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Shake Shack is

Ranked

#27

Travel and Hospitality Brands

Brand Page

Shake Shack

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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 The Cheesecake Factory is 3rd.Their current market cap is $4.43B

Brand at a Glance

73%

Customer Loyalty

4/5

Product Quality

3.8/5

Pricing

4/5

Customer Service

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

^#285 in Global Best Brands
^#27 in Travel and Hospitality
^#2 / 4 of its competitors

Shake Shack NPS

Shake Shack's Net Promoter Score (NPS) is a 32 with 56% Promoters, 20% Passives, and 24% 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

NPS

56%	Promoters
20%	Passives
24%	Detractors

Shake Shack NPS Trend

-100

-50

100

Summary	Date	Score
Dec 2024 32	Dec 2024	32
Jan 2025 32	Jan 2025	32
Feb 2025 32	Feb 2025	32
Mar 2025 32	Mar 2025	32
May 2025 32	May 2025	32
Jul 2025 34	Jul 2025	34
Aug 2025 32	Aug 2025	32
Sep 2025 32	Sep 2025	32
Oct 2025 32	Oct 2025	32
Nov 2025 32	Nov 2025	32
Dec 2025 32	Dec 2025	32
Jan 2026 32	Jan 2026	32

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.

	Shake Shack	In-N-Out Burger	Smashburger	The Cheesecake Factory
Global Ranking	#285	#15	#-	#-
NPS	32	63	-44	-22
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

Male customers rated Shake Shack's NPS 3 points higher than Female customers.

Male

Shake Shack's NPS was rated 36 by Male customers on Comparably.

55%

Promoters

26%

Passives

19%

Detractors

Female

Shake Shack's NPS was rated 33 by Female customers on Comparably.

57%

Promoters

19%

Passives

24%

Detractors

Shake Shack NPS by Ethnicity

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

-100

-50

100

Summary	Ethnicity	Score
Caucasian 37	Caucasian	37
Hispanic or Latino -10	Hispanic or Latino	-10
African American/Black -7	African American/Black	-7
Asian or Pacific Islander 61	Asian or Pacific Islander	61
Other 49	Other	49

Shake Shack NPS by Age

Shake Shack's NPS was rated the highest by customers ages 31-35, and the lowest by customers ages 66+.

100

Summary

Age

Promoters

Passives

Detractors

18-25

50%

32%

18%

26-30

57%

22%

21%

31-35

100%

36-40

62%

25%

13%

41-45

71%

15%

14%

51-55

78%

11%

56-60

25%

50%

66+

29%

14%

57%

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 Over 10 Years of usage.

-100

-50

100

Summary	Usage	Score
Less than 1 Year 14	Less than 1 Year	14
1 to 2 Years 74	1 to 2 Years	74
2 to 5 Years 39	2 to 5 Years	39
5 to 10 Years 23	5 to 10 Years	23
Over 10 Years -51	Over 10 Years	-51

Shake Shack NPS vs. Competitors

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

COMPANY		NPS Score
	In-N-Out Burger	63
	Shake Shack	32
	The Cheesecake Factory	-22
	Subway	-34
	Steak n Shake	-37
	Smashburger	-44

Shake Shack NPS vs Companies in Travel and Hospitality

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

COMPANY		NPS Score
	In-N-Out Burger	63
	Southwest Airlines	47
	Delta Air Lines	43
	Ritz-Carlton	38
	Shake Shack	32
	Starbucks	30
	Airbnb	24
	Chipotle	16
	Dunkin'	12

Shake Shack Customer Reviews

Out of the 16 Shake Shack customer reviews 11 were positive and 5 were constructive. Shake Shack customer reviews reflect that more than half of the customers have a favorable experience using the products/services of the company.

All Reviews

Positive Reviews

Constructive Reviews

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?"

Sign Up to see the full customer demographics data and the people that answered "Yes" when asked "Would you consider yourself a loyal user/customer?"

