Google Gemini is the most trusted AI platform among its competition, but many people still have concerns about the technology, according to an American Customer Satisfaction Index poll released Thursday.
In ACSI’s results, AI scored an overall customer satisfaction score of 73 on a scale of 0 to 100, which the authors noted was slightly below social media (74), airlines and mortgage lenders, but in line with energy utilities.
Of the five platforms mentioned in the survey, Google Gemini led with 76, followed by Microsoft Copilot (74), Claude and ChatGPT (both 73), and Grok and Perplexity (both 71). Meanwhile, TikTok (77) and YouTube (78) both scored better than the AI platforms.
Gemini is one of the most prolific AI services, with access via smart speakers, TVs, phones and computers, while most ChatGPT users access the AI tool via the ChatGPT website or mobile app, and Grok via social media platform X.
The ACSI poll found that 43% of respondents said reduced human-to-human interaction is their main concern, followed by job loss for future generations (37%) and their own job risk (31%), based on interviews with 2,711 US adults.
Baby Boomers were the most skeptical generation in the poll, with 35% saying they are very concerned about AI’s effects, compared to just 6% who view it extremely favorably.
Disconnect between AI adoption and perception
While platforms such as ChatGPT have up to 1 billion weekly users, there is still a disconnect between AI’s adoption and public perception of it, which is driven by concerns over privacy, the spread of misinformation and the loss of jobs.
“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 and director of research emeritus at the ACSI.
21% reported an “extremely favorable” outlook toward AI, while an equal 21% said they are “very concerned about the consequences.”
These results were in line with another poll published by YouGov this week, which found that only 29% think the positive effects of AI outweigh the negative ones, while 36% think its net effects are negative.
It’s worth noting that more than half of the people interviewed (56%) had no recent experience with AI, but of the 44% who did, half of them use AI at least once a day, and the usage went up with people who earned over $100,000 a year.
Last month, an NBC poll suggested that AI was one of the least-liked things in America, but it was still more popular than the Democratic Party.
