ANN ARBOR, Mich., April 16, 2026–(BUSINESS WIRE)–Americans are divided in their opinions on artificial intelligence (AI), as new data from the American Customer Satisfaction Index (ACSI®) reveals. A survey of 2,711 U.S. adults shows a customer satisfaction score for AI platforms averaging 73 out of 100, comparable to scores in the energy utility sector, but trailing behind industries like airlines and social media.
Among the surveyed AI platforms, Google Gemini leads with a score of 76, followed closely by Microsoft Copilot at 74. Both Claude and ChatGPT received scores of 73, while Grok and Perplexity fell behind at 71. Despite these scores, more than half of respondents—56%—report having no recent experience with any AI platform, indicating a significant trust and adoption gap.
Engagement levels among those who do use AI reflect a stark contrast; 52% utilize these platforms at least once a day, with 25% doing so every few days. However, the survey highlights a complex relationship between functionality and user trust. While 21% of respondents express an “extremely favorable” outlook toward AI, an equal 21% report being “very concerned” about its implications, with the majority—58%—still undecided.
Concerns about AI predominantly center on its impact on human interaction. Forty-three percent cite reduced human-to-human communication as their primary worry, surpassing fears of job loss for future generations at 37% and personal job risk at 31%. This tension underscores a challenge for AI companies; enhancing capabilities alone may not suffice to alleviate public unease.
“Consumers spent the last decade learning to distrust how social media platforms handle their data, and AI’s privacy scores suggest they’re carrying that skepticism forward,” said Forrest Morgeson, Associate Professor of Marketing at Michigan State University. He pointed out that while social media never fully lost its users over privacy, it similarly failed to earn their complete trust. “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,” he added.
The survey also highlights generational variations in AI adoption and utilization. Baby Boomers are the most hesitant adopters, with 35% expressing significant concerns about AI consequences compared to just 6% who view it extremely favorably. For this group, use cases largely revolve around utilitarian tasks such as research and information gathering, which 68% report as their primary use. This contrasts sharply with younger generations, particularly Gen Z, who engage with AI for a broader range of tasks, including drafting emails (35%) and creative writing (39%). However, Gen Z also reported the lowest satisfaction score of any generation at 69.
Millennials and Gen X display higher levels of engagement, leading in various categories including research (57%) and longer writing (39%). Interestingly, high-income earners—72% of those earning $100,000 or more—report recent AI use, with 39% expressing extremely favorable views. Still, concerns regarding job loss, accuracy, and reduced human interaction persist within this demographic.
Additional findings from the ACSI survey reveal that while Americans see significant value in AI, they also harbor considerable concerns in sectors like technology (50% value, 27% concern) and healthcare (34% value, 29% concern). Users who pay for AI services report markedly higher satisfaction and loyalty; for instance, ChatGPT‘s score jumps to 80 among premium subscribers, and Google Gemini reaches 82.
The primary benefits cited by users include improved access to information (39%), time savings (29%), and enhanced work efficiency (29%). A significant portion of active users, 29%, utilize AI solely for personal purposes, while 8% use it exclusively for work, indicating a dual purpose for many.
As AI continues to evolve and permeate various sectors, the need for companies to address trust and satisfaction head-on appears paramount. The findings reflect an urgent call for AI platforms to build consumer confidence as they navigate a landscape marked by both promise and concern.
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