Vietnam’s retail sector has actively adapted to better serve the rising number of customers now shopping online more often due to the COVID-19 pandemic.

Retailers offer more home delivery services amid the COVID-19 pandemic.
(Photo: VNA)

Recent studies conducted by Nielsen Research Vietnam show that the pandemic has had a serious impact on customer behaviour: they are now storing essential items and avoiding crowds by shopping online more frequently.

A majority of respondents to Nielsen’s survey said they would continue shopping online after the pandemic ends as they find it easy and convenient.

Electronics retailer Mediamart has announced a decline in revenue of 30-40% while shopping mall Aeon Vietnam has recorded a fall of 20-35% in customer numbers, with those who still shop mostly buying processed food, dried products, face masks, or hand sanitiser.

In response to the move, supermarket chain Vinmart updated its software in early March to cater to larger numbers of online shoppers.

The retail network has ensured that some 100 of the most essential items are available on three sales platforms: via app, websites, and hotlines. Free shipping is widely offered for purchases of at least VND500,000 (US$22), to encourage customers to shop.

Meanwhile, the Big C supermarket chain has committed to supply essential goods at stable prices.

It also receives orders via a hotline and offers free shipping within 10 km for purchases of at least VND200,000 (US$8) worth of dried, fresh, frozen, and dairy products.

Likewise, Co.opmart now receives orders via mobile phones, Zalo, Viber, or text message. Fresh food, essential items, and cosmetics are all home-delivered.

A representative from the Vietnam Association of Retailers (VAR) said the retail sector needs to launch more sale channels, with a focus on essential items, while offering home delivery.

Retailers should also re-evaluate their staff to enhance their performance while consolidating cooperation with producers to ensure the quality, price, and supply of goods.