Estimated Net Promoter Score is
Shake Shack is an American fast casual restaurant chain based in New York City. It started out as a food cart inside Madison Square Park in 2004, and its popularity steadily grew. It eventually moved to a stand within the park, expanding its menu from New York-style hotdogs to one with hamburgers, hotdogs, fries and its namesake milkshakes. The company claims to use all-natural 100% Angus beef only and says that its meat has no hormones nor antibiotics.
Since its founding it has been one of the fastest-growing food chains eventually becoming a public company filing for an initial public offering of stock in late 2014. Initial price of its shares was at $21 immediately rising by 123% to $47 on their first day of trading.
NPS is a customer loyalty metric that measures customers’ willingness to not only return for another purchase or service but also make a recommendation to their family, friends or colleagues.
It is a powerful and effective technique, which can greatly increase a company's revenue if used properly.
The main advantages of NPS are close correlation with a company's growth and easy collection, interpretation and communication of the data.
Net Promoter Score is a number from -100 from 100.
Scores higher than 0 are typically considered to be good and scores above 50 are considered to be excellent.
The industry average for Consumer Services / Restaurants is 0.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If Shake Shack, Inc. sends out NPS surveys immediately after purchase, they are tracking their customers' initial excitement and the checkout experience.
On the other hand, if they survey their customers a few weeks after the purchase they are also tracking how satisfied their customers are with their products and services over time.
Therefore, comparing the NPS score of Shake Shack, Inc. with your own without any further context is not that useful.
What is extremely useful though, is using the NPS methodology to track the satisfaction of your customers over time. That's where Customer.guru comes in.
After successfully using Net Promoter Score for our own e-commerce projects, we have decided to let anyone benefit from what we've learned.
We have founded Customer.guru in 2016 to help e-shops, SaaS services and startups better understand their customers, improve their services and increase their revenues.
Customer.guru is an easy-to-setup tool for tracking segmented customer satisfaction using Net Promoter Score.
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We have estimated the Net Promoter Score of Shake Shack, Inc. based on the publicly available information
including the the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.