The Metrigy Consumer CX Index

Author: Layne Haaksma, Senior Research Analyst

The Metrigy Consumer Customer Experience (CX) Index serves as a comprehensive barometer for shifting consumer sentiments, the impact of artificial intelligence (AI) on service delivery, and the evolving benchmarks of customer excellence across various demographics and industries.

The Q1 2026 Index establishes a baseline sentiment score of 123.8, with responses suggesting overall optimism. The underlying data tells a detailed story highlighting the preferences and sentiments of different consumer demographics. Although consumers are increasingly satisfied with the technical capabilities of AI, their preference for human interaction remains high. As companies transition toward full or partially automated service models, they must understand that consumers don't measure success by the presence of AI. Rather, they assess the appropriate use of human and AI agents, with seamless handoffs from one to the other before they get frustrated.

Table of Contents

• Executive Summary
  • Key Takeaways
• Methodology & Respondent Profile
  • Methodology
  • Respondent Profile
• The Consumer Experience Scorecard
  • CX Ease Index
  • AI Satisfaction Index
  • AI Trust Index
  • Resolution Index
  • Proactivity Index
  • Relationship Index
  • CX Momentum Index
  • Empathy Index
• The State of Human vs. AI Interaction
  • The Pain Point of Voice Agents and Phone Preference
  • People More Important Than Technology
• Industry Performance Analysis
  • Retail: The Gold Standard for Modern CX
  • Healthcare: High Volume, High Satisfaction
  • Financial Services: Trust and Human-Centricity
  • Industry Comparison: AI Effectiveness vs. General CX
  • The Bottom of the Delta: Government
  • Strategic Roll-up
• The Breaking Point: Demographic Drivers of Consumer Tolerance
  • The Socioeconomic Tolerance Cliff
  • Generational Obstacles and the Age Gap
  • How to Fix Bad Experiences
• The Rise of Proactive Engagement
• Strategic Recommendations
• Conclusion
• Working With Metrigy