Hành vi sử dụng dịch vụ giao đồ ăn sau giai đoạn dịch COVID19 Food delivery demand after covid 19

Food delivery demand increase after Covid-19
Asia Plus Inc.
Q&Me is online market research provided by Asia Plus Inc.


Overview
Food delivery service in Vietnam increased its
popularity further due to the social isolation of the
Covid-19.
This survey was made in order to understand the
latest trend of the delivery services as well as how
the demand has increased during Covid period.
This survey was conducted among 840
respondents in HCM and Hanoi in April 2020.


Food delivery usage


Food delivery user trend
Food delivery usage *

Usage change

25%
User types

7%

New users
24%

8%
15%

75%

29%

Increased
= 70%

Existing users
76%

41%
Increased significantly
No change
Decreased drastically

Increased to some extent
Decreased to some extent

75% have used food delivery services. 24% are the new user who has started to use
food delivery services for the first time due to Covid-19.
* Usage in last 60 days


Food delivery user trend - Non users
Food delivery usage *

Reasons not to use food delivery services
I cook myself

25%

66%

Concerns on the food quality

28%

New users High shipping cost

75%

17%

Takes time to delivery

14%

High food cost

14%

Existing users

I do not know

11%

I do not know how to order it

5%

Hassle of the ordering process

5%

The majority of non-users are those who cook themselves. Also some are concerned
with food quality and high shipping cost.


Popular ordering method
Popular ordering service method

Popularity by region
Most used

SNS

9%

Hanoi

Used

SNS

34%

Telephone

8%

Telephone

36%

Dedicated app of the store

5%

Dedicated app of the store

37%

Delivery app

78%

92%

46%
25%
41%
32%
34%
38%

Delivery app

Delivery app is the most popular. While HCM use app more, Hanoi has the
higher ratio of social media or telephone orders
Q. How do you order food and drink online? How do you order food and drink online most often? (N=372)

HCM

87%
95%


Reasons to order food by delivery app
61%

58%
51%

50%
46%

43%

43%

42%

38%

34%

18%

Travel time- Safety from
saving
Covid-19

Variety of
food

Promotions Fast delivery Lazy to go
timing
out

Good
shipping
price

Online
payment

Cannot stay Good taste I like food at
at the store
the store
during social
distancing

61% people order food by using delivery app because of “travel time saving”
and “safety from covid-19”.
Q. (Delivery app) Why do you buy food and drink online by delivery app? (N=341)

Delivery services
Delivery personnel

How to take the food/ drink

99%

87%

17%
9%
1%
Delivery

Take away

Delivery app
personnel

Store staff

I do not
remember

Delivery is far popular than take away. Delivery by the
platform drivers are much popular than the store staff
Q. How do you take the food/ drink? (N=372) Who
delivers the food/ drink? (N=370)

Red = superior, Orange = inferior

Satisfaction - Delivery app
Shipping cost

38%

23%

32%

44%

32%

36%

41%

20%

Food quality

36%

43%

18%

44%

17%

46%

Delivery personnel
attitude
Ease of ordering

43%

55%

67%

37%

33%

11%

27% 6%

22%

50%

Food cost

Delivery speed

•
•
•

32%

Social network (34%)

Dedicated restaurant app (37%)

Delivery app (92%)

49%

56%

41%

16%

35%

12%

35%

46%

9%

41%

9%

39%

29%

4%

42%

34%

51%

47%

20%

44%

20%

46%

16%

42%

52%

17%

13%

38%

Delivery app is good at easiness of ordering
Dedicated app is good at speed and quality but cost tends to be higher
Social network is minor against others and popular wit the cost (including shipping)

Q. (Delivery app users) - How much are you satisfied with the following? (N=341)

11%


Delivery app


Delivery apps to use
Often used
79%

Used most often

55%

56%

41%
29%

15%

12%

10%
5%

0%

Grab Food

Now

Go Food

Baemin

Loship

Grab Food is the most popular app with 79% users. Follow by Now and Go
Food with 56% and 41%.
Q. (Delivery app) What apps do you use to order food? What app do you use to order food most often? (N=341)

Food ordering frequency
79% people order food at least 1 time per week.

Less than once a month
Once a month

2%
3%

2-3 times a month

16%

Once or twice a week

26%

3-4 times a week

26%

5-6 times a week
Everyday
More than once a day

*Very important=33%, important=58%
Q.
title
Q. Question
How

do (N=XX)
you order food / drink? (N=371)
(out
of 4often
criteria)

14%
7%
6%

79%


Food ordering occasions
51% people order food/ drink at lunch or teatime.

Lunch

51%

Teatime

51%

Dinner

43%

When I feel hungry

26%

Breakfast

16%

Supper

11%

Only if promotions
Others

*Very important=33%, important=58%
Q. When
do you order food / drink? (N=371)
(out
of 4 criteria)

8%
1%


Delivery app satisfaction and reasons
Reasons to dislike

Delivery app satisfaction
6%

13%

Not good attitude

1%

Quantity is not enough

1%

Less promotion

1%

Not good food/ high quality

35%

5%

Not fast delivery

5%

High shipping price

5%

Reasons to like

45%

Promotion

11%

Good price

11%

Good attitude
Convenience
Very satisfied
Average
Dissatisfied at all

Satisfied
Dissatisfied

11%

14%

Fast delivery
Good service

30%
31%

80% satisfied with using delivery app because of good service and fast delivery. High
shipping cost and faster delivery are the missing factors

Q. (Delivery app) How much are you satisfied with delivery app using most often? (Grab Food, Now, Go Food, Baemin, etc.) (N=341)/
(Delivery app) Reasons for satisfaction/ dissatisfaction (N=332)


Coupon and shipping cost behavior
Coupon effectiveness

3%
23%

Shipping cost free effectiveness

16%
26%

30%

44%
Always look for the restaurant with coupon
Tend to look for the restaurant with coupon but not always
I tend to look for favorite restaurant and use coupon when available
I look for the restaraunt that I like, without caring about coupon

59%
I always look for the food with no shipping cost
I tend to look for the food with no shipping cost but not always
I tend to look for the restaurant that I like

Both of coupons and free shipping cost take effect in selecting the restaurants

Q. (Delivery app) What is applicable to you as to the coupon usage? (Delivery app) What is applicable to you as to the shipping cost? (N=341)


Summary
•

•
•
•
•

•

•

75% have used food delivery services, out of which 24% are the new user
who has started to use food delivery services for the first time due to
Covid-19.
Among the existing users, 70% has increased food delivery usage in the
last 60 days, probably due to Covid-19
As the oherding method, delivery app is the most popular. While HCM use
app more, Hanoi has the higher ratio of social media or telephone orders
Needs of saving time and safety has increased the usage of food delivery
app.
Delivery app is good at easiness of ordering while dedicated app is good at
speed and quality but cost tends to be higher. Grab Food is the most
popular app with 79% users. Follow by Now and Go Food with 56% and
41%.
80% satisfied with using delivery app because of good service and fast
delivery. High shipping cost and faster delivery are the missing factors

Both of coupons and free shipping cost take effect in selecting the
restaurants


Respondent profile (N=489)
Gender

City

Age

<22,
21%
>30,
38%

Female,
44%

Hanoi,
45%

Male,
56%

HCMC,
55%
23-30,
41%

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