1. Q&Me is online market research provided by Asia Plus Inc.
Online food delivery usage (Dec 2020)
Asia Plus Inc.

2. Overview
The food delivery app has enhanced the
convenience of the lifestyle and also help
Vietnamese to stay home to protect
themselves from Covid-19. These app became
the common method for most urban
Vietnamese to make their lives easier.
This survey was made in order to understand
the latest trend of the delivery service as well
as the popularity of delivery apps.
This survey was conducted among 1,046
people in 18-45 years old in HCM and Hanoi in
Dec 2020.

3. Food delivery usage

4. Food application penetration in Vietnam
Food delivery penetration is 51% of the respondents. The main players are Grab foods,
Now, Go Food (GoJek) and Baemin.
62%
Online food delivery user ratio
82%
Online food delivery app user
ratio
Delivery app penetration
73% 73%
46% 46%
14%
Grab Food Now Baemin Go Food/ Go Jek Loship
Delivery food apps in use
Online food
delivery user
Online food
delivery APP user
Q. Do you order food or drink online in last 60 days? (N=1046) / How do you order food and drink online? (N=652) / (Delivery app) What apps
do you use to order food? (N=532)

5. Reasons not to use food delivery app
Non-users are mainly those who cook themselves and also the quality concern are the
barriers among non-users
38%
Those who use online food
delivery
Delivery app penetration
6%
5%
6%
7%
7%
7%
22%
60%
Others
Hassle of the ordering process
I do not know how to order it
High shipping cost
High food cost
Takes time to delivery
Concerns on the food quality
I cook myself
Reasons not to use food delivery services
Online food
delivery NON-user
Q. Do you order food or drink online in last 60 days? (N=1046) / How do you order food and drink online? (N=652) /("No" in a previous
question) What are the reasons that you do not use delivery online? (N=355)

6. Popular ordering method
Delivery app is the most popular. While HCM use app more, Hanoi has the higher ratio of
social media. 20’s have the most versatile usage of the tools.
87%
34% 25% 23%
75%
25% 33% 23%
Delivery app Dedicated app of
the store
SNS Telephone
Usage by region
HCM Hanoi
Q. How do you order food and drink online? How do you order food and drink online most often? (N=652)
82%
30% 28%
23%
77%
5%
10% 8%
Delivery app Dedicated app
of the store
SNS Telephone
Popular ordering service method
Used
Most used
81%
22% 13% 22%
81%
31% 26% 32%
82%
35% 28% 30%
Delivery app Dedicated app of
the store
Telephone SNS
Usage by age
18 - 22 23 - 29 30+

7. Reasons to order food by delivery app
Other than time-saving and food variety, Covid-19 has
accelerated its usage of online food delivery
Q. (Delivery app) Why do you buy food and drink online by delivery app? (N=532)
72%
58%
55%
49%
47%
43%
43%
38%
29%
19%
18%
Travel time-saving
Promotions
Lazy to go out
Safety from Covid-19
Variety of food
Fast delivery timing
Online payment
Good shipping price
Cannot stay at the store during social distancing
I like food at the store
Good taste

8. Food delivery app satisfactions
Ease of ordering, staff attitude have high satisfaction.
Some concern over shipping cost
51%
41%
30% 33% 28% 29%
38%
41%
52% 48%
47%
37%
11%
18% 18% 19%
25%
33%
Ease of ordering Delivery
personnel
attitude
Food quality Delivery speed Food cost Shipping cost
Highly satisfied Satisfied Others
Q. (Delivery app users) - How much are you satisfied with the following? (N=532)

9. App delivery usage

10. Delivery app popularity
Grad Food or Now are the most popular delivery apps. Baemin come as 3rd
and the 4th position belongs to Go Food.
Q. (Delivery app) What apps do you use to order food? / (Delivery app) What app do you use to order food most often? (N=532)
73% 73%
46% 46%
14%
37%
34%
16%
11%
2%
Grab Food Now Baemin Go Food/ Go Jek Loship
Use
Use most

