Chick-fil-A dethroned – After an 11-year run at the top, Chick-fil-A was overtaken in the American Customer Satisfaction Index by Jersey Mike’s, with the sandwich chain scoring 84 out of 100—one point ahead of the chicken giant.
For 11 straight years, Chick-fil-A held the top spot in American Customer Satisfaction Index rankings among quick-service chains. Then, on June 16, the new ACSI results landed—and the order changed.
The ACSI, based on thousands of customer surveys reflecting on recent experiences with major restaurant brands, put Jersey Mike’s at the top for 2026. The sandwich chain earned an ACSI score of 84 out of 100 from 16,464 respondents, knocking Chick-fil-A to second place with a score of 83.
Jersey Mike’s’ momentum has been visible in both performance and footprint. The chain added 238 net new locations in 2025 and cleared $4.2 billion in sales, factors the report placed in the same frame as a broader consumer shift.
“The U.S. restaurant industry faced difficulties in 2025, with total sales struggling to keep pace with inflation,” the report said. “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.”.
That “enjoyable experience” showed up in the categories ACSI says matter most. Accuracy of food orders. food and beverage quality. and courtesy and helpfulness of waitstaff were the top satisfaction factors. and each improved year-over-year. Yet the mobile side of the business—where customers often notice problems fastest—also moved upward.
ACSI said satisfaction with mobile apps improved sharply, rising 12% from 78 to 87 in 2026. Website and mobile app quality satisfaction both increased by 4%. The report tied those gains to the industry’s push to reduce friction in carryout and digital ordering. describing how service failures are felt most acutely when customers believe they are paying more for delivery.
Burger choices tell another story inside the larger shake-up. Chick-fil-A remained on top for chicken in the breakdown by category. In the sandwich category, Jersey Mike’s kept its crowning spot. Pizza and coffee also produced its own leaders: Papa Johns and Pizza Hut tied for pizza. Starbucks led the coffee pack. and Burger King and Culver’s were the winners in burgers.
McDonald’s—fresh off a viral moment involving CEO Christopher Kempczinski’s Big Arch taste test—wasn’t a top contender in the burgers list. It ranked seventh with a score of 72, not breaking the top five.
The full quick-service rankings in 2026, as published by ACSI, placed Jersey Mike’s (84) first, followed by Chick-fil-A (83). Jimmy John’s (81) and Panda Express (81) came next. with KFC (80). Papa Johns (80). Pizza Hut (80). Domino’s (80). and Raising Cane’s (79) close behind. Starbucks, Subway, and Burger King all followed with scores listed as 79, 79, and 78 respectively, with Culver’s at 78. Dunkin’ and Little Caesars also landed at 78, rounding out the group of high-scoring chains.
Past the quick-service segment, full-service results showed a different kind of competition. Texas Roadhouse and LongHorn Steakhouse tied for the top sit-down spots with ACSI scores of 82. even as those scores reflected a 1% to 2% point decrease for both. Olive Garden followed closely with 81. while several others fell into the high 70s. including Applebee’s (79). Chili’s (79). Cracker Barrel (79). Golden Corral (79). Outback Steakhouse (79). The Cheesecake Factory (79). and Buffalo Wild Wings (78).
Lower scores for full-service included Red Lobster (78), Red Robin (78), Denny’s (77), IHOP (76), and First Watch at 72.
Taken together. the rankings show how quickly consumer sentiment can re-order the market: Jersey Mike’s earned the top quick-service satisfaction spot. while Chick-fil-A slipped by a single point. On the customer-experience front. the report pointed to improving service accuracy. food quality. staff helpfulness—and to the sharp gains in mobile app reliability that reflect where today’s customers often judge whether a restaurant is keeping its promises.
ACSI 2026 restaurant rankings quick-service Chick-fil-A Jersey Mike's fast food customer satisfaction mobile apps digital ordering Christopher Kempczinski McDonald's Big Arch