Food delivery demand increase after Covid-19

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 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 *

25% Usage change

User types

7%
New users
8%
24% 29%

15% Increased
= 70%
75%
Existing users
76% 41%

Increased significantly Increased to some extent

No change Decreased to some extent
Decreased drastically

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 66%

25%
Concerns on the food quality 28%

New users High shipping cost 17%

Takes time to delivery 14%

High food cost 14%

75%
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 Hanoi
9% Used HCM
SNS 46%
34% SNS
25%

8% 41%
Telephone Telephone
36% 32%

5% 34%
Dedicated app of the store Dedicated app of the store
37% 38%

78% 87%
Delivery app Delivery app
92% 95%

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)
 Reasons to order food by delivery app
61%
58%
51% 50%
46%
43% 43% 42%
38%
34%

18%

Travel time- Safety from Variety of Promotions Fast delivery Lazy to go Good Online Cannot stay Good taste I like food at
saving Covid-19 food timing out shipping payment at the store the store
price 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
How to take the food/ drink Delivery personnel

99% 87%

17%
9%
1%

Delivery Take away Delivery app Store staff I do not

personnel 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

Delivery app (92%) Dedicated restaurant app (37%) Social network (34%)

Shipping cost 32% 38% 23% 32% 44% 22% 29% 47% 20%

Food cost 36% 41% 20% 32% 50% 16% 35% 44% 20%

Food quality 36% 43% 18% 44% 41% 12% 35% 46% 16%

Delivery speed 43% 37% 17% 46% 46% 9% 42% 42% 17%

Delivery personnel
55% 33% 11% 49% 41% 9% 34% 52% 13%
attitude

Ease of ordering 67% 27% 6% 56% 39% 4% 51% 38% 11%

• 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)
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 2%

Once a month 3%

2-3 times a month 16%

Once or twice a week 26%

3-4 times a week 26%

5-6 times a week 14% 79%

Everyday 7%

More than once a day 6%

*Very important=33%, important=58%

Q.
Q. Question
How
(out title
of 4often do (N=XX)
criteria)you order food / drink? (N=371)
 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 8%

Others 1%

*Very important=33%, important=58%

(out of 4 criteria)
Q. When do you order food / drink? (N=371)
 Delivery app satisfaction and reasons
Reasons to dislike
Delivery app satisfaction
Not good attitude 1%
6%
Quantity is not enough 1%
13% Less promotion 1%
Not good food/ high quality 5%
Not fast delivery 5%
35% High shipping price 5%

Reasons to like

Promotion 11%
45% Good price 11%
Good attitude 11%
Convenience 14%
Fast delivery 30%
Very satisfied Satisfied
Average Dissatisfied Good service 31%
Dissatisfied at all

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 Shipping cost free effectiveness

3%
16%
23% 26%
30%

44% 59%

Always look for the restaurant with coupon I always look for the food with no shipping cost
Tend to look for the restaurant with coupon but not always I tend to look for the food with no shipping cost 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 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 Age City

<22,
21%
>30,
Female, 38%
Hanoi,
44%
45%
Male,
56% HCMC,
55%
23-30,
41%
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