Chick-fil-A has been dethroned by another chain in top customer satisfaction ratings

by WKRC

ANN ARBOR, Mich. (WKRC) — Jersey Mike's has overtaken Chick-fil-A as the highest-rated quick-service restaurant for customer satisfaction, ending Chick-fil-A's 11-year run at the top, according to a new American Customer Satisfaction Index.

The ACSI Restaurant and Food Delivery Study 2026 gave Jersey Mike's a score of 84 out of 100 in its debut at the top of the rankings. Chick-fil-A followed with a score of 83, leading the chicken category.

The report said Jersey Mike's was recognized for its freshness, food variety, and value. Researchers also acknowledged the chain preserved customer satisfaction while opening 238 new locations in 2025.

Among other quick-service restaurant chains, KFC's score increased 4% to 80 while Popeyes decreased 3% to 73. Raising Cane's and Wingstop also entered the rankings with scores of 79 and 77.

The study is based on more than 16,000 customer surveys taken from April 2025 to March 2026.

"New brands are entering our rankings and immediately competing at the top, which tells you something about where customer expectations are headed," the director of research emeritus at ACSI said.

The full study was released Monday by the American Customer Satisfaction Index.

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