73%

27%

Shake Shack Customer Loyalty Score by Gender

Female customers rated Shake Shack's Customer Loyalty score 7% higher than Male customers.

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Male

67%

Yes

Female

74%

Yes

Shake Shack Customer Loyalty Score by Ethnicity

Shake Shack's Customer Loyalty score was rated the highest by Caucasian customers, and the lowest by Other customers.

% who answered "Yes"

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out of 100

Caucasian

out of 100

Hispanic or Latino

out of 100

African American/Black

out of 100

Asian or Pacific Islander

out of 100

Other

Shake Shack Customer Loyalty Score by Age

Shake Shack's Customer Loyalty score was rated the highest by customers ages 51-55, and the lowest by customers ages 56-60.

Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of Shake Shack.

20%

40%

60%

80%

100%

Summary	Age	Score
18-25 66%	18-25	66%
26-30 81%	26-30	81%
31-35 74%	31-35	74%
36-40 78%	36-40	78%
41-45 61%	41-45	61%
51-55 90%	51-55	90%
56-60 55%	56-60	55%
66+ 74%	66+	74%

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	44%
1 to 2 Years	83%
2 to 5 Years	74%
5 to 10 Years	80%
Over 10 Years	70%

Shake Shack Customer Loyalty Score by Industry

Shake Shack's Customer Loyalty score was rated the highest by Business and Consumer Services industry customers, and the lowest by Aerospace and Aviation industry customers.

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Tech	81%
Accounting	75%
Aerospace and Aviation	40%
Arts and Entertainment	70%
Banking and Financial Services	74%
Business and Consumer Services	100%
Education	82%
Healthcare, Hospitals and Medicine	70%
Hospitality	55%
Legal	70%
Marketing, Advertising and Research	64%
Restaurants	70%

Shake Shack Customer Loyalty vs. Competitors

Compared to its competitors, Shake Shack's Customer Loyalty score is rated right above Steak n Shake, and is preceded by Subway.

COMPANY		Customer Loyalty Score
	In-N-Out Burger	88%
	The Cheesecake Factory	77%
	Subway	74%
	Shake Shack	73%
	Steak n Shake	69%
	Smashburger	67%

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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.

COMPANY		Customer Loyalty Score
	In-N-Out Burger	88%
	Southwest Airlines	85%
	Delta Air Lines	83%
	Dunkin'	80%
	Ritz-Carlton	80%
	Starbucks	78%
	Chipotle	76%
	Airbnb	76%
	Shake Shack	73%

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Shake Shack Product Quality

4/5

Shake Shack has an overall Product Quality score of 4 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 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 Marketing, Advertising and Research industry rated Shake Shack the lowest at 3.7.

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 from the Hospitality industry, and rated lowest by customers who have used Shake Shack's products/services for Over 10 Years.

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Ranked Shake Shack Product Quality the Highest

Hospitality	4.9
1 to 2 Years	4.6
31-35	4.5

Ranked Shake Shack Product Quality the Lowest

66+	3
Arts and Entertainment	2.6
Over 10 Years	1.5

Shake Shack Product Quality Score by Gender

Male customers rated Shake Shack's Product Quality score 0.2 stars higher than Female customers.

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Male

4.1/5

Female

3.9/5

Shake Shack Product Quality Score by Ethnicity

Shake Shack's Product Quality score was rated the highest by Other customers, and the lowest by African American/Black customers.

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Summary	Ethnicity	Score
Caucasian 4	Caucasian	4
Hispanic or Latino 3.4	Hispanic or Latino	3.4
African American/Black 3.2	African American/Black	3.2
Asian or Pacific Islander 4.1	Asian or Pacific Islander	4.1
Other 4.4	Other	4.4

Shake Shack Product Quality Score by Age

Shake Shack's Product Quality score was rated the highest by customers ages 31-35, and the lowest by customers ages 66+.

