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62%
83%
Dec 2020 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
!"#$%#&%'#%()*(#+%%)#%(#)(,-.#%-/,-*#,-#/012#34#)0&15#6783349#<#@A02#0(*#2A*#(*01%-1#2A02#&%'#)%#-%2#'1*#)*/,B*(&#%-/,-*5#678?4C9
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83%
Online food delivery user ratio
77%
Online food delivery app user
ratio
Delivery app penetration
72%
66%
54%
39%
21%
Grab Food Now/
ShopeeFood
Baemin Go Food/ Go
Jek
Loship
Delivery food apps in use
Food
delivery user
Online food
delivery app user
!"#$%#&%'#%()*(#+%%)#%(#)(,-.#%-/,-*#,-#/012#34#)0&15#6783349#<#:%;#)%#&%'#%()*(#+%%)#0-)#)(,-.#%-/,-*5#678>>?9#<#@A02#0DD1#)%#&%'#'1*#2%#
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'(()*($)#$%40*.6#4)%40
13% 9%
44%
42%
21%
24%
12%
10%
10% 15%
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
!"#:%;#='HA#)%#&%'#%+2*-#1D*-)#+%(#*0HA#%()*(5#678EFG9
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'(()*($)#$%40*9$#;-#42,
3%
5%
10%
32%
35%
11%
3%
1%
5%
10%
13%
25%
26%
13%
4%
4%
More than
once a
day
Everyday
5-6 times
a week
3-4 times
a week
Once or
twice a
week
2-3 times
a month
Once a
month
Less than
once a
month
2021 Dec 2020 Dec
85% delivery app user orders food/drink at least once a
week, increase from 80% of the previous year
!"#:%;#%+2*-#)%#&%'#%()*(#+%%)#<#)(,-.#%-#0DD5#678EFG9
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45%
39%
31% 28% 28% 25%
45%
45%
47%
46%
39%
57%
10%
17% 22% 26%
33%
18%
89%
82% 81%
75%
66%
82%
Ease of ordering Delivery
personnel
attitude
Delivery speed Food cost Shipping cost Food quality
Highly satisfied Satisfied Others 2020 Dec *
!"#:%;#='HA#0(*#&%'#102,1+,*)#;,2A#2A*#+%//%;,-J5#678EFG9#<
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,"1%$,&"1&1%/$%;
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Shipping cost
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!"#@A02#0DD1#)%#&%'#'1*#2%#%()*(#+%%)5#<#@A02#0DD#)%#&%'#'1*#2%#%()*(#+%%)#=%12#%+2*-5#678EFG9
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74%
59% 50%
38%
18%
70% 72%
57%
39%
24%
Gender Male Female
70% 65% 60%
36%
21%
65% 68%
57%
39%
22%
83%
64%
43% 41%
21%
Age 18-25 26-29 30-40
70% 71%
42% 33%
17%
78%
55% 59% 51%
26%
54%
94%
70%
2% 14%
City Hanoi HCM Da Nang
A%'?&B11/&),&*1%$&01087'%&'"&"#$&$7/$%,2&C#10$$B11/ '(/&>'$*)( '%$&
0$%91%*)(.&?$""$%&)(&D'&E'(.;&
Grab Food Now/ShopeeFood Baemin
Go Food/
Go Jek
Loship
!"#@A02#0DD1#)%#&%'#'1*#2%#%()*(#+%%)5#678EFG9
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F1,"7:&68,"1*$%,&,'"),9)$/&G)"#&'00&/$7)-$%:;&H,$&19&8,)(.&'(/&0%1*1")1(&'%$&
"#$&9'6"1%,&*'I$&0$107$&,'"),9)$/&*1,";
45%
47%
56%
60%
63%
65%
Various forms of payment
Good staff attitude
Quick delivery
Variety of food/ drink
Attractive promotion
App is easy to use
Reasons for satisfaction
!"#:%;#='HA#0(*#&%'#102,1+,*)#;,2A#)*/,B*(&#0DD#'1,-J#=%12#%+2*-5#678EFG9
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Total
@/C>.2394:/98/-H ;4:/98/-H 60-14C- <7:394:/98/-H <7:394:/98/-H34:34..
8%
9%
11%
11%
13%
17%
Slow delivery
High food/ drink cost
Restaurants are not selected
No attractive promotion
Lack of my favorite store
High shipping cost
Reasons for dissatisfaction
Mean
4.18 / 5
@66*)#+%"#$,*./1%.9/21%(4*/7(40*13#*8$/4).
>'$*)( *')("')(,&)",&9)%,"&01,)")1(&19&,'"),9'6")1(;&!"#$%&?%'(/,&'%$&'7,1&"%:)(.&
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!"#@A02#0DD#)%#&%'#'1*#2%#%()*(#+%%)#=%12#%+2*-5#678EFG9
37% 36%
23% 26%
10%
58% 56%
69% 57%
70%
5% 8% 8%
17% 20%
Baemin Now/ShopeeFood Go Food/ Go Jek Grab Food Loship
Highly satisfied Satisfied Others
Mean
score
4.30 4.29 4.13 4.05 3.90
@66*%7/0#*%4*-.#$.A*7%4)
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22%
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Questionnaire
based on the
exact profile
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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.
=(41/21 Q.
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