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of marketers report that AI makes their job easier*

of people prefer to get customer service from a human rather than a chatbot**

of marketers fear that AI will challenge their job safety*

Stats on AI: 1. Net Promoter Score is 72 points higher for human service agents than for AI 2. 75% of marketers support AI-generated content being excluded from search engine results 3. 26% of market researchers say they use AI in their work daily or weekly
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Despite their favorable views of AI, marketers have a healthy respect for its potential for disruption.

AI in the customer experience - research by SurveyMonkey

The average NPS for human customer service is +6 (slightly positive), while the average NPS for an AI-driven customer service is -66 (very negative).

Smiling woman dancing

Adoption of AI is slower among market researchers—49% haven’t used AI in the past three months—but it’s not for lack of enthusiasm.

“The immediate opportunity for the adoption of generative AI is not to replace humans, but to augment them…think of GenAI like an eager intern, cranking out the tedious labor and passing it to a human for approval.”


Dave Seaton, CEO of Seaton CX

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Students use AI for schoolwork but fear for their job prospects.

Smiling woman holding tablet

AI isn’t used by many providers yet but within 5 years it may be.

Woman snapping her fingers

AI could shake the foundations of the US entertainment industry.

Man with serious expression holding tablet

Among US workers, AI is a threat to some, but a concern to many.

*This SurveyMonkey study was conducted among 403 marketing professionals on July 11-18, 2023. Respondents were selected from an online non-probability panel.


**This SurveyMonkey study of 2,201 US consumers aged 18+ was conducted from April 17 - 19, 2023 and weighted by age, race, gender, education, geography, using the Census Bureau’s Community Survey to reflect the demographic composition of the United States.


Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.