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Summary	Age	Score
18-25 4.1	18-25	4.1
26-30 4	26-30	4
31-35 4.5	31-35	4.5
36-40 4.3	36-40	4.3
41-45 4	41-45	4
51-55 4.4	51-55	4.4
56-60 3.2	56-60	3.2
66+ 3	66+	3

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 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.

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Less than 1 Year	3.9
1 to 2 Years	4.6
2 to 5 Years	4.2
5 to 10 Years	3.6
Over 10 Years	1.5

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 Arts and Entertainment industry customers.

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Tech	4.1
Accounting	4
Aerospace and Aviation	3.1
Arts and Entertainment	2.6
Banking and Financial Services	3
Business and Consumer Services	4.6
Education	4.1
Healthcare, Hospitals and Medicine	3.5
Hospitality	4.9
Legal	4.6
Marketing, Advertising and Research	3.7
Restaurants	4.1

Shake Shack Product Quality vs. Competitors

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

COMPANY		Product Quality Score
	In-N-Out Burger	4.5/5
	Shake Shack	4/5
	The Cheesecake Factory	2.8/5
	Smashburger	2.7/5
	Subway	2.6/5
	Steak n Shake	2.4/5

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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 Chipotle, and is preceded by Ritz-Carlton.

COMPANY		Product Quality Score
	In-N-Out Burger	4.5/5
	Southwest Airlines	4.1/5
	Starbucks	4.1/5
	Delta Air Lines	4.1/5
	Ritz-Carlton	4/5
	Shake Shack	4/5
	Chipotle	3.8/5
	Airbnb	3.7/5
	Dunkin'	3.6/5

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Shake Shack Pricing

Shake Shack ROI & Value For Money

3.8/5

Shake Shack has a value for money and ROI score of 3.8 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 Aerospace and Aviation 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 ages 31-35, and rated lowest by customers from the Aerospace and Aviation industry.

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Ranked Shake Shack ROI the Highest

31-35	4.5
Hospitality	4.5
1 to 2 Years	4.1

Ranked Shake Shack ROI the Lowest

56-60	3
Over 10 Years	3
Aerospace and Aviation	2.5

Shake Shack ROI Score by Gender

Female customers rated Shake Shack's ROI score 0.2 stars higher than Male customers.

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Male

3.7/5

Female

3.9/5

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 African American/Black customers.

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Summary	Ethnicity	Score
Caucasian 3.6	Caucasian	3.6
Hispanic or Latino 3.2	Hispanic or Latino	3.2
African American/Black 3.1	African American/Black	3.1
Asian or Pacific Islander 4	Asian or Pacific Islander	4
Other 4	Other	4

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 56-60.

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Summary	Age	Score
18-25 3.8	18-25	3.8
26-30 3.8	26-30	3.8
31-35 4.5	31-35	4.5
36-40 3.9	36-40	3.9
41-45 4.1	41-45	4.1
51-55 3.8	51-55	3.8
56-60 3	56-60	3
66+ 3.2	66+	3.2

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 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.

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Less than 1 Year	3.6
1 to 2 Years	4.1
2 to 5 Years	3.8
5 to 10 Years	3
Over 10 Years	3

Shake Shack ROI Score by Industry

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

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Tech	3.9
Accounting	3.3
Aerospace and Aviation	2.5
Arts and Entertainment	3.6
Banking and Financial Services	3.3
Business and Consumer Services	4.3
Education	3.5
Healthcare, Hospitals and Medicine	3.3
Hospitality	4.5
Legal	3.8
Marketing, Advertising and Research	3.5
Restaurants	3.7

Shake Shack Pricing vs. Competitors

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

COMPANY		Pricing Score
	In-N-Out Burger	4.4/5
	Shake Shack	3.8/5
	The Cheesecake Factory	2.6/5
	Subway	2.4/5
	Steak n Shake	2.4/5
	Smashburger	2.4/5

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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 Delta Air Lines.

