Popular sandwich chain dethrones Chick-fil-A as leader in customer satisfaction rankings

For the first time in more than a decade, a new restaurant chain has claimed the top spot for customer satisfaction among America’s quick-service restaurants, ending an 11-year streak by one of the industry’s most recognizable brands.

According to the 2026 American Customer Satisfaction Index (ACSI), Jersey Mike’s ranked No. 1 among quick-service restaurant chains with a score of 84 out of 100. The sandwich chain narrowly surpassed Chick-fil-A, which earned a score of 83 after holding the top position for 11 consecutive years. The results highlight shifting consumer preferences as diners increasingly prioritize quality, consistency, and overall value.

Customers praise quality and consistency

The ACSI survey collected responses from more than 16,000 consumers between April 2025 and March 2026. Participants rated restaurants on factors such as food quality, order accuracy, staff courtesy, speed of service, cleanliness, mobile app performance, and overall value. Jersey Mike’s received particularly strong marks for its fresh ingredients, menu quality, consistency, and customer experience.

Forrest Morgeson, director of research emeritus at ACSI, said today’s consumers are placing greater emphasis on dependable service and a positive dining experience, even as restaurants continue to navigate higher operating costs and changing customer expectations.

Competition remains fierce

Although Jersey Mike’s claimed the top overall ranking, the competition remains close. Chick-fil-A finished just one point behind, while Jimmy John’s and Panda Express tied for third with scores of 81. KFC, Papa Johns, and Pizza Hut each earned scores of 80.

Jersey Mike’s rise to the top reflects growing demand for restaurants that consistently deliver fresh food, accurate orders, and strong customer service. As competition across the quick-service industry intensifies, brands will likely continue investing in food quality, digital ordering, and operational improvements to win over increasingly discerning consumers.

Links on this page may be affiliate links, for which the site earns a small commission, but the price for you is the same