The American fast-food landscape has witnessed a significant shift in customer preferences, with Jersey Mike's emerging as the new leader in customer satisfaction. The submarine sandwich chain has officially dethroned Chick-fil-A, which had held the number one position for over a decade. This change reflects evolving consumer expectations and the growing importance of value and convenience.

According to the 2026 American Customer Satisfaction Index (ACSI) Restaurant and Food Delivery Study, Jersey Mike's achieved a score of 84 out of 100, placing it at the top of the quick-service restaurant category. Chick-fil-A, the long-standing champion, scored 83 points and now holds the second position . This marks the first time in more than ten years that a new chain has led the rankings.

The survey, which collected 16,464 completed responses via email between April 2025 and March 2026, highlights the changing dynamics of the industry. Jersey Mike's success is attributed to its rapid unit growth, strong customer demand, and a business model that emphasises convenience through digital pickup systems. The ACSI noted that the chain's menu is "fairly narrow" and its model is "conducive to franchisee success" .

Despite losing its overall top ranking, Chick-fil-A continues to be recognised as the clear leader in the chicken category. Its score remained steady compared to the previous year, indicating that the chain has maintained its loyal customer base. The Atlanta-based company operates more than 3,000 restaurants across 48 states and generated $9.1 billion in revenue in 2025 . The brand has long been associated with strong customer service and has a dedicated following.

Jersey Mike's, founded in 1956 in Point Pleasant, New Jersey, has expanded to more than 4,000 locations across the United States and Canada. The chain is well known for its made-to-order subs and its signature "Mike's Way" preparation style, which includes onions, lettuce, tomatoes, oil, vinegar, and spices. In 2025, the company added 238 net new locations and reached $4.2 billion in systemwide sales, demonstrating its ability to scale while maintaining quality .

The 2026 ranking revealed several other changes in consumer preferences. Jimmy John's and Panda Express tied for third place with scores of 81, while KFC, Papa Johns, and Pizza Hut followed with scores of 80. Domino's, Raising Cane's, Starbucks, and Subway each scored 79. At the lower end of the rankings, Dairy Queen and McDonald's tied for the last position among major chains, both scoring 72 .

The ACSI study also noted that the broader restaurant industry is facing pressure, with chain restaurant sales growth of 3% in 2025 falling below menu-price inflation. This suggests that customers are becoming more selective about their dining choices, prioritising value and consistency. The emergence of new brands at the top of the rankings indicates that customers are open to trying new options that meet their expectations.

Jersey Mike's success in the satisfaction survey aligns with its strong business performance. The chain has focused on a straightforward menu and efficient operations, which have resonated well with customers. The emphasis on digital ordering and pickup convenience has also been a key factor in attracting and retaining customers .

Chick-fil-A's enduring appeal in the chicken segment suggests that while it may have lost the overall lead, it remains a dominant force in its category. The brand is frequently referred to by customers as "God's chicken" due to its founder's Biblical principles, reflecting a strong cultural connection with its customer base . Its ability to maintain a high score despite the competition is a testament to its brand loyalty.

The latest rankings from the ACSI provide a clear picture of the current fast-food landscape, where customer satisfaction is increasingly tied to operational efficiency and value. Jersey Mike's has successfully capitalised on these trends, achieving a top score that reflects its commitment to quality and convenience. For Chick-fil-A, the challenge will be to adapt its strategy to regain the top position in future surveys .