Consumer Sentiment Toward AI Evolves in 2025

This research report presents findings from a global consumer study conducted by Qualtrics XM Institute, which surveyed nearly 24,000 consumers across 23 countries regarding their attitudes toward artificial intelligence (AI). The report indicates a decline in consumer comfort with AI, noting a 10.5-point drop compared to the previous year, with significant decreases observed in New Zealand and in the context of receiving medical advice. While only 26% of consumers trust organizations to use AI responsibly, specific use cases show higher comfort levels, with 46% expressing willingness to use AI for common tasks. Concerns about the lack of human connection have risen, with over half of respondents sharing this sentiment. The report also highlights that consumers who have recently interacted with AI tend to be more comfortable using it, although they express increased concern about the effort required in these interactions. The methodology section details the demographic representation of the surveyed population.