Operations
Jersey Mike's tops Chick-fil-A in customer satisfaction rankings
August 10, 2026 by Cherryh Cansler — Publisher, FastCasual.com
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ClaudeJersey Mike's Subs, which announcedIPO plans last month, has achieved something few restaurant brands have managed in the last decade: the fast-casual sandwich chain has overtaken Chick-fil-A as the highest-rated quick-service restaurant brand in America.
According to the American Customer Satisfaction Index's Restaurant and Food Delivery Study 2026, Jersey Mike's debuted with an ACSI score of 84, edging past perennial leader Chick-fil-A, which held steady at 83. The result marks the first time in more than 10 years that Chick-fil-A has not held the top spot among quick-service chains.
For an industry searching for growth amid softer consumer spending, Jersey Mike's ascent underscores the strength of the fast-casual segment, where consumers often perceive a better balance of quality, convenience and value than traditional fast food. ACSI said diners are becoming increasingly selective with their restaurant spending, rewarding brands that consistently deliver on execution, food quality and overall experience.
ACSI attributed Jersey Mike's strong showing to excellence in freshness, food variety and value. The report also pointed to the company's rapid unit growth, strong consumer demand and operating model built around throughput and off-premise convenience. Despite its overall loss of the top ranking, Chick-fil-A remained the leader within the chicken category and one of the highest-scoring brands measured across all ACSI industries.
"Jersey Mike's enters the satisfaction rankings as the new number-one brand at 84, overtaking the longstanding QSR leader, Chick-fil-A," ACSI wrote in the report.
The organization noted that Jersey Mike's performance is particularly notable given the challenges many growing chains face in maintaining consistency as they scale.
The shift comes as quick-service customer satisfaction remains unchanged at 79 for the third straight year. However, the stability masks growing separation between brands that are delivering strong guest experiences and those struggling with value perceptions amid persistent inflation and higher menu prices. According to the report, improvements in order accuracy, cleanliness and other operational measures helped support customer satisfaction, while digital experiences remain increasingly important as more transactions move through apps and online ordering channels.
About the index
The American Customer Satisfaction Index, a national economic indicator founded at the University of Michigan's Ross School of Business in 1994, measures customer satisfaction across more than 400 companies in over 40 industries. The 2026 Restaurant and Food Delivery Study was based on 16,464 consumer surveys collected between April 2025 and March 2026 and scores brands on a 0-to-100 scale.
About Cherryh Cansler
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