Meet the Metrigy Consumer CX Index

Trying to balance customer expectations with business services has become a complex, fast-moving challenge; this quarterly benchmark will track what’s going right and wrong.

Customer expectations evolve—sometimes gradually and sometimes all at once. And AI plays a double-sided role. On one hand, it shapes how customer expectations shift. On the other, it guides businesses on how to respond to those shifts.

So, trying to balance customer expectations with business services has become complex, fast-moving, and frankly, a big issue that companies aren’t addressing well. That one reason we created the Metrigy Consumer CX Index—a quarterly benchmark of 1,000 demographically representative U.S. consumers designed to track how consumers feel about their experiences, how those perceptions are shifting, and where companies are getting it right or wrong.

The index comprises eight sub-indexes: Ease, AI satisfaction, AI trust, resolution, proactivity, relationship, momentum, and empathy.

The Q1 2026 baseline index shows that customers are generally optimistic but also discerning. The overall sentiment score of 123.8 reflects positive momentum—but underneath that number is a set of expectations that should encourage every customer service leader and technology vendor to reassess their strategy.

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Author(s)

Robin Gareiss