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Jersey Mike's tops Chick-fil-A – but the rankings tell a bigger story
Staff reports Mary Walrath-Holdridge
USA TODAY
July 20, 2026, 5:07 p.m. ET
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Chick-fil-A has been at the top of customer satisfaction rankings for over a decade, so how was it finally knocked off the fast food throne?
This year, things went Jersey Mike’s way, ending Chick-fil-A’s 11-year run at No. 1 in the quick-service category of the American Customer Satisfaction Index. But that doesn’t mean Chick-fil-A’s ratings suddenly fell off – in fact, they didn't fall at all.
According to the ACSI data, which measures how diners rate major restaurant chains, Chick-fil-A’s score stayed the same as the previous survey, while Jersey Mike’s moved slightly ahead. For customers, the bigger takeaway is that competition in fast food appears to be getting tighter, especially as hungry patrons pay closer attention to freshness, variety and value.
What changed in the rankings?
Chick-fil-A’s loyal fans might assume the chain’s satisfaction score plunged, but the data tell a more nuanced story.
Jersey Mike’s ranked first among quick-service restaurants in the latest American Customer Satisfaction Index report with a score of 84 out of 100. Chick-fil-A came in second, just a point shy at 83.
Did Chick-fil-A’s score actually drop?
No. Chick-fil-A remained at 83, the same score it received in the prior survey when it still held the top spot.
In other words, the chicken chain didn’t fall so much as a rival climbed slightly higher. Jersey Mike’s improved just enough to move ahead slightly.
Why did Jersey Mike’s move ahead?
Freshness, food variety and perceived value earned Jersey Mike’s earned strong marks on the survey. Those factors appear to be carrying more weight as customers compare taste and price.
The broader fast food category also saw a drop in customer satisfaction from the previous year, suggesting diners may be more sensitive to cost and overall experience.
Where does Chick-fil-A still lead?
Chick-fil-A still ranked first in the chicken category when the ACSI broke quick-service restaurants into segments. It placed ahead of chains including Raising Cane’s and KFC. That category leadership mirrors years of survey results that point to strong marks for Chick-fil-A’s customer experience.
View Gallery - Chick-fil-A celebrates its 80 years of history
Additionally, a 2025 study by Intouch Insight and QSR Magazine said Chick-fil-A posted a 98% customer satisfaction rate in the drive-thru category. That study linked Chick-fil-A’s performance to order accuracy, friendliness and overall satisfaction.
What does this mean for customers?
For Chick-fil-A regulars, the new rankings don’t necessarily mean their go‑to chain has slipped. It shows a closely contested field where small score changes can reshuffle the order at the top.
The report suggests the bigger story is stronger competition. Customers can rest assured that Chick-fil-A remains highly rated, despite its rivals gaining ground by emphasizing freshness, variety and value.
Where can readers see the reports?
The latest restaurant satisfaction rankings are in the American Customer Satisfaction Index study at theacsi.com.
The drive-thru findings are available through QSR Magazine at qsrmagazine.com.
This story was created with the assistance of Artificial Intelligence (AI). Journalists were involved in every step of the information gathering, review, editing and publishing process. Learn more.
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