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.
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 not know 11% I 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 you order food and drink online? How 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 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 not remember Delivery is far popular than take away Delivery by the platform drivers are much popular than the store staff Q How 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 you use to order food? What app you use to order food most often? (N=341) Food ordering frequency 79% people order food at least 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 (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 you order food / drink? (N=371) (out of 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 30, 38% Female, 44% Hanoi, 45% Male, 56% HCMC, 55% 23-30, 41% Q&Me – About Online Market Research Services Our research solutions Enhanced Service 3: Business survey Provide the research services driven by the technogies Admin platform Plan, Manage and Analyze data Consumer research app Collect surveys from online consumers Traditional market research Effective retail audit or data collection 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 Gender Age City 31% 22% 19% 18% 44% 47% 14% 18% 56% 7% 6% 3% 3% 0% 1% 1% 3% Male Female 3% 4% HCM Hanoi Can Tho Hai Phong Dong Nhai Others Da Nang Our advantage – Quick with quality Online is considered to be “cheap and bad” in general Q&Me provides several methods providing data with quality Our quality score by SSI QUALITY CHECK SURVEY SPECIFICATION 97% FACT CONSISTENCY SCORE 91% N (Sample size) 300 IR (Incident rate) 100% LOI (Lenght of Interview) 10 minutes Success Criteria Overral score of 80% or higher THOUGHT CONSISTENCY SCORE THE RESULTS 89% STRAIGHT-LINER/ FLATLINER SCORE 97% Overal score 93.5% Average score in the industry 73% SPEEDERS SCORE (*) 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 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 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 ... 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. .. order food by using delivery app because of “travel time saving” and “safety from covid- 19? ?? Q (Delivery app) Why you buy food and drink online by delivery app? (N=341) Delivery services Delivery. ..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