For the first time in over a decade, Chick-fil-A falls to second place in customer satisfaction rankings
Category: Business
In a surprising shift within the fast-food industry, Jersey Mike's has dethroned Chick-fil-A as the top-rated quick-service restaurant, according to the American Customer Satisfaction Index (ACSI). This marks the first time in over a decade that Chick-fil-A has not held the coveted top spot, as the sandwich chain secured an ACSI score of 84 out of 100, edging out Chick-fil-A by a mere point, which maintained a score of 83.
The findings, based on surveys from 16,464 respondents, were published on June 16, 2026, highlighting a broader trend in consumer preferences. The U.S. restaurant industry faced challenges in 2025, with total sales struggling to keep pace with inflation. As a result, customers are increasingly emphasizing consistency, reliability, and perceived value over mere price.
Jersey Mike's has been praised for its freshness, food variety, and value, contributing to its rise in customer satisfaction. The chain reported $4.2 billion in sales in 2025, bolstered by the addition of 238 net new locations. Meanwhile, Chick-fil-A, though still a dominant force in the chicken segment, saw its score remain unchanged from the previous year.
The ACSI report noted that in a market defined by trade-offs, brands that deliver consistently enjoyable experiences are gaining traction. "The U.S. restaurant industry faced difficulties in 2025, with total sales struggling to keep pace with inflation," the report stated. "In a market defined by trade-offs, customers are placing greater emphasis on consistency, reliability, and perceived value as opposed to just price. Brands that deliver a consistently enjoyable experience are gaining ground."
In terms of rankings, Chick-fil-A continues to excel in the chicken category, maintaining its position as the leading chain for chicken offerings. The top five chicken spots in the ACSI rankings include:
In the broader quick-service restaurant category, the top 15 chains according to the 2026 ACSI include:
In stark comparison, McDonald's ranked seventh in the burger category, scoring a mere 72, failing to break into the top five. This ranking highlights a shift in consumer preferences, with many opting for chains that offer perceived value and quality over traditional fast-food giants.
The ACSI rankings are a reflection of consumer sentiment and dining experiences across the United States. As inflation continues to impact the economy, customers are becoming more discerning about where they spend their money. The report indicates that factors such as accuracy of food orders, food and beverage quality, and the courtesy of waitstaff have become increasingly important in determining customer satisfaction.
Interestingly, the report also revealed improvements in mobile app reliability, with customer satisfaction rising significantly from 78 to 87, marking a 12% increase. This improvement aligns with industry efforts to streamline digital ordering processes, an area where many customers have expressed frustrations in the past. The quality of mobile apps and websites has also seen a 4% increase in satisfaction, indicating a broader push for enhancing customer experience in the digital space.
In the full-service restaurant category, Texas Roadhouse and LongHorn Steakhouse tied for the top spot, each earning an ACSI score of 82. Olive Garden followed closely behind with a score of 81, illustrating a continued preference for steak and hearty meals even as beef prices rise sharply.
As the fast-food industry adapts to changing consumer preferences, it is uncertain how Chick-fil-A will respond to this shift in rankings. The chicken chain has long been a favorite among consumers, and its strong presence in the chicken category suggests that it still holds considerable influence in the market.
Looking ahead, the focus on quality and customer experience is likely to shape the strategies of fast-food chains as they seek to attract and retain customers. As the ACSI report suggests, brands that can consistently deliver enjoyable experiences will likely continue to thrive in this competitive environment.
With the next ACSI report expected to be released in 2027, industry observers will be closely monitoring how these rankings evolve and whether Jersey Mike's can maintain its lead or if Chick-fil-A will reclaim its title as the top-rated quick-service restaurant.