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The Rise of Generative AI in Businesses: Insights from J.D. Power's 2025 Survey

J.D. Power, a leading international research company specializing in customer satisfaction studies, has revealed crucial insights into the adoption of generative AI among businesses through its 2025 IT solutions provider customer satisfaction survey. According to the findings, a notable 36% of companies have already integrated generative AI into their operations, a significant growth compared to the previous year when the figure stood at only 18%. Of the businesses utilizing generative AI, 11% are actively leveraging it in their daily practices, while 25% are in the experimental stages of adoption.

Trends in Generative AI Adoption

The survey demonstrated that businesses of all sizes, ranging from small to large corporations, are increasingly embracing generative AI. Particularly, large enterprises are leading this charge, with a staggering 56% reporting the use of generative AI in their operations. The applications of generative AI are diverse, with notable mentions being draft extraction and content generation, where businesses have experienced a remarkable increase of 7 to 10 percentage points from the previous year. Other prominent use cases include information gathering and project planning, translation and summarization, data aggregation and analysis, as well as the creation of internal FAQs and manuals.

High Satisfaction Levels with AI Solutions

The implementation of systems for AI utilization has resulted in impressive satisfaction metrics. Companies that have adopted solutions focusing on AI technologies and big data have an average satisfaction score of 691 points out of a possible 1000. This score significantly surpasses the overall average by more than 50 points. Furthermore, a notable 76% of these enterprises reported that the outcomes have either surpassed or met their expectations in terms of improvements or achievements.

However, it's crucial to acknowledge that not every company has seen the anticipated successes; approximately 25% reported either no improvement or inadequate outcomes. This indicates that while many firms are successfully reaping the benefits of generative AI, the journey is not uniform across the board.

Importance of Continuous Support and Follow-Up

The results underline an essential consideration for IT solutions providers: the need for robust operational support post-implementation and ongoing follow-up strategies aimed at enhancing positive outcomes. This focus is vital for increasing overall customer satisfaction levels and ensuring that businesses can fully leverage the potential that generative AI provides.

Leading Companies in Customer Satisfaction

J.D. Power's survey also ranks several major players in the IT solutions market based on customer satisfaction. Fujifilm Business Innovation topped the list with an impressive score of 656 points, marking three consecutive years at the top spot. Following them are Ricoh Japan with 652 points and JBCC Holdings with a score of 637.

Survey Overview

Conducted annually, this survey analyzes the experiences, adoption levels, and satisfaction ratings of businesses employing external IT systems integration services. The 2025 survey was completed between late July and mid-August, collecting responses from over 4,000 companies across Japan that employ 50 or more staff members.

Conclusion

As generative AI continues to permeate various functionalities within business operations, the implications for future decision-making processes and workflows are poised to be transformative. Organizations keen on leveraging AI technologies must focus on enhancing user experiences through proper implementation and ongoing support, continually adapting and evolving their strategies to meet the changing landscape of customer expectations and technological advancements.