COMPANY		Pricing Score
	In-N-Out Burger	4.4/5
	Southwest Airlines	4/5
	Delta Air Lines	3.9/5
	Shake Shack	3.8/5
	Ritz-Carlton	3.8/5
	Starbucks	3.6/5
	Airbnb	3.5/5
	Chipotle	3.5/5
	Dunkin'	3.4/5

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Shake Shack Customer Satisfaction (CSAT)

Shake Shack Customer Satisfaction (CSAT) Score

72 / 100

Shake Shack has an overall Customer Satisfaction score of 72 rated by its users and customers.

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Very Satisfied	49%
Satisfied	23%
Neither Satisfied nor Dissatisfied	10%
Dissatisfied	4%
Very Dissatisfied	14%

Very Satisfied

49%

Satisfied

23%

Neither Satisfied nor Dissatisfied

10%

Dissatisfied

Very Dissatisfied

14%

What is Customer Satisfaction (CSAT) Score

Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.

Quick Insights into Shake Shack Customer Satisfaction

Shake Shack's Customer Satisfaction score was rated highest by customers who have used Shake Shack's products/services for 1 to 2 Years, and rated lowest by customers from the Arts and Entertainment industry.

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Ranked Shake Shack Customer Satisfaction the Highest

1 to 2 Years	100%
Hospitality	100%
26-30	92%

Ranked Shake Shack Customer Satisfaction the Lowest

56-60	50%
Over 10 Years	40%
Arts and Entertainment	34%

Shake Shack Customer Satisfaction Score by Gender

Male customers rated Shake Shack's Customer Satisfaction score 10 points higher than Female customers.

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79 / 100

Male

	Very Satisfied	49%
	Satisfied	30%
	Neither Satisfied nor Dissatisfied	5%
	Dissatisfied	2%
	Very Dissatisfied	14%

69 / 100

Female

	Very Satisfied	50%
	Satisfied	19%
	Neither Satisfied nor Dissatisfied	12%
	Dissatisfied	0%
	Very Dissatisfied	19%

Shake Shack Customer Satisfaction Score by Ethnicity

CSAT according to Caucasian

Shake Shack's Customer Satisfaction (CSAT) score was rated 80% according to Caucasian users and customers.

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80 / 100

Very Satisfied	63%
Satisfied	17%
Neither Satisfied nor Dissatisfied	3%
Dissatisfied	0%
Very Dissatisfied	17%

Very Satisfied

63%

Satisfied

17%

Neither Satisfied nor Dissatisfied

Dissatisfied

Very Dissatisfied

17%

CSAT according to Hispanic or Latino

Shake Shack's Customer Satisfaction (CSAT) score was rated 70% according to Hispanic or Latino users and customers.

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70 / 100

Very Satisfied	60%
Satisfied	10%
Neither Satisfied nor Dissatisfied	10%
Dissatisfied	0%
Very Dissatisfied	20%

Very Satisfied

60%

Satisfied

10%

Neither Satisfied nor Dissatisfied

10%

Dissatisfied

Very Dissatisfied

20%

CSAT according to African American/Black

Shake Shack's Customer Satisfaction (CSAT) score was rated 74% according to African American/Black users and customers.

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74 / 100

Very Satisfied	47%
Satisfied	27%
Neither Satisfied nor Dissatisfied	7%
Dissatisfied	6%
Very Dissatisfied	13%

Very Satisfied

47%

Satisfied

27%

Neither Satisfied nor Dissatisfied

Dissatisfied

Very Dissatisfied

13%

CSAT according to Asian or Pacific Islander

Shake Shack's Customer Satisfaction (CSAT) score was rated 66% according to Asian or Pacific Islander users and customers.

