A report says that consumers are gravitating toward platforms that not only offer competitive prices but also inspire confidence through established trust and robust consumer protection
As urban Indian households gear up for increased online shopping during the festive season, customer trust will be king in defining platform selection amid ongoing regulatory flux, as per a report by InGovern Research Services.
Drawing on insights from a recent LocalCircles study, InGovern highlights that platforms with strong governance practices are best placed to capture festive demand despite tariff changes, Goods and Services Tax (GST) revisions. The LocalCircles study notes that Amazon India is the most trusted ecommerce platform, with nearly four in every five consumers rating it as their preferred choice for online shopping.
This preference comes as the study projects a 115 per cent increase in the number of urban households primarily shopping online during the 2025 festive season. The study shows that 89 per cent of urban Indian households rate trust, spanning product quality, pricing transparency, and ease of returns, as very important when deciding where to shop online.
“In a landscape of regulatory flux with discussions around tariff changes and GST slab revisions, consumers are gravitating toward platforms that not only offer competitive prices but also inspire confidence through established trust and robust consumer protection,” said Shriram Subramanian, Founder and Managing Director (MD), InGovern Research Services
A further 79 per cent prioritise reliable return processes for high-value purchases. This reinforces InGovern’s view that seamless, consumer-friendly policies are a critical differentiator, creating higher consumer confidence, especially among first-time online shoppers.
The report anticipates that regulatory changes may create short-term market uncertainties, but platforms that have established governance frameworks prioritising consumer protection will maintain their leadership positions.
