AI platform ACSI scores lag airlines, social media and mortgage brokers

The inaugural American Customer Satisfaction Index (ACSI) scores for AI platforms are decidedly mixed with an overall score of 73 on a scale of 0 to 100. Google's Gemini led AI platforms with a score of 76.

For context, the ACSI score of 73 for AI platforms puts them on par with energy utilities and below airlines, social media and mortgage lenders.

ACSI surveyed 2,711 US adults. Anthropic's Claude and OpenAI's ChatGPT tied with a score of 73. Microsoft Copilot was No. 2 with a score of 74.

Here's a look at the standings.

Other findings include:

• 44% of US adults were active AI users. Of that group, 55% use AI at least once a day.
• 21% had an "extremely favorable" outlook toward AI.
• 21% were very concerned about the consequences.
• 43% said respondents were concerned about reduced human-to-human interaction.
• 37% said they were concerned about job losses for future generations.
• Paying users report higher satisfaction and loyalty. Among premium subscribers, ChatGPT’s ACSI score hit 80 and Google Gemini reached 82.

Forrest Morgeson, Associate Professor of Marketing at Michigan State University and Director of Research Emeritus at the ACSI, said consumers distrust AI platforms the same way they do 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," said Morgeson.