Chick-fil-A loses top spot after more than a decade as Jersey Mike’s claims No. 1 ranking
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For more than a decade, Chick-fil-A has been synonymous with customer satisfaction in the fast food industry. That streak has now come to an end, with sandwich chain Jersey Mike’s claiming the top spot in a major annual survey of American consumers.
The latest American Customer Satisfaction Index (ACSI) report ranked Jersey Mike’s as the highest rated quick service restaurant chain in the United States, awarding the company a score of 84 out of 100. Chick-fil-A, which led the rankings in 2025, slipped to second place with a score of 83.
The results mark a significant shift in one of the restaurant industry’s most closely watched benchmarks. Based on 16,464 customer surveys conducted between April 2025 and March 2026, the study measures consumer satisfaction across a range of factors including food quality, service, convenience and overall experience.
Jersey Mike’s continues strong growth
Founded in Point Pleasant, New Jersey, in 1956, Jersey Mike’s has grown from a local sandwich shop into one of North America’s largest quick service restaurant brands. The company now operates more than 4,000 locations across the United States and Canada.
The ACSI report highlighted the chain’s ability to maintain high levels of customer satisfaction while rapidly expanding its footprint. Researchers pointed to strong customer demand, efficient operations and increasing use of digital ordering and pickup services as key factors behind its success.
The report also noted that Jersey Mike’s benefits from a focused menu and a business model that supports franchise growth. Its signature “Mike’s Way” sandwiches, prepared with onions, lettuce, tomatoes, oil, vinegar and spices, have helped the brand develop a loyal customer following.
As competition intensifies across the quick service sector, consistency has become a major differentiator. Jersey Mike’s appears to have successfully balanced expansion with operational quality, a challenge that has proven difficult for many growing restaurant chains.
Chick-fil-A remains a major force
Despite losing the overall top position, Chick-fil-A remains one of the strongest performing brands in the industry. The ACSI described the company as the clear leader within the chicken category, reflecting the brand’s continued popularity among consumers.
The Atlanta based chain has built its reputation on customer service, operational efficiency and a focused menu centred on chicken sandwiches and related products. Its second place finish suggests that while customer satisfaction remains exceptionally high, competition from other fast growing brands is becoming increasingly intense.
The latest rankings also demonstrated the strength of several other national chains. Jimmy John’s and Panda Express tied for third place with scores of 81, while KFC, Papa Johns and Pizza Hut each scored 80.
Domino’s, Raising Cane’s, Starbucks and Subway followed closely behind, all receiving scores of 79. Burger King, Culver’s, Dunkin’, Little Caesars and Panera Bread rounded out the next tier with ratings of 78.
Industry competition continues to intensify
The findings reflect broader changes taking place across the restaurant industry as brands invest heavily in technology, convenience and customer experience. Mobile ordering, digital loyalty programmes and streamlined pickup services have become increasingly important in attracting and retaining customers.
Brands that can deliver consistent quality while adapting to changing consumer expectations are likely to continue gaining market share. Jersey Mike’s rise to the top of the rankings illustrates how smaller but fast growing chains can challenge long established industry leaders.
At the opposite end of the rankings, Dairy Queen and McDonald’s tied for the lowest score among major quick service brands, each receiving 72 points.
While a single survey does not determine long term success, the latest ACSI results provide a snapshot of changing consumer preferences in one of the world’s most competitive restaurant markets. For Jersey Mike’s, the recognition represents a milestone moment. For Chick-fil-A and its rivals, it serves as a reminder that maintaining customer loyalty requires constant innovation and consistent execution.
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