Consumer CX Index Q1 2026

Authors: Layne Haaksma, Senior Research Analyst The Metrigy Consumer CX Index is a longitudinal tracking framework designed to capture the evolving sentiment of customer experience (CX) for consumers. By monitoring current perceptions and future expectations across personal, economic, and societal dimensions, the index serves as a vital barometer for how CX is reshaping the world. To create this index study, Metrigy surveyed 1,000 demographically representative U.S. respondents to give their opinion on their current experiences while contacting companies which with they do business. The overall Consumer CX Index comprises eight individual indexes, each measuring a different facet of customer experience. They are:

• CX Ease Index
• CX AI Satisfaction Index
• AI Trust Index
• Resolution Index
• Proactivity Index
• Relationship Index
• CX Momentum Index
• Empathy Index

Using a standard diffusion index methodology, we create raw scores for each component by subtracting the percentage of negative responses from the percentage of positive responses. Participants use a five-point scale ranging from “much worse than expected” to “much better than expected.” We then increase the weighting of the most positive and negative responses by 50%, giving extra emphasis to areas that have a higher concentration of a strong sentiment in either direction. These first-quarter 2026 ratings will act as the baseline for the index going forward.