Summary (tl;dr)

Jersey Mike's has dethroned Chick-fil-A as America's favorite fast-food chain in the annual American Customer Satisfaction Index (ACSI) Restaurant and Food Delivery Study for 2026, ending Chick-fil-A's 11-year reign at the top.

Essential Background

For over a decade, Chick-fil-A has consistently held the top spot in customer satisfaction rankings within the quick-service restaurant (QSR) industry, known for its strong service and popular chicken menu. Both Jersey Mike's, a rapidly expanding sub sandwich chain, and Chick-fil-A are prominent players in the competitive U.S. fast-food market. Chick-fil-A maintained a commanding lead in the U.S. chicken fast-food industry, holding a 45.5% market share in 2023. Jersey Mike's has also shown significant growth, increasing its market share in the sandwich industry from 6% in 2019 to an estimated 13% by 2025 and 20% by April 2026, largely through rapid unit expansion.

The Full Story

The American Customer Satisfaction Index (ACSI) Restaurant and Food Delivery Study 2026, released on June 16, 2026, reported that Jersey Mike's achieved a 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 Chick-fil-A has not secured the leading position in the QSR category. Jersey Mike's, which entered the ACSI rankings for the first time, was recognized for its freshness, food variety, and value. The ACSI noted Jersey Mike's success is consistent with its rapid unit growth, strong customer demand, and a business model conducive to franchisee success, including a focus on off-premise convenience and digital pickup. The study's results were based on 16,464 completed surveys conducted via email between April 2025 and March 2026. Despite falling to second place overall, Chick-fil-A remains the top-rated chain in the chicken-focused category.

Why It Matters

This shift in customer satisfaction rankings highlights a changing landscape in the fast-food industry, where consistency, reliability, and perceived value are increasingly critical drivers of consumer choice. Jersey Mike's rise demonstrates that aggressive expansion combined with a focus on fresh, customizable menu items can challenge long-standing industry leaders. For consumers, this trend could lead to increased competition among QSRs, potentially driving further improvements in food quality, service, and value as chains vie for customer loyalty. It also suggests that even highly successful brands like Chick-fil-A need to continuously innovate and adapt to evolving customer expectations to maintain their top position.

Geographic Location

• United States (primary market for ACSI study results)
• Ann Arbor, Washtenaw County, Michigan, United States (location of American Customer Satisfaction Index, the study's publisher)