake Shack CEO
top
40%
CEO of Shake Shack

In the Top 40% of Similar Sized Companies on Comparably.

Consumer vs. Employees

Shake Shack scored a 56 for Net Promoter Score and a -20 for Employee Net Promoter Score. NPS gauges how likely a customer of Shake Shack would recommend the brand to a friend. ENPS measures how likely Shake Shack employees would recommend working at Shake Shack to a friend.

Net Promoter Score

56
NPS Score
68%Promoters
20%Passive
12%Detractors

Employee Net Promoter Score

-20
eNPS Score
31%Promoters
18%Passive
51%Detractors

Global Ranking Snapshot

Shake Shack is ranked #285 in the Global Top 100 Brands. It ranks just behind Box and just ahead of Rite Aid.

RANKCOMPANYCEOINDUSTRY
283
Nielsen  Nielsen CEO
David Kenny
Tech
284
Box  Box CEO
Aaron Levie
Tech
285
Shake Shack  Shake Shack CEO
Randy Garutti
Travel and Hospitality
286
Rite Aid  Rite Aid CEO
Heyward Donigan
Retail
287
Jamba Juice  Jamba Juice CEO
David A. Pace
Food and Beverages
288
Abercrombie & Fitch Company  Abercrombie & Fitch Company CEO
Fran Horowitz
Retail
289
Discord  Discord CEO
Jason Citron
Tech

Travel and Hospitality Ranking Snapshot

Shake Shack is ranked #27 in the Travel and Hospitality Industry. It ranks just behind Four Seasons Hotels and Resorts and just ahead of Tripadvisor.

RANKCOMPANYLocation
25
Royal Caribbean International
Miami, FL
26
Four Seasons Hotels and Resorts
27
Shake Shack
New York City, NY
28
Tripadvisor
Needham, MA
29
KAYAK
Stamford, CT
30
Princess Cruises
Santa Clarita, CA
31
Choice Hotels
Rockville, MD