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66 / 100

Very Satisfied	33%
Satisfied	33%
Neither Satisfied nor Dissatisfied	17%
Dissatisfied	0%
Very Dissatisfied	17%

Very Satisfied

33%

Satisfied

33%

Neither Satisfied nor Dissatisfied

17%

Dissatisfied

Very Dissatisfied

17%

CSAT according to Other

Shake Shack's Customer Satisfaction (CSAT) score was rated 80% according to Other users and customers.

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80 / 100

Very Satisfied	50%
Satisfied	30%
Neither Satisfied nor Dissatisfied	10%
Dissatisfied	0%
Very Dissatisfied	10%

Very Satisfied

50%

Satisfied

30%

Neither Satisfied nor Dissatisfied

10%

Dissatisfied

Very Dissatisfied

10%

Shake Shack Customer Satisfaction Score by Age

Shake Shack's Customer Satisfaction score was rated the highest by customers ages 26-30, and the lowest by customers ages 56-60.

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100

Breakdown

Age

Score

18-25

75%

26-30

92%

31-35

75%

36-40

67%

41-45

80%

51-55

83%

56-60

50%

66+

71%

Shake Shack Customer Satisfaction Score by Usage

Shake Shack's Customer Satisfaction 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 Over 10 Years of usage.

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Less than 1 Year	66
1 to 2 Years	100
2 to 5 Years	75
5 to 10 Years	43
Over 10 Years	40

Shake Shack Customer Satisfaction Score by Industry

Shake Shack's Customer Satisfaction score was rated the highest by Hospitality industry customers, and the lowest by Arts and Entertainment industry customers.

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			"stars": 0,
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			"text": "Shake Shack's Customer Satisfaction score is  rated by Arts and Entertainment customers on Comparably.",
			"scoreClassName": "",
			"scoreLabel": 34
		},
		{
			"label": "Banking and Financial Services",
			"groupId": 501,
			"score": 50,
			"stars": 0,
			"csatScore": 50,
			"text": "Shake Shack's Customer Satisfaction score is  rated by Banking and Financial Services customers on Comparably.",
			"scoreClassName": "",
			"scoreLabel": 50
		},
		{
			"label": "Business and Consumer Services",
			"groupId": 504,
			"score": 67,
			"stars": 0,
			"csatScore": 67,
			"text": "Shake Shack's Customer Satisfaction score is  rated by Business and Consumer Services customers on Comparably.",
			"scoreClassName": "",
			"scoreLabel": 67
		},
		{
			"label": "Education",
			"groupId": 515,
			"score": 50,
			"stars": 0,
			"csatScore": 50,
			"text": "Shake Shack's Customer Satisfaction score is  rated by Education customers on Comparably.",
			"scoreClassName": "",
			"scoreLabel": 50
		},
		{
			"label": "Hospitality",
			"groupId": 523,
			"score": 100,
			"stars": 0,
			"csatScore": 100,
			"text": "Shake Shack's Customer Satisfaction score is  rated by Hospitality customers on Comparably.",
			"scoreClassName": "max",
			"scoreLabel": 100
		},
		{
			"label": "Marketing, Advertising and Research",
			"groupId": 535,
			"score": 75,
			"stars": 0,
			"csatScore": 75,
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			"scoreClassName": "",
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		},
		{
			"label": "Restaurants",
			"groupId": 558,
			"score": 67,
			"stars": 0,
			"csatScore": 67,
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			"scoreClassName": "",
			"scoreLabel": 67
		}
	]
}

Tech	90
Accounting	78
Arts and Entertainment	34
Banking and Financial Services	50
Business and Consumer Services	67
Education	50
Hospitality	100
Marketing, Advertising and Research	75
Restaurants	67

Shake Shack Customer Satisfaction vs. Competitors

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

COMPANY		Customer Satisfaction (CSAT) Score
	In-N-Out Burger	87%
	Shake Shack	73%
	The Cheesecake Factory	46%
	Subway	39%
	Steak n Shake	39%
	Smashburger	38%

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Customer Satisfaction for Other Travel and Hospitality Brands

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

COMPANY		Customer Satisfaction (CSAT) Score
	In-N-Out Burger	87%
	Starbucks	84%
	Southwest Airlines	81%
	Delta Air Lines	79%
	Ritz-Carlton	78%
	Shake Shack	73%
	Airbnb	72%
	Dunkin'	65%
	Chipotle	62%

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Shake Shack Customer Service

4/5

Shake Shack has an overall Customer Service score of 4 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 customers ages 31-35, and rated lowest by customers who have used Shake Shack's products/services for Over 10 Years.

