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

COVID19 đã thay đổi nhiều hành vi khách hàng ở nhiều lĩnh vực, ít nhất là trong một giai đoạn ngắn sau dịch. Báo cáo của QMe sau đây sẽ mang đến cho bạn tổng quan những thay đổi, toàn cảnh về các dịch vụ giao đồ ăn sau COVID1975% đã sử dụng dịch vụ giao thực phẩm, trong đó 24% là người dùng mới bắt đầu sử dụng dịch vụ giao thực phẩm lần đầu tiên do COVID19;Trong số những người dùng hiện tại, 70% đã tăng mức sử dụng giao thực phẩm trong 60 ngày qua;Đặt hàng qua các ứng dụng giao hàng vẫn là phổ biến nhất;Nhu cầu tiết kiệm thời gian và an toàn đã làm tăng việc sử dụng ứng dụng giao đồ ăn;Ứng dụng giao hàng rất tốt trong việc dễ dàng đặt hàng. Grab Food là ứng dụng phổ biến nhất với 79% người dùng;80% hài lòng với việc sử dụng ứng dụng giao hàng vì dịch vụ tốt và giao hàng nhanh. Chi phí vận chuyển cao là những điều họ không hài lòng.

Q&Me is online market research provided by Asia Plus Inc.

Food delivery demand increase after Covid-19

Asia Plus Inc

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

75%

25%

Food delivery usage *

* Usage in last 60 days

Increased significantly Increased to some extent

No change Decreased to some extent Decreased drastically

Existing users New users

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

Increased

= 70%

Food delivery user trend - Non users

75%

25%

Food delivery usage *

Existing users New users

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

Hassle of the ordering process

I do not know how to order it

I do not know High food cost Takes time to delivery High shipping cost Concerns on the food quality

I cook myself

Reasons not to use food delivery services

Popular ordering method

Delivery app is the most popular While HCM use app more, Hanoi has the

higher ratio of social media or telephone orders

95% 38%

32%

25%

87% 34%

41%

46%

Delivery app Dedicated app of the store

Telephone SNS

Popularity by region

Hanoi HCM

Q How do you order food and drink online? How do you order food and drink online most often? (N=372)

Telephone SNS

Popular ordering service method

Most used Used

Reasons to order food by delivery app

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)

Variety of food

Promotions Fast delivery

timing

Lazy to go out

Good shipping price

Online payment

Cannot stay

at the store during social distancing

Good taste I like food at

the store

Delivery services

Q How do you take the food/ drink? (N=372) Who

delivers the food/ drink? (N=370)

99%

9%

Delivery Take away

How to take the food/ drink

87%

17%

1% Delivery app

Satisfaction - Delivery app

• 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)

Delivery app

Delivery apps to use

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.

*Very important=33%, important=58%

(out of 4 criteria)

Q Question title (N=XX)Q How often do you order food / drink? (N=371)

79%

Food ordering occasions

Others Only if promotions

Supper Breakfast When I feel hungry

Dinner Teatime Lunch

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

*Very important=33%, important=58%

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

Delivery app satisfaction and reasons

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)

5% 5% 5%

Less promotion Quantity is not enough Not good attitude

Reasons to dislike

31% 30%

Delivery app satisfaction

Very satisfied Satisfied

Average Dissatisfied

Dissatisfied at all

Coupon and shipping cost behavior

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)

I tend to look for favorite restaurant and use coupon when available

I look for the restaraunt that I like, without caring about coupon

26%

59%

16%

Shipping cost free effectiveness

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

Respondent profile (N=489)

Male, 56%

Female,

44%

Gender

<22, 21%

23-30, 41%

>30, 38%

Age

HCMC, 55%

Hanoi, 45%

City

Q&Me – About Online Market Research Services

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customers would like to research 500,000 members

Hai Phong Dong Nhai Others

56%

44%

Male Female

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FACT CONSISTENCY SCORE

97%

THOUGHT CONSISTENCY SCORE

LOI (Lenght of Interview) 10 minutes

Success Criteria Overral score of 80% or higher

THE RESULTS

Overal score 93.5%

Average score

in the industry 73%

(*) QC scores are generated by Survey Sampling International (SSI), the Worldwide Leader in Survey Sampling and Data Collection

Solutions Asia Plus (Q&Me) is the preferred partner of SSI in Vietnam

Our quality score by SSI

Our quality assurance process

• Remove Fake questions hit users

• Remove Contradicted answer users

• Take out straight answer users

Take out speed users

• We count the average median time and take out those who are less than that

Manual check by the experienced researchers

• Our experienced researchers will check the relevance as well

as open comments

Re-assortment of panelist priorities

• Based on the survey results, bad users are screened out while prioritizing those who return s good feedbacks

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