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83%
62%
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Food delivery user ratio
17%
Reasons not to use food delivery services
I cook myself
57%
Concerns on the food quality
47%
High shipping cost
83%
34%
Hassle of the ordering process
26%
High food cost
26%
Takes time to delivery
25%
I do not know how to order it
8%
Dec 2021
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Delivery app penetration
Delivery food apps in use
Food
delivery user
83%
Online food
delivery app user
77%
72%
66%
54%
39%
21%
Online food delivery user ratio Online food delivery app user
ratio
Grab Food
Now/
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Go Food/ Go
Jek
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51% of the order are less than 100,000 VND. the average
buying pricing slightly has increased
110,000 VND
120,000 VND
10%
15%
12%
10%
21%
24%
44%
42%
13%
9%
2020 Dec
2021 Dec
Less than 50,000 VND
50,000 - 100,000 VND
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85% delivery app user orders food/drink at least once a
week, increase from 80% of the previous year
85%
35%
32%
26%
25%
13%
11%
4%
4%
1%
Less than
once a
month
13%
10%
10%
5%
3%
Once a
month
5%
3%
2-3 times Once or
a month twice a
week
2021 Dec
3-4 times 5-6 times Everyday More than
a week
a week
once a
day
2020 Dec
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10%
89%
17%
22%
81%
82%
45%
Ease of ordering
33%
82%
66%
39%
Delivery
personnel
attitude
18%
75%
45%
47%
45%
26%
46%
39%
57%
31%
28%
28%
25%
Delivery speed
Food cost
Shipping cost
Food quality
Highly satisfied
Satisfied
Others
2020 Dec *
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Gender
Male
74%
70%
Age
72%
59%
57%
50%
39%
38%
70%
65%
65%
68%
City
70%
78%
54%
71%
64%
60%
57%
36%
39%
41%
42%
59%
70%
33%
Now/ShopeeFood
Baemin
26-29
22%
HCM
Go Food/
Go Jek
17%
26%
21%
Da Nang
14%
Loship
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!"#@A02#0DD1#)%#&%'#'1*#2%#%()*(#+%%)5#678EFG9
30-40
51%
2%
Grab Food
21%
Hanoi
94%
55%
43%
24%
18%
18-25
83%
Female
!"#$/++*./1%.9/21%(4*/8(-1*/66*)#+%"#$,
Total
Reasons for satisfaction
App is easy to use
Attractive promotion
Variety of food/ drink
Quick delivery
Good staff attitude
Various forms of payment
?L
CL
G?L
Mean
4.18 / 5
65%
63%
60%
56%
47%
45%
Reasons for dissatisfaction
>CL
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High shipping cost
Lack of my favorite store
No attractive promotion
Restaurants are not selected
High food/ drink cost
Slow delivery
17%
13%
11%
11%
9%
8%
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Mean
score
4.30
4.29
4.13
5%
8%
8%
58%
4.05
3.90
17%
20%
56%
69%
57%
70%
37%
Baemin
36%
Now/ShopeeFood
23%
26%
Go Food/ Go Jek
Grab Food
Highly satisfied
Satisfied
10%
Loship
Others
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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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