Jersey Mike’s is the new king of QSR satisfaction

Jersey Mike's has surpassed Chick-fil-A to become the top-rated major fast food brand in the 2026 American Customer Satisfaction Index (ACSI) study, ending Chick-fil-A's 11-year dominance. Jersey Mike's registered a satisfaction score of 84 out of 100, while Chick-fil-A maintained its score of 83. This marks Jersey Mike's first appearance in the ACSI study, reflecting its rapid growth and potential interest in going public.

Overall customer satisfaction across the major restaurant brands showed little change, with quick service restaurants (QSRs) achieving an average score of 79, the same as in the previous year, despite economic challenges and consumer price sensitivity. Chick-fil-A, although in second place, remains a leading brand in the QSR chicken segment, with competitors such as KFC scoring 80 and Raising Cane's 79. However, Popeyes experienced a decline, scoring 73, following several quarters of sales issues, prompting new leadership under Peter Purdue to refocus on reliability and core menu offerings.

In contrast, Burger King has seen a resurgence since launching its 'Reclaim the Flame' initiative, sharing the top spot in burger QSR satisfaction with Culver’s at 78 points. This turnaround campaign has led to sales growth and improvements in store operations and product quality.

The ACSI report highlighted a stable industry performance, with key indicators like staff helpfulness and food quality remaining unchanged. However, order accuracy and checkout speed have improved slightly, while mobile app quality saw a minor decline. Industry experts, including Forrest Morgeson from Michigan State University, noted the importance of consistent customer experience as a differentiator in the current market climate. He stated, “Consistency across the full experience is what separates the leaders right now,” indicating that navigating rising costs and competition will be crucial for sustained customer satisfaction.

Franchise operators should pay attention to how emerging brands like Jersey Mike's leverage their satisfaction ratings to potentially expand and how established players like Chick-fil-A and Popeyes adapt to maintain their market positions amidst evolving consumer expectations.