11. 79%
56%
15%
41%
12%
73% 73%
46% 46%
14%
Grab Food Now Baemin Go Food/ Go Jek Loship
Apr-20
Dec-20
Changing in app delivery usage
Grab Food and Now are still dominant the market, but Baemin have best
growth.
Q. (Delivery app) What apps do you use to order food? (N=532)

12. Popularity of delivery app by profile
Grab Food is more popular at the elders while Baemin is more popular at
youngsters and HCM. Now is supported by female.
Q. (Delivery app) What apps do you use to order food? (N=532)
80%
65%
53%
43%
12%
67%
79%
41%
48%
15%
Grab Food
Now
Go Food/ Go
Jek
Baemin
Loship
Gender
Female
Male
73%
56%
51%
44%
16%
72%
76%
47%
49%
12%
73%
83%
42%
46%
14%
Now
Grab Food
Baemin
Go Food/ Go
Jek
Loship
Age
30+
23 - 29
18 - 22
76%
70%
55%
53%
13%
68%
76%
33%
37%
15%
Grab Food
Now
Baemin
Go Food/ Go
Jek
Loship
City
Hanoi
HCM

13. Food ordering frequency
5%
10%
13%
25%
26%
13%
4%
4%
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
80% people order food/ drink at least one time per week.
Q. How often do you order food / drink? (N=652)
80%

14. Food ordering occasion
53%
41%
37%
29%
14%
14%
11%
0%
Lunch
Dinner
Teatime
When I feel hungry
Breakfast
Supper
Only if promotions
Others
More than 50% order food/ drink at lunch, followed by dinner
and teatime.
Q. When do you order food / drink? (N=652)

15. App satisfaction by brands
Baemin has highest satisfaction followed by Grab
Food and Now.
Q. (Delivery app) How much are you satisfied with delivery app using most often? (Grab
Food, Now, Go Food, Baemin, etc.) (N=531)
36% 34% 33%
16%
57%
47% 48%
66%
7%
19% 19% 19%
4.3
4.0 4.1
3.9
1.0
2.0
3.0
4.0
5.0
0%
20%
40%
60%
80%
100%
Baemin Grab Food Now Go Food/ Go Jek
Highly satisfied Satisfied Others Mean

16. 21%
16%
7%
6%
5%
4%
Low delivery
High shipping cost
Low/ less promotion
High food cost/ not stable
Take time for driver receive the order
Staff attitude
Reasons for dissatisfaction
Overall satisfaction about app delivery
More than 80% people satisfied with app delivery. Quick delivery or promotion
are the factors make people satisfied most.
50%
29%
18%
14%
14%
13%
Quick delivery
Promotion
Good staff attitude
Variety restaurants
Cheap price
Easy to use
Reasons for satisfaction
Q. (Delivery app) How much are you satisfied with delivery app using most often? (Grab Food, Now, Go Food, Baemin, etc.) (N=531) /
Reasons for dissatisfaction? (OA) / Reasons for satisfaction? (OA)
31%
51%
13%
3%
Overall satisfaction
Very satisfied Satisfied
Average Dissatisfied
Dissatisfied at all

17. Coupon and shipping cost behavior
Both of coupon and shipping cost have effect in choosing restaurants/ store to
order.
30%
27%
34%
8%
Coupon behavior
Always look for the restaurant with coupon
Tend to look for the restaurant with coupon but not always
I tend to look for the restaurant that I like and use coupon if applicable
I look for the restaraunt that I like, without caring about coupon
35%
38%
27%
Shipping cost behavior
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
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=532)

18. Respondent profile

19. Respondent profile (N=1,046)
Male, 45%
Female, 55%
Gender
18 - 22, 31%
23 - 29, 28%
30+, 42%
Age
HCM, 49%
Hanoi, 51%
City

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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

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HCM: 130
Can Tho: 40
Da Nang : 40
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Daklak : 10
Fieldworker deployment

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