2026美国民众AI认知调研报告：态度分歧，高频用户已锁定头部优势产品

Americans AreSplit on AI Frequent Users Are Already Picking Winners Overview KEY TAKEAWAYS AI usage is simultaneously broad and concentrated.More than half of surveyed respondents say they havenot recently used any AI platform, but among those who This report summarizesresults from a2,711-respondentAmerican CustomerSatisfaction Index(ACSI®) survey covering Public opinion about AI is polarized, with 21% reportingan “extremely favorable” outlook and an equal 21% “veryconcerned about the consequences of AI,” leaving 58% in Across six measured platforms, overall customersatisfaction is rated at 73 on a scale of 0 to 100, led by Satisfaction with AI (73) is on par with energy utilities andwithin a point of social media platforms—industries not Paying customers report higher satisfaction and loyalty to ACSI modeling identifies functional capabilities and trust/data security as the strongest drivers of satisfaction. Generational differences are shaping both sentimentand product expectations. Older respondents are moreconcerned about AI’s consequences, while younger High-income earners are among AI’s biggest supportersbut are not without reservations concerning negative Overall, the ACSI results depict a market that is moving fast amongactive users but still unsettled for the broader public. Market Adoption and Consumer Sentiment More than half of respondents (56%) say they have no recent experience using any AI platform.However, among the 44% who have used AI recently, usage is intense. Specifically, 61% use an AI This “non-user majority versus daily-user minority” pattern suggests that adoption is not simply aquestion of awareness; for many consumers, AI becomes habitual once it clears a usefulness and Sentiment mirrors this uneven uptake. Morethan one in five respondents (21%) reportan “extremely favorable” outlook toward AI,while an equal share (21%) say they are “very Age is a meaningful divider, with baby boomers expressing the sharpest concern: 35% are veryconcerned about AI’s consequences, compared to 6% who view it extremely favorably. Younger groupsare less alarmed but still carry notable levels of apprehension. Gen Z, for example, shows both concern The demographic group with the highest rate of AI adoption and greatest optimism-to-concern ratiosare high-income earners. Seventy-two percent of respondents with an income of $100,000 or morehave used AI recently, with the vast majority using it several times a day. Heavily influenced by AI Platform Performance: Satisfaction, Competitive Across six measured AI platforms, overall satisfaction averages 73, a score that matches energyutilities. While AI ranks just above internet service providers (72), it falls below, food delivery, socialmedia, and mortgage lenders (all 74)—industries that are not typically recognized for outstandingcustomer satisfaction. Despite the rapid pace of AI improvements and penetration into the market, Among the individual platforms, Google Gemini ranks highest with an ACSI score of 76, 2 points aheadof Microsoft Copilot (74). Claude and ChatGPT tie at 73, followed by Grok and Perplexity at 71. Satisfaction rises among people who pay for premium service tiers. ChatGPT shows the largest lift inthis segment, moving to second place with a score of 80 among premium users, trailing only Geminiat 82. Loyalty also jumps for users of the top platforms among premium subscribers, indicating that Satisfaction is broadly consistent across most age groups except for Gen Z, whose overall ACSI scoreis 69. This score trails Millennials, Gen Xers, and Baby Boomers, who all post scores of 74. Loyalty Drivers of Satisfaction In the aggregate, AI platforms receive consistent customer experience (CX) scores in the low-to-mid70s. While this indicates a solid performance across core dimensions, AI platforms are not yet deliveringtop-tier experiences. Workflow enablement attributes, such as complex task handling (75) and outputaccuracy (74), along with trustworthiness (74) and the look and feel of the user interface (74) receive …the biggest leversfor improvingsatisfaction A key driver analysis of the individual characteristics of the userexperience reveals that the biggest levers for improving satisfactionare functional capabilities and trust/data security. Specifically,the capacity for driving current levels of satisfaction higher is Privacy and Advertising as Near-Term As such, trust remains a bindingconstraint on AI adoption and One noteworthy signal in the results is that dataprivacy for AI (72) sits slightly below the overallAI satisfaction average and in line with theprivacy score from the ACSI’s social media survey Improvements in capability may not fully convertnon-users in the face of fears surrounding prompt As AI tools become more embedded in workand in sensitive personal domains (professionaldecision-making, small-business activity, healthquestions, family matters, and other high-stakes A second related risk co