Summary of 1 746 reviews about the original Shake Shack

200 locations worldwide – but what do people think about the original?

Shake Shack is one of the fastest-growing food chains, offering hot dogs, burgers, and milkshakes. The company first started out as a hot dog cart inside Madison Square Park, which quickly became very popular. Since 2004, they have a permanent food kiosk in the park.

When analyzing a chain or franchise, it’s often useful to look at the original location. To apply this, we took 1746 (English) reviews about the original Shake Shack in Madison Square Park, posted on Google, and analyzed them with Gavagai Explorer. Here’s what we found out! 

Here are 4 things we thought were interesting

Reviewers who mentioned the Topic “Cold” have an average grade of 3.19/5 (compared to the overall average of 4.17/5). This Topic often occurs together with the topics “Fries” and “Served”. Analyzed over time, “Cold” is talked about less frequently. 

The Topic “Quick” occurs in 2 percent of the reviews, often together with “Service” and “Line”. When it occurs, it seems to increase the average grade to 4.55/5 (compared to 4.17/5).

The Topic “Wrong” seems to lower the grade, from the overall average of 4.17/5 to 3.88/5. This Topic often occurs together with “Milkshake” and “Shackburger” but it is only mentioned in 1 percent of the reviews.

The Topic “Atmosphere” is often mentioned together with “Location”. Reviewers who talks about the Atmosphere seems to increase the grade, from the overall average of 4.17/5 to 4.56/5.

What does this mean for Shake Shack?

Things seem to be going well for Shake Shack and their restaurants, but there are still things that can be improve for their mothership location. Our quick analysis shows that the customers seem to really like the atmosphere and the location of the restaurant inside Madison Square Park. The customers appreciate the quick service – but it seems that sometimes things might even go too quickly. In some cases it appears that customers have received the wrong order, which is something that could really impact the dining experience.

Want to try this kind of analysis on your own data?

Gavagai Explorer is free to try (no credit card needed) and works in 46 languages.

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Gavagai is a Swedish language-tech company using advanced AI to help businesses analyze text and feedback – so they can understand their customers better. Spun off from the Swedish Institute of Computer Science, our Word Space Technology has grown and improved over 20 years, and our research team has published more than 400 academic papers.