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Ranked Shake Shack Customer Service the Highest

31-35	4.7
Hospitality	4.7
1 to 2 Years	4.5

Ranked Shake Shack Customer Service the Lowest

African American/Black	3
56-60	2.5
Over 10 Years	2.5

Shake Shack Customer Service Score by Gender

Female customers rated Shake Shack's Customer Service score 0.2 stars higher than Male customers.

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Male

3.8/5

Female

4/5

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 African American/Black customers.

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100

Summary	Ethnicity	Customer Service Score
Caucasian 3.8	Caucasian	3.8
Hispanic or Latino 3.8	Hispanic or Latino	3.8
African American/Black 3	African American/Black	3
Asian or Pacific Islander 4.4	Asian or Pacific Islander	4.4
Other 3.9	Other	3.9

Shake Shack Customer Service Score by Age

Shake Shack's Customer Service score was rated the highest by customers ages 31-35, and the lowest by customers ages 56-60.

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100

Summary	Age	Customer Service Score
18-25 4	18-25	4
26-30 3.9	26-30	3.9
31-35 4.7	31-35	4.7
36-40 4	36-40	4
41-45 4.5	41-45	4.5
51-55 4.2	51-55	4.2
56-60 2.5	56-60	2.5
66+ 3.1	66+	3.1

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 Over 10 Years of usage.

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Less than 1 Year	4
1 to 2 Years	4.5
2 to 5 Years	3.8
5 to 10 Years	3
Over 10 Years	2.5

Shake Shack Customer Service Score by Industry

Shake Shack's Customer Service score was rated the highest by Hospitality industry customers, and the lowest by Banking and Financial Services industry customers.

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Tech	3.9
Accounting	3.8
Aerospace and Aviation	4.1
Arts and Entertainment	3.8
Banking and Financial Services	3.1
Business and Consumer Services	4.5
Education	3.2
Healthcare, Hospitals and Medicine	3.3
Hospitality	4.7
Legal	4.1
Marketing, Advertising and Research	3.8
Restaurants	3.6

Shake Shack Customer Service vs. Competitors

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

COMPANY		Customer Service Score
	In-N-Out Burger	4.5/5
	Shake Shack	4/5
	The Cheesecake Factory	2.6/5
	Smashburger	2.4/5
	Subway	2.4/5
	Steak n Shake	2.1/5

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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 Ritz-Carlton, and is preceded by Delta Air Lines.

COMPANY		Customer Service Score
	In-N-Out Burger	4.5/5
	Southwest Airlines	4.1/5
	Starbucks	4.1/5
	Delta Air Lines	4/5
	Shake Shack	4/5
	Ritz-Carlton	4/5
	Chipotle	3.6/5
	Airbnb	3.5/5
	Dunkin'	3.4/5

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Shake Shack as an Employer

2.6/5

Shake Shack has a 2.6/5 stars for its overall company culture rated by their employees

bottom

25%

CEO of Shake Shack

Randy Garutti

In the Bottom 25% of Similar Sized Companies on Comparably.

Consumer vs. Employees

Shake Shack scored a 32 for Net Promoter Score and a -40 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

NPS Score

56%	Promoters
20%	Passive
24%	Detractors

Employee Net Promoter Score

-40

eNPS Score

22%	Promoters
16%	Passive
62%	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.

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

RANK		Location
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	Bethesda, MD