Summary (tl;dr)

Jersey Mike's has unseated Chick-fil-A as the top-ranked fast-food chain in the American Customer Satisfaction Index (ACSI), marking the end of Chick-fil-A's 11-year reign as the leader in customer satisfaction.

Essential Background

For over a decade, Chick-fil-A has consistently held the top position in the American Customer Satisfaction Index's quick-service restaurant category, setting a high standard for customer service and overall satisfaction in the fast-food industry. The ACSI conducts an annual survey to measure consumer sentiment across various sectors, including restaurants, providing key insights into brand performance based on customer experience.

The Full Story

On June 16, 2026, the American Customer Satisfaction Index released its 2026 Restaurant and Food Delivery Study, which revealed Jersey Mike's Subs achieved a customer satisfaction score of 84 out of 100, narrowly surpassing Chick-fil-A's score of 83. This marks the first time in over a decade that a new chain has led the quick-service category, ending Chick-fil-A's remarkable 11-year run at the top. Jersey Mike's, making its debut at the top of the rankings, was particularly recognized for its fresh food, variety, and value, while also successfully maintaining high customer satisfaction despite rapid expansion. The study, compiled from 16,464 customer surveys conducted between April 2025 and March 2026, emphasizes that in a market characterized by increasing consumer selectivity and rising prices, consistency across the entire customer experience is a crucial differentiator.

Why It Matters

This shift in customer satisfaction leadership from Chick-fil-A to Jersey Mike's is significant, signaling evolving consumer priorities and heightened competition within the fast-food sector. Chick-fil-A's long-standing dominance made it a benchmark, and Jersey Mike's ascent demonstrates that attributes like food quality, perceived value, and consistent service can drive success and loyalty, even for rapidly expanding chains. The development also underscores a broader industry trend where restaurants must continually innovate and deliver exceptional, consistent experiences to justify prices, especially as consumers become more discerning with their spending amidst rising costs.

Geographic Location

• Ann Arbor, Washtenaw County, Michigan, United States (location of the American Customer Satisfaction Index (ACSI), which conducts the study)
• Point Pleasant, Ocean County, New Jersey, United States (founding location of Jersey Mike's)
• Atlanta, Fulton County, Georgia, United States (headquarters and a key operational base for Chick-fil-A)