India’s Unified Payments Interface (UPI) has transformed digital payments, but the scale and speed of the ecosystem make it difficult for regulators and payment service providers to identify customer-facing issues before they become widespread. This report presents a market monitoring framework that leverages publicly available data from X (formerly Twitter) and the Google Play Store to identify emerging customer protection concerns in near real time. By systematically analysing customer feedback, the framework demonstrates how digital footprints can complement traditional grievance redress mechanisms and strengthen market supervision.
The analysis of continuously collected data since the 1st of January 2020 suggests that customer hurdles are episodic and often coincide with outages, technical changes, or rapid user growth, underscoring the value of continuous market monitoring as an early-warning mechanism. While transaction failures, technical issues, and grievance redress dominate discussions on X, Play Store reviews surface a broader range of concerns, particularly around onboarding and access. The report also highlights that different issue types frequently occur together, suggesting that customer dissatisfaction often reflects cascading failures rather than isolated incidents. The findings presented are illustrative and anonymised, intended to demonstrate the capabilities of the monitoring framework rather than assess the performance of individual payment service providers.
For more details, please refer to the attached report.
