Jersey Mike's steals customer satisfaction crown from Chick-fil-A

In a significant shift in consumer sentiment, Jersey Mike's has emerged as the top-rated quick-service restaurant according to the American Customer Satisfaction Index (ACSI) Restaurant and Food Delivery Study 2026, surpassing Chick-fil-A, which held the top position for 11 consecutive years. Jersey Mike's received a score of 84, while Chick-fil-A maintained its rating at 83. This change underscores a growing recognition of Jersey Mike's offerings, particularly its focus on freshness, variety, and perceived value.

Other brands also made notable appearances in this year's rankings. Jimmy John's entered the index with a score of 81, while Subway improved its standing, rising by 4% to achieve a score of 79. Overall, consumer satisfaction within quick-service restaurants (QSR) remained steady, maintaining an industry score of 79, while full-service restaurants held a slightly higher score of 82. The study highlighted a 1% increase in consumer satisfaction with food delivery services, which reached a score of 75.

The report indicates that while restaurant chains experienced approximately 3% sales growth last year, consumers are now more selective in their dining choices, scrutinizing whether their restaurant experience justifies the