• by Ray Schultz , Columnist, April 7, 2025

Brands relying on email and phone to deal with customers are losing out on a growing trend: Consumers are turning to ChatGPT for advice and information, according to a study from Express Legal Funding, conducted by SurveyMonkey: How People Use & Trust ChatGPT in 2025. 

Of the individuals polled, 60% have followed advice given on ChatGPT. And 70% feel the advice was helpful, although 10% say it caused problems.  

Moreover, 34% say they would trust ChatGPT over a human expert.

But usage varies by age: 84% of people in the 18-29 cohort have used ChatGPT for advice, showing that they are more plugged into technology and open to digital experimentation, the study says. 

In contrast, those in the 30-44 age range have used ChatGPT, as have 66.7% in the 45-60 group. But only 22.7% of people ages 60+ have utilized it.

Gender also plays a part: 58.5% of women have consulted ChatGPT for advice, versus 63% of men. 

Consumers have sought these types of advice from ChatGPT:  

• Legal — 12% 
• Medical — 22% 
• Financial — 33% 
• News/Current Events — 27
• Product Recommendation — 30%
• Relationship Advice — 15%
• Career — 20% 
• Mental Health — 18%
• Educational — 50% 
• Other — 7% 

But not all subjects are equally trusted.  

The most trusted advice topics are career, education and product recommendations. The least trusted are legal and medical. 

But here’s the bad news for ChatGPT proponents. Only 14.1% strongly agree that it will benefit humanity.  

SurveyMonkey surveyed 100 U.S. consumers in March 2025.