It was revealed that GrabFood delivers the highest average daily sales, compared to other platforms. Among businesses that have used a food delivery service before, 82 percent have used GrabFood, 71 percent have used GoFood and 28 percent have used ShopeeFood.

The survey revealed that merchants make a daily average of Rp 750,000 in sales from GrabFood, 13 percent higher than the daily average from GoFood. In big cities, like the capital city, merchants reported a 10 percent increase in daily sales via GrabFood compared to GoFood, while in smaller cities, GrabFood sales were 16 percent higher than those of GoFood.

“While a lot of research on the food delivery industry has focused on the consumer experience, we wanted to take a more holistic approach in evaluating both the state of the industry as well as the competitiveness of the major players. That is why we included a merchant survey component,” said Astrid Wiliandry, the director of Snapcart. She continued, “What we observed was that the merchant and consumer experience were two sides of the same coin, and findings on the merchant front were similar to what we saw with consumers. For example, we found that consumers used and spent more on GrabFood, and likewise merchants were also using and earning more from the platform.”

Snapcart also revealed that 42 percent of the merchant research subjects only started using food delivery services in the past 12 months. Moreover, 36 percent of consumers indicated that they only started ordering online in the past 12 months, while 54 percent reported that their purchasing increased during the pandemic.

While brand awareness for GoFood and GrabFood were similar, only 52 percent of consumers were aware of ShopeeFood, as the newest platform for food deliveries. Similarly, 92 percent and 90 percent of respondents indicated they had used GrabFood and GoFood respectively, while 35 percent had used ShopeeFood.

In terms of spending, consumers on GrabFood were found to spend six times a month on average, while GoFood lacks behind at five times a month. The average order size on GrabFood was also found to be 11 percent higher than on GoFood.

“We found that the top non-promo reasons for choosing a particular service came down to the variety of merchants and food available, the usability of the app and the ease of getting a delivery rider,” Astrid added.

Astrid also revealed that the survey also looked at measures of brand love in addition to measures of utility. The research found that 85 percent of consumers agreed that GoFood and GrabFood were brands loved by Indonesians. However, 90 percent of consumers felt that Grab had been beneficial for them, compared to only 84 percent of respondents that felt the same sentiment for GoFood.

On the other hand, 94 percent of merchants agreed that GrabFood was loved by Indonesians, and 91 percent thought this about GoFood. For merchants, 95 percent believed that Grab had helped businesses and entrepreneurs grow, while Gojek, via GoFood fell shorter at 93 percent.

The research was done via an online survey in October 2021 of Snapcart users across 10 cities. The findings reported here are based on responses from 500 owners or people-in-charge of restaurants and food & beverage shops, who have used food delivery platforms, as well as more than 570 consumers who have used food delivery services.

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