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28th February – 16th March 2020
COVID-19:
An Overview of Malaysia
Newsletter Vol.1
Disclaimer: This social media listening overview is evaluated based on public conversations only. All
opinions published in the report were meant to reflect the social sentiment but in no circumstances to be
taken as a direct statement from Zanroo. Any inquires please reach out to ask@zanroo.com

COVID-19 Malaysia, Vol. 1
28th February – 16th March 2020
CHANNEL BREAKDOWN
TOTAL MENTIONS
630,641
27 Feb
Second wave was detected,
as the first case is
detected, after all patients
from the first wave had
recovered.
3-6 Mar
News cases spiked with the
identification of cluster
Patient #26
9 Mar
1st confirmed case in
Brunei revealed a major
cluster linked to a Tabligh
event in Malaysia that
involved 15,000
participants.
11 Mar ~ present
Confirmed case in MY
increased sharply since
then, spreading to other
states, mostly link to the
Tabligh Cluster, affecting
numerous states in the
country.
17 Mar
Malaysia Prime Minister
declares a Restricted
Movement Order, banning
all public gatherings
effective from 18th to 31st
March.
TOTAL ENGAGEMENTS
7,860,184
What are Malaysians’ most concerned about COVID-19?
BUZZ OVERVIEW
33%
18%
17%
13%
8%
8%
1%
1%
Risk of Outbreak
Impact on Economic / Employment
Lack of Confidence on Authority
Lack of Transparency in Info
Lack of Personal Protection Equipment
Fluke Mentality of Malaysian
Lack Of Medical Facilities
Long Incubation Period
14,053
6,193
13,172
20,334 22,908
19,120
26,576
50,810
71,310
54,032
72,328
139,581
45,927
28-Feb 03-Mar 07-Mar 11-Mar 15-Mar
Movement
Restriction
announcement
Buzz Trend of COVID-19 in Malaysia
Concern / Fear Level of Public
• Since the identification of a potential outbreak from the Tabligh event on 9 Mar,
which involved 14,500 Malaysian participants across the country, voices of concern
and fear from the public increased tremendously.
• Citizens are concerned about the lack of transparency from MOH, with many feeling
that they aren’t disclosing enough information such as the location of the patients, the
trace of the infection sources and potential locations that may have exposed others.
• In addition, certain Malaysians (esp. participants of Tabligh event), who are seen as
deliberately being ignorant to authorities’ instruction, have stirred frustration among
Malaysians. As a result, a significant number of Netizens, as well as professional
doctors, began calling for a Government “Lockdown” in order to contain the outbreak.
• On a side note, public confidence of the Authorities had decreased since the political
crisis (For our report on the Political Crisis, Click Here) with many doubting and
criticizing the new cabinet on their slow response to the situation. The Fund Raising
for COVID-19 and the controversial Tweet from the Deputy Minister of KPWKM also
received high criticism, questioning the capabilities of the new cabinet in handling
the situation.
• 4% of the total conversation are negative mentions towards the Politicians, Parties
and Netizens who are still playing with politic-topic instead of battling the outbreak of
COVID-19.
KEY EVENTS
Facebook
70%
Twitter
23%
Forums
4% News
2%
Others
1%
BUZZ TRENDLINE

KEY INDUSTRIES OVERVIEW
COVID-19 Malaysia, Vol. 1
28th February – 16th March 2020
With the imposition of Restricted Movement
Order, the e-commerce industry is poised to
take advantage of the opportunities arising from
the changing purchasing behavior in the
consumer market.
E-commence buzz is expected to further spike
up in the digital sphere in coming weeks with E-
commerce activity, particularly related to
grocery and health, seeing higher investment
from brands for paid search and media
boosting to fight through the channels’ noises in
reaching target segments.
Different players in the market have also started
on a product bundle strategy to ensure the
sales of various other products that cater to
different needs and to entice consumers to
spend more.
E-COMMERCE INSURANCE
The insurance agencies were one of the
first industries to act during the crisis, with
many announcing the inclusion of COVID-
19 as part of their health and medical
insurance coverage, which provided
Malaysians a much-needed form of
assurance.
However, with the industry reliant on face-
to-face interactions between agent and
consumer, it will find it problematic during
the Restricted Movement Order to
approach and sign new policyholders
unless they embrace a fully digital signup
process.
BANKING
The Banking Industry is the hardest hit as
COVID-19 brought about massive selloffs from
foreign investors, causing chaos in the markets.
The crisis also sees an increased usage of
online/mobile banking as well as cashless
transactions as more Malaysians opt to stay in
the safety of their homes, using e-commerce
platforms for their day-to-day meals and
shopping.
With cash and other physical monetary
currencies having been identified as a potential
carrier, causing a minority of netizens to
consider fully using cashless transactions –
provides opportunities for e-wallets and
cashless platforms.
Malls were initially trying hard to stay optimistic,
claiming that footfalls are unaffected by COVID-
19 outbreak in early March. By the 2nd week of
March, consumer fears have turned shopping
malls into ghost towns, many opting to avoid
crowded areas.
The order by the Malaysian Government has also
put tenants that are already struggling to survive,
many pleading for supports from the malls in the
form of rental rebates/freeze and stimulus
package from financial institutions.
However, the real challenge happens at the end
of the Restricted Movement Orders, as Malls will
need to make an effort to stay relevant in the
market that will by then be used to shop online.
SHOPPING
MALL
BEAUTY &
PERSONAL CARE
Beauty & Personal care industry has been
adjusting their marketing communication's
priorities to focus on disinfectants & hygiene-
care products during the crisis.
Due to the Restricted Movement Order, usage
of Makeup products will decrease but will
provide an opportunity for Skincare products.
With more time spend at home, skincare
regimes that are more time consuming but
provides better result could be an appropriate
draw for consumers who may find they have
more time to themselves than before.
While lesser customers shopping in malls, e-
commerce platforms will be key in helping
bridge the gap between consumer and brand.
HYPERMARKETS
Hypermarkets recorded significant increase in
mention from period 1 to period 2, as Panic
Shopping started from 14th March with
Hypermarket mention expected to grow for
the coming weeks.
These 2 weeks will be challenging for
Hypermarket players as it will be critical in
making sure that supplies chain, logistic and
operation to be smooth in catering the needs
to consumer for necessity.
It is also crucial to take extra precautious in
preventing the virus spread, especially in their
own properties. Proper hygiene protocols,
and frequent disinfection SOP need to be in
place, so will customer feel safe to visit.
Automotive manufacturers have been
aggressively promoting lower interest and
value bundles, leveraging the low lending
interest from banks to help accelerate
urgency to purchase. For example, Mercedes
even comes with 0% interest rate and zero
maintenance fee for 4 years in attracting the
eyeballs of consumer.
While the Restricted Movement Order will
see a declining priority of car purchase, the
huge fuel price drop recently may induce the
demand for cars in the long term. In addition,
driving is considered also a safer alternative
compared to public transport in preventing of
COVID-19.
AUTOMOBILE MOBILE & TECH
With the Movement Control Order in place,
consumption on data and view time on TV,
gaming and streaming is going to increase.
In Korea, sales for game-related products
(consoles, games) has increased significantly
during the COVID-19 period compared to
same period last year. Thus, a similar trend
is expected happen in Malaysia, not to
mention the long-anticipated announcement
for the latest console, the PS5, is going to
happen this week.
Leveraging on these behavior changes and
stay relevant to the market will be crucial.
Partnership with related partners (e.g. Telco,
E-Sports) may be a good option as well.
-
30,000
60,000
90,000
E-Commerce Insurance Banking Shopping
Malls
Beauty
Industry
Hypermarkets Automotive Mobile & Tech
28 Feb - 7 Mar 8 Mar - 16 Mar
47%
10%
30%
5%
65%
4%
82%

ABOUT MOVEMENT CONTROL ORDER
(PERINTAH KAWALAN PERGERAKAN)
Does public welcome the Order?
Yes. Most Netizen had expressed their relieve and giving the credit to our
government who finally decided to take the stand. This also reflected on a poll
done by MOH with 98% agree with the implementation.
Confusion about the Movement Control Order
While public in general agree with the move, confusion and question is inevitable
due to the lack of details in PM’s announcement, not to mention this is the first
time the nation is going through such control order. Some of the common
questions are:
• Will restaurant, hotels and e-commerce still operating?
• For businesses that are forced to cease operation, will it be consider unpaid
leave for employee?
• What will happen to Malaysians who work in Singapore?
• Can we still “balik kampung”?
Refer The Edge article on FAQ answer from the national security council
Challenge for the Execution on Movement Control Order
• Government will need to clear of the confusion in the air as soon as possible to
ensure the effectiveness in execution
• To tackle the fluke mentality of the public in taking seriously with the order will
be a big challenge to the government
COVID-19 Malaysia, Vol. 1
28th February – 16th March 2020
How has COVID-19 induced changes in public behavior?*
Source of Image: The Star
*This is not an actual count of behavior changes. The percentage shown are
indication of drop in behaviors based on social conversation. Advices to suppress
behavior are counted in as well.
SUPPRESSED BEHAVIOUR
• Due to the fear induced by the Tabligh event, big debate and
argument happened in social media if religious activities such
as Friday Prayers that could expose public to high risk of
infection should be ceased. Authorities was also being
criticized for not putting a halt to these event officially [LINK].
• On the other hand, news on mass gathering events such as
the Floating Chariot Festival at Teluk Bahang (30,000 people)
also further induced fear and frustration on authorities for
continuing to approve such event to carry out.
• Post mentioning Gym as a high-risk activity also caused
public to consider stopping their gym routine.
INCREASED BEHAVIOUR
• With the increasing concern on the outbreak, more and more
people feel like just stay home, and call for the closing of
schools and education institutes.
• Panic Shopping trend started to spike when Malaysia
recorded 142 new cases on 14 March and continue to peak
before the actual announcement of Movement Control.
GIVE ADVICE
PANIC SHOPPING
RELIGIOUS ACTIVITIES
75%
TRAVEL
45%
SOCIAL / LIFESTYLE
32%
MASS GATHERING
67%
SPORTS / OUTDOOR
28%
64%
STAY HOME
72%
35%

COVID-19 Malaysia, Vol. 1
28th February – 16th March 2020
The Heroes and Angels at the Frontline
As a gesture to appreciate the hard work of the doctors & nurses
who worked at the frontline to fight against COVID-19, viral pages
and brands are doing their part to let people see their contribution
through content and product sponsorship.
Surviving Patient vs. Discrimination
A video from The Star which featured the
experience of a recovered patient revealed the
impact of social pressure and discrimination the
society had towards him and his families.
Nurse in the Hand Wash Tutorial
Video being Questioned by Superior
An NGO for nursing
group, Delegation of
Nurses, was raising
their concern on the
reason behind video
being questioned
when it is for the
benefit f the public.
The post received
overwhelming
response from public
backing the nurse.
The Disposal of Mask: Are We Creating
Another Problem
An overseas page, Faster than Expected shared the
concern on how used masks had pilled up at HK’s
beaches. This raised the question on whether we have a
proper disposal procedure in place to avoid threatening
the marine life and secondary contamination.
Even If (Because) You are My Son
A mom who
sprayed her son
who had just
came back from
overseas with
disinfectant spray
in the airport
become viral in
social media.
While some commented that the is being “kiasi”,
many others backed her action, claiming
prevention is better than cure.
FEATUREDSTORYSURROUNDINGCOVID-19

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Zanroo Malaysia
(Company No. 1092951-H)
17-05, Menara Q Sentral, Jalan Stesen Sentral 2,
KL Sentral, 50470,Kuala Lumpur, Malaysia.
+60 (3) 2710 4720 | enterprise.zanroo.com
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