Full Breakdown
Jersey Mike’s Surpasses Chick-fil A in ACSI 2026 Quick-Service Ranking
6/17/2026, 10:17:14 PM
Jersey Mike’s Overtakes Chick-fil A in ACSI 2026 Quick-Service Ranking
The American Customer Satisfaction Index (ACSI) released its 2026 quick-service ranking on June 16, based on 16,464 email surveys from April 2025 to March 2026. Jersey Mike’s earned a score of 84, edging Chick-fil A’s 83 by one point. The sandwich chain topped the list for the first time in over a decade, while Chick-fil A remained the leader in the chicken category.
Historical Dominance of Chick-fil A
Since 2015, Chick-fil A held the number-one spot in the ACSI quick-service category, maintaining an 11-year streak as the highest-rated chain. Its performance was linked to brand loyalty and a focused menu. The 2026 ranking is the first interruption since the index began tracking quick-service restaurants.
Survey Methodology and Key Figures
The ACSI survey sampled 16,464 respondents who evaluated recent visits to major chains. Jersey Mike’s added 238 net-new locations in 2025 and recorded $4.2 billion in sales. Its 84 score placed it ahead of Jimmy John’s and Panda Express (both 81) and tied with KFC, Papa John’s, and Pizza Hut at 80. Chick-fil A’s 83 score was unchanged from 2025. Mobile-app satisfaction rose from 78 to 87, a 12 percent gain.
Official Findings from the American Customer Satisfaction Index
The ACSI report highlighted industry trends. It noted that the U.S. restaurant sector faced sales pressure in 2025, leading consumers to prioritize consistency, reliability, and perceived value over price. The study also identified a “compressed top tier” among leading brands and stressed improvements in digital ordering, citing reduced friction in carryout and delivery as a priority for operators.
Criticism & Opposition: Unexpected Low Rankings for Established Chains
Analysts expressed surprise at the placement of long-standing chains. McDonald’s, a traditional market leader, ranked seventh among burger-category chains with a score of 72, while Dairy Queen tied with it at the bottom of the quick-service list. The low positions were cited as evidence that brand recognition does not automatically translate into customer-satisfaction scores.
Conflicting Reports & Gaps
All sources agree on the numbers—Jersey Mike’s 84, Chick-fil A 83, and 16,464 respondents. No contradictory figures appear, and the articles attribute the shift to the ACSI methodology and recent chain performance.
Verbatim Quotes
- “The U.S. restaurant industry faced difficulties in 2025, with total sales struggling to keep pace with inflation,” — ACSI report
- “This year’s brand results show a compressed top tier while continuing to demonstrate America’s love of steak even as beef prices rise sharply,” — ACSI report
- “These improvements align with a broader industry push to reduce friction in carryout and digital ordering, an area where customers often 'feel' service failures most acutely when they may be paying more for delivery,” — ACSI report
- “Jersey Mike’s ACSI success is consistent with their business performance, including rapid unit growth, strong customer demand, and a model designed around throughput and off-premise convenience from high digital pickup usage,” — ACSI study
