Jersey Mike’s Tops Chick-fil-A in Customer Satisfaction, June 19

Jersey Mike’s has overtaken Chick-fil-A as America’s top-rated fast-food chain, ending the chicken giant’s 11-year reign. In the 2026 American Customer Satisfaction Index released June 16, the New Jersey sandwich chain scored 84 out of 100, narrowly edging Chick-fil-A’s 83. The ranking drew on 16,464 customer surveys conducted between April 2025 and March 2026. This marks the first leadership change in over a decade.

How Jersey Mike’s Won the Top Spot

Jersey Mike’s earned the number one ranking by emphasizing freshness, menu variety, and value. The chain added 238 net new locations in 2025 while maintaining its high satisfaction score, reaching $4.2 billion in systemwide sales. Researchers credited the brand’s business model, which focuses on speed, convenience, and digital ordering, as key to its success.

Chick-fil-A Remains Strong Despite the Drop

Chick-fil-A did not decline in absolute terms, holding steady at 83 out of 100. The chicken chain still leads its category, with KFC following at 80 and Popeyes at 73. Analysts noted that Chick-fil-A remains one of the highest-scoring brands in any ACSI category, despite losing the overall quick-service restaurant crown.

What the Index Measures

The ACSI ranks chains based on customer satisfaction, not sales volume or popularity. The 2026 study surveyed 16,464 customers via email about their recent experiences with major chains. Customers evaluated factors including order accuracy and digital experience. At the bottom of the rankings, McDonald’s and Dairy Queen tied at 72 out of 100.

Industry Stability With Shifting Leaders

Quick-service restaurants as a category held steady at an ACSI score of 79 for the third consecutive year. However, the industry saw significant movement at the top. Michigan State University marketing professor Forrest Morgeson noted that new brands entering the rankings and competing at the top level signals where consumer expectations are headed. Price alone no longer drives satisfaction; consistency across the full experience now separates leaders.

Final Thoughts

Jersey Mike’s dethroning of Chick-fil-A signals a shift in what fast-food customers value most. While Chick-fil-A remains strong, the data shows that freshness, variety, and operational consistency now matter as much as brand loyalty.

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