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.

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

2. 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.

3. Food delivery usage

4. Food delivery user trend
75%
25%
Food delivery usage *
* Usage in last 60 days
76%
24%
User types
29%
41%
15%
8%
7%
Usage change
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%

5. 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.
5%
5%
11%
14%
14%
17%
28%
66%
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

6. 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)
92%
37%
36%
34%
78%
5%
8%
9%
Delivery app
Dedicated app of the store
Telephone
SNS
Popular ordering service method
Most used
Used

7. 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)
61%
58%
51% 50%
46%
43% 43% 42%
38%
34%
18%
Travel time-
saving
Safety from
Covid-19
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

8. 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
personnel
Store staff I do not
remember
Delivery personnel
Delivery is far popular than take away. Delivery by the
platform drivers are much popular than the store staff

9. 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)
67%
55%
43%
36%
36%
32%
27%
33%
37%
43%
41%
38%
6%
11%
17%
18%
20%
23%
Ease of ordering
Delivery personnel
attitude
Delivery speed
Food quality
Food cost
Shipping cost
Delivery app (92%)
Q. (Delivery app users) - How much are you satisfied with the following? (N=341)
56%
49%
46%
44%
32%
32%
39%
41%
46%
41%
50%
44%
4%
9%
9%
12%
16%
22%
Dedicated restaurant app (37%)
51%
34%
42%
35%
35%
29%
38%
52%
42%
46%
44%
47%
11%
13%
17%
16%
20%
20%
Social network (34%)
Red = superior, Orange = inferior

10. Delivery app

11. Delivery apps to use
Grab Food is the most popular app with 79% users. Follow by Now and Go
Food with 56% and 41%.
79%
56%
41%
15%
12%
55%
29%
10%
5%
0%
Grab Food Now Go Food Baemin Loship
Often used
Used most often
Q. (Delivery app) What apps do you use to order food? What app do you use to order food most often? (N=341)

12. Food ordering frequency
6%
7%
14%
26%
26%
16%
3%
2%
More than once a day
Everyday
5-6 times a week
3-4 times a week
Once or twice a week
2-3 times a month
Once a month
Less than once a month
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%

13. Food ordering occasions
1%
8%
11%
16%
26%
43%
51%
51%
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)

14. 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%
1%
1%
1%
High shipping price
Not fast delivery
Not good food/ high quality
Less promotion
Quantity is not enough
Not good attitude
Reasons to dislike
31%
30%
14%
11%
11%
11%
Good service
Fast delivery
Convenience
Good attitude
Good price
Promotion
Reasons to like
45%
35%
13%
6%
Delivery app satisfaction
Very satisfied Satisfied
Average Dissatisfied
Dissatisfied at all

15. 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)
23%
44%
30%
3%
Coupon effectiveness
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
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

16. 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

17. Respondent profile (N=489)
Male,
56%
Female,
44%
Gender
<22,
21%
23-30,
41%
>30,
38%
Age
HCMC,
55%
Hanoi,
45%
City

18. Q&Me – About Online Market Research Services

19. Enhanced Service 3: Business survey
Provide the research services driven by the technogies
Our research solutions
Consumer research app
Admin platform
Traditional market research
Collect surveys from online consumers Effective retail audit or data collection
Plan, Manage and Analyze data

20. Our advantage: Direct Panel Management
Our strength is 16-39 years old and urban areas. This is where most biz
customers would like to research. 500,000 members
0%
1%
18%
31%
22%
14%
7%
3% 3%
1%
Age
19%
18%
6%
4%3%3%
47%
HCM Hanoi Can Tho Da Nang
Hai Phong Dong Nhai Others
56%
44%
Male Female
Gender City

21. Our advantage – Quick with quality
Online is considered to be “cheap and bad” in general. Q&Me provides
several methods providing data with quality
FACT CONSISTENCY SCORE
97%
THOUGHT
CONSISTENCY SCORE
91%
STRAIGHT-LINER/ FLAT-
LINER SCORE
89%
SPEEDERS SCORE
97%
QUALITY CHECK SURVEY SPECIFICATION
N (Sample size) 300
IR (Incident rate) 100%
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

22. Our quality assurance process
Questionnaire
based on the
exact profile
• Refined and very
derailed database
panel
Take out users
with irrelevant
replies
• 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.

23. Contact Us
URL: http://www.qandme.net
Contact: info@qandme.net
Q&Me is operated by Asia Plus Inc.
Asia Plus Inc.
Floor 6, Phuong Long Building, 506 Nguyen Dinh Chieu Street, Ward 4,
District 3, HCM City, Vietnam
Tel. +84 2839 100 043