The AI Consumer Experience 2Q 2026 – Detailed Report

Author: Layne Haaksma, Senior Research Analyst

The Metrigy AI Consumer Experience Index serves as a comprehensive barometer for shifting consumer sentiments, measuring how technological advancements—specifically in AI—are fundamentally altering service expectations. The Q2 2026 index establishes the new reality that we are moving past the initial shock and skepticism of automated and assisted customer service. The overall AI Consumer Experience Index rose to an impressive 104.6 this quarter, indicating a measurable, positive shift in consumer sentiment compared to first quarter’s baseline of 100.

This quarter’s data confirms that consumer comfort with AI is growing and its usage is normalizing. Consumers are no longer merely tolerating AI; certain demographics are actively rewarding companies that implement it effectively. We saw significant jumps in both the AI Satisfaction Index and the AI Trust Index, suggesting that the underlying technology is maturing past frustrating deflection tactics into genuine problem resolution, time savings, and other benefits.

Despite the positive momentum overall, the research highlights a substantial divide, with widening gaps across age groups, gender, and socioeconomic lines. This data uncovered four distinct consumer personas that are affecting the market differently. Metrigy’s consumer sentiment tracking pre-dates this index, and for the first time in our tracking history, a core working-age demographic (35-to-44-year-olds) explicitly stated that technology is more important than human agents in creating a positive customer experience. Conversely, the older demographics continue to firmly resist automated channels, demanding human intervention almost immediately. CX leaders who understand the importance of targeting customers based on their preferences and these identified buying personas will have greater success than those who use broad, general outreach and service strategies.

Table of Contents

• Executive Summary
• Key Takeaways
• Purpose, Methodology, & Respondent Profile
• The Q2 2026 AI Consumer Experience Scorecard
  • AI Satisfaction Index: 111.8 7
  • AI Trust Index: 107.6 7
  • Proactivity Index: 105.8 8
  • CX Ease Index: 104.7 8
  • Empathy Index: 103.4 9
  • Resolution Index: 102.0 9
  • Momentum Index: 101.8 10
  • Relationship Index: 101.0 10
• The New Consumer Buying Personas
  • The AI Superstars
  • The Human Loyalists
  • The Silent Multitaskers
  • The Tolerant-but-Trapped Middle
• General Customer Service
  • Shifting Technology Preferences by Age and Gender
  • What is Driving the Channel Choice?
  • The Stakes for Businesses
• The Human Safety Net: Why We Still Prefer People
  • The Alarming Business and Consumer Gaps
  • Trust Over Resolution
• Industry Performance Analysis: Delta Dynamics and Shifting Channels
  • Retail: The Delta Leader in Modern CX
  • Financial Services: The AI Implementation Winner
  • Healthcare: High Volume, Rapid Digitization
  • The Bottom Tier: Government Agencies
• CX Tolerance and Breaking Points
• The Evolution of Proactive Outreach
• Strategic Recommendations
  • Align Strategy to the Personas
  • Bridge the Reality Gap
  • Eliminate the Trapped Data Silos in Financial Services
  • Lean Into Logistical Proactivity
• Working With Metrigy