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Ranbeer Singh

Change is a chance t... • 3m

Zepto and the Trust Deficit The promise of quick commerce was simple: speed, reliability, and convenience at your doorstep. Zepto positioned itself as the frontrunner in the 10-minute delivery race, winning early customer loyalty. But the cracks are starting to show. Where’s the gap? Deliveries that once arrived in minutes now often stretch to half an hour or more. Substitutions and missing items are frustrating loyal users. Pricing inconsistencies and hidden charges are eroding confidence further. Why does this matter? In an industry where switching costs are nearly zero, trust is the only true moat. Once customers feel the platform is unreliable, they move to competitors—sometimes permanently. The bigger picture Zepto isn’t just battling other quick-commerce players; it’s battling customer expectations it helped create. If Zepto wants to sustain its growth, it must invest in rebuilding trust—not through discounts, but through consistent, transparent, and reliable service.

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