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2025 Report

In AI We Trust? How Brands Are Earning Loyalty in an Automated World

New global research reveals the widening trust gap between business AI adoption and consumer sentiment—and the strategies successful brands use to bridge it.

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The AI Paradox Every Leader Must Navigate

While 75% of marketing leaders say AI is more critical to their strategy than ever, only 19% of consumers feel excited about it. This exclusive research from HubSpot and SurveyMonkey, based on insights from over 1,800 business leaders and 15,000 consumers across seven global markets, reveals four key tensions reshaping how brands build trust in an AI-driven world.
  • 75%

    of marketing leaders say AI is more important to their strategy this year than last

  • 19%

    of consumers say they feel excited about AI (vs. 34% who feel concerned)

  • 82%

    of consumers prefer human support, even when AI outcomes and wait times are identical

  • 28%

    of consumers have stopped purchasing from a brand due to its use of AI

The opportunity is clear: Brands that master AI-powered authenticity will capture customer loyalty while competitors struggle with trust. This 15-page report provides the roadmap to close the gap between innovation and customer connection.

Turn Survey Insights Into Growth with SurveyMonkey in HubSpot

26 years of survey expertise meets HubSpot's powerful CRM. Easily collect, automate, segment, and act on survey data right inside HubSpot.

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