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American Customer Satisfaction Index Releases Inaugural Scores for AI Platforms

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AI Platforms Debut in Customer Satisfaction Rankings

The American Customer Satisfaction Index (ACSI) has published its first customer satisfaction scores for artificial intelligence platforms, based on a survey of U.S. adults. The overall score for AI platforms was 73 on a 0-100 scale. The survey also measured public attitudes toward AI, finding a mix of adoption, optimism, and concern.

Survey Methodology: The ACSI surveyed 2,711 U.S. adults for the report.

How AI Platforms Scored

The inaugural ACSI scores for individual AI platforms are as follows:

  • Google Gemini: 76
  • Microsoft Copilot: 74
  • Anthropic Claude: 73
  • OpenAI ChatGPT: 73

AI Adoption and Daily Use

44% of surveyed U.S. adults identified as active AI users. Among these active users, engagement is high:

  • 55% reported using AI at least once a day.

Public Attitudes: A Mix of Hope and Concern

The survey revealed a range of public sentiments regarding artificial intelligence:

  • Optimism: 21% of respondents reported having an "extremely favorable" outlook toward AI.
  • Apprehension: 21% of respondents reported being "very concerned" about the consequences of AI.
  • Social Impact: 43% of respondents expressed concern about reduced human-to-human interaction due to AI.
  • Economic Worry: 37% of respondents expressed concern about job losses for future generations due to AI.

Paying Users Report Higher Satisfaction

The survey noted that paying users reported higher satisfaction levels than non-paying users.

  • Among premium subscribers, ChatGPT's ACSI score was 80.
  • Among premium subscribers, Google Gemini's ACSI score was 82.

How AI Stacks Up Against Other Industries

The overall ACSI score of 73 for AI platforms places this category at the same level as energy utilities in the ACSI rankings. The score is below those for airlines, social media platforms, and mortgage lenders.

Researcher Analysis: A Critical Moment for Trust

Forrest Morgeson, Associate Professor of Marketing at Michigan State University and Director of Research Emeritus at the ACSI, provided analysis of the findings. Morgeson stated that consumers distrust AI platforms similarly to how they distrust social media.

"Social media never fully lost its users over privacy, but it never fully earned their trust either. AI platforms are at that same inflection point, except the stakes are higher because people are sharing prompts about their jobs, their health, their finances."