2025 METRIC SHERPA RESEARCH REPORT

Why Aren't Customers Buying Brand Promises?

Conducted in partnership with Sprinklr, this 2025 Metric Sherpa report highlights why trust is eroding, where leaders are misaligned, and how to rebuild customer confidence in the age of AI.

The Brand and Customer Disconnect

91%

Confidence Divide

91% of leaders believe their brand delivers the intended experience, but only 40% of consumers agree it's consistent.

86%

Trust Gap

86% of leaders believe customers trust their brand... only 44% of consumers agree.

59%

Loyalty Cliff

59% of consumers abandon a brand after a single poor experience.

17%

Adoption Illusion

Leaders believe most customers are comfortable using AI for support, but only 17% truly agree.

What’s Inside the Report

10 Reality Gaps That Threaten Loyalty and Revenue

The Trust Gap
The Customer Churn Gap
The AI Preference & Comfort Gap
The Recovery & Loyalty Gap
The Overpromising Gap…and more

Dual-lens analysis from 869 business leaders and 1,818 consumers. Severity rankings based on revenue risk, loyalty impact, and reputational exposure. Generational insights into AI trust and comfort

The CX Confidence Disconnect is a call to action. This report equips leaders with the truth and the tools to rebuild trust that lasts.”

Justin Robbins

Founder,

Get the insights now

CX is the new currency of growth. This report reveals how misaligned perceptions between leaders and customers are costing brands trust, loyalty, and revenue - and how to fix it.   

Sprinklr commissioned this research to help brands close the gap between promise and delivery. As the leading AI-native Unified CXM platform, Sprinklr empowers enterprises to deliver consistent, trusted experiences across every customer touchpoint. 

Explore the full findings and actionable strategies to rebuild customer confidence.

Download the “CX Confidence Disconnect” report