Customer Acceptance of AI Features

Before launching AI features, measure where your customers accept AI, where they prefer humans – and what builds trust.

Start for free Book a demo
Customer Acceptance of AI Features – questionnaire preview

Many companies are building AI into their products right now – and only learn after launch where customers welcome it and where it costs trust. This template reverses the order. Its centrepiece is a scenario matrix: for typical situations (service requests, recommendations, advice, decisions) respondents state whether they would rather be served by a human, an AI or a combination. Trust statements and labelling expectations follow – relevant also in view of the transparency obligations of the EU AI Act. Simply adapt the scenarios to your industry.

When should you use this template?

This template is a great fit for:

  • Before launching AI features as an acceptance baseline
  • To prioritise which processes get AI support first
  • As a repeat measurement to track how trust develops

Every question in this template

  1. 1

    How often do you knowingly use AI features in products or services (e.g. chatbots, AI recommendations)? *

    Single choice
    • Never
    • Rarely
    • Occasionally
    • Often
    • Daily
  2. 2

    Human or AI? Your preference per situation

    Who would you like to be served by in the following situations?

    Matrix
    Human onlyRather humanNo preference, as long as it worksRather AIHappy with AI
    Answering simple service questions (e.g. delivery status)
    Receiving product or plan recommendations
    Resolving a complaint
    Personal advice on an important decision
    Deciding on my application or request
  3. 3

    Trust in AI

    How much do you agree with the following statements?

    Matrix
    Strongly disagreeDisagreeNeutralAgreeStrongly agree
    I trust companies to use AI responsibly.
    AI answers are usually helpful for me.
    I am fine with AI using my data to personalise offers.
    For important matters I always want to be able to reach a human.
  4. 4

    How important is it to you that AI features are clearly labelled as such?

    Single choice
    • Very important – I always want to know
    • Somewhat important
    • Not very important
    • Irrelevant, as long as the result is good
  5. 5

    Overall, how comfortable are you with AI features in the products you use?

    Rating
  6. 6

    What would strengthen your trust in AI features the most?

    Long text

From questionnaire to dashboard

The dashboard shows at a glance where your customers accept AI – and where human contact is (still) indispensable:

  • Human-vs-AI profile per scenario: The scenario matrix as 100% stacked bars: for each situation you see the share from “human only” to “happy with AI” – your prioritisation map for AI features.
  • Trust profile: The trust statements as diverging bars show whether scepticism is driven by data use, quality or lack of transparency.
  • Comfort index by segment: The comfort rating as a mean, crossed with age or customer group – AI acceptance often differs sharply between segments.
  • Transparency expectation: How many customers expect clear AI labelling? The donut delivers the argument for your product and legal teams.
  • Trust drivers from open answers: The open question on what would build trust, analysed with AI topic and sentiment analysis.

Related survey templates

Browse all survey templates →

Frequently asked questions

Why measure acceptance before launch?
Because an AI feature in the wrong place burns trust you worked hard to build. The scenario matrix shows in advance where customers welcome AI (e.g. fast service answers) and where they expect a human (e.g. complaints, advice). So you invest where acceptance already exists.
Do I need to adapt the scenarios?
Yes, definitely. The included scenarios are deliberately generic. Replace them with the three to six situations where AI would realistically be used in your business – the more concrete, the more reliable the answers.
What is the labelling question about?
The EU AI Act includes transparency obligations: people should be able to tell when they are interacting with an AI system. The question measures how much your customers care about such labelling – usually far more than product teams assume.

Start with this template

Load the template into DataLion, adapt it to your brand and start collecting responses — GDPR-compliant, in minutes.

Start for free Book a demo