For the first time in over a decade, Jersey Mike's has surpassed Chick-fil-A as the top-rated quick-service restaurant, according to the American Customer Satisfaction Index (ACSI). The 2026 rankings, based on 16,464 customer surveys, awarded Jersey Mike's a score of 84 out of 100, edging out Chick-fil-A's 83. The shift marks the first time a new chain has led the ACSI's quick-service restaurant (QSR) category since 2015.
Part 1: Immediate Action & Core Facts
Jersey Mike's was praised for its freshness, food variety, and value, while Chick-fil-A maintained strong performance in the chicken category. The ACSI report noted that 2025 was a challenging year for the U.S. restaurant industry, with sales struggling to keep pace with inflation. Customers increasingly prioritized consistency, reliability, and perceived value over price alone.
Part 2: Deeper Dive & Context
Expansion and Growth
Jersey Mike's added 238 net new locations in 2025 and cleared $4.2 billion in sales, contributing to its rise. The chain, founded in 1956, now operates over 4,000 locations across the U.S. and Canada. Chick-fil-A, meanwhile, remained near the top of the rankings despite losing its long-held position as the overall leader.
Category Breakdown
While Jersey Mike's led in the sandwich category, Chick-fil-A retained its dominance in chicken. Papa Johns and Pizza Hut tied for pizza, Starbucks led in coffee, and Burger King and Culver's won in burgers. Notably, McDonald's ranked seventh in burgers with a score of 72, failing to break the top five.
Industry Challenges
The ACSI report highlighted that 2025 was a tough year for the restaurant industry, with total sales struggling to keep pace with inflation. Customers are now placing greater emphasis on consistency, reliability, and perceived value rather than just price. Brands that deliver a consistently enjoyable experience are gaining ground.
Customer Preferences
Jersey Mike's success was attributed to its high digital pickup usage and off-premise convenience, aligning with shifting consumer habits. Chick-fil-A, despite its decline, remains a strong contender in customer satisfaction.
Future Outlook
The rankings suggest a shifting landscape in the fast-food industry, with newer chains gaining traction by adapting to customer demands. The ACSI report suggests that brands focusing on quality and value will continue to thrive in the coming years.