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Most of customers encountered bad experiences with Shake Shack, mainly due to the restaurant's bad customer service.

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geographical/behavioural

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- The price is expensive for the quality of food given.
- Many reviews pertaining to unprofessional/rude customer service

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Word of mouth

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Through online delivery platforms such as food panda.

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Online reviews, lots of complaints on facebook review

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Poor Customer Service based from online reviews

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Includes buzzer for customer to collect their food

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Different Payment Methods (Cash and Cashless)

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Self Collection

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Customers will order at the counter

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Ambience

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Physical Menu in store

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Advertisement boards at bustops

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Blogger posts

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Opening of store advertisment

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Price

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Online reviews such as Google reviews

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Online reviews

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Physical store (big signage and store)

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Shake Shack Facebook Review

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word of mouth

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social media

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Geographical Location
As there are only 8 stores of Shake Shack in Singapore, the targeted audience do not go to Shake Shack often to dine in as their competitors are more convenient and closer to them

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- conveniency for mode of payment and delivery platforms
- long queue and waiting time

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- food received was not as what was seen in the pictures
- first time and last time trying the brand