Survey flags onc increased pain: 35 % of users cite the weak service, 54 % say it is combined

The open network in India Open Digital Trading (ONDC), designed to be UPI e-commerce, displays promise-but also fatigue. Despite the efforts made to expand participation and deepen access, cracks have become visible.

A new local survey reveals a mixed reality: Use only 15 % of ONDC e -commerce users to apply in the 25th year so far. Although this is a 20 % jump from the previous year, the scale is still modest for a network aimed at eliminating Indian democracy.

The most disturbing thing is that 54 % of those who tried to have found that it is exhausted, up from 44 % in the previous year. This is a curve of dissatisfaction in space where the user experience is everything. 35 % of the weak customer service, which is a critical gap compared to job occupants like Amazon and Flipkart, who invest heavily in the after -sales experience.

Thanks to this, Ondc takes steps: 62 % of users say now that they get better value on ONDC than other platforms, up from only 31 % of the year. Lack of customer service decreased from 44 % to 35 %, indicating improvement. But the numbers still indicate a half -designed bridge.

Behind the scenes, the incentives dried up. The monthly payment roof of ONDC has decreased to the partners from 3 rupees to only 30 dollars, which weakens the momentum led by the opponent that he relied at first. The exit of players like Pincode’s Pincode and Paytm did not help ONDC visibility to apply it to feelings as well.

From the peak of 6.5 million requests in October 2024, retail sizes decreased to 4.6 million by February 2025. It is clear that the early network growth curve was led by support-and what we see now is the real products market for the test.