The usage of online delivery has been accelerated by the social distancing resulted from Covid-19. Consumers became digitalized in terms of how they get the foods during the pandemic. This report will show the trend of the food and drink delivery service as well as the popularity of delivery apps in Vietnam. There was a similar survey conducted in Dec 2020, after one year, this survey is made again to understand the change of this field. This survey was conducted among 660 people in 18-40 years old in Hanoi, HCMC and Da Nang in Dec 2021.

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83%
17%
Dec 2021
Food delivery user ratio
8%
25%
26%
26%
34%
47%
57%
I do not know how to order it
Takes time to delivery
High food cost
Hassle of the ordering process
High shipping cost
Concerns on the food quality
I cook myself
Reasons not to use food delivery services
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77%
Online food delivery app user
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Delivery app penetration
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66%
54%
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Baemin Go Food/ Go
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Delivery food apps in use
Food
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2020 Dec 2021 Dec
Less than 50,000 VND 50,000 - 100,000 VND 100,001 - 150,000 VND
150,001 - 200,000 VND Above 200,000 VND
51% of the order are less than 100,000 VND. the average
buying pricing slightly has increased
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a week
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week
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month
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2021 Dec 2020 Dec
85% delivery app user orders food/drink at least once a
week, increase from 80% of the previous year
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45%
47%
46%
39%
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33%
18%
89%
82% 81%
75%
66%
82%
Ease of ordering Delivery
personnel
attitude
Delivery speed Food cost Shipping cost Food quality
Highly satisfied Satisfied Others 2020 Dec *
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74%
59% 50%
38%
18%
70% 72%
57%
39%
24%
Gender Male Female
70% 65% 60%
36%
21%
65% 68%
57%
39%
22%
83%
64%
43% 41%
21%
Age 18-25 26-29 30-40
70% 71%
42% 33%
17%
78%
55% 59% 51%
26%
54%
94%
70%
2% 14%
City Hanoi HCM Da Nang
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45%
47%
56%
60%
63%
65%
Various forms of payment
Good staff attitude
Quick delivery
Variety of food/ drink
Attractive promotion
App is easy to use
Reasons for satisfaction
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9%
11%
11%
13%
17%
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High food/ drink cost
Restaurants are not selected
No attractive promotion
Lack of my favorite store
High shipping cost
Reasons for dissatisfaction
Mean
4.18 / 5

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Baemin Now/ShopeeFood Go Food/ Go Jek Grab Food Loship
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Mean
score
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25. !-$*;-/+%1,*/..-$/42#*6$(2#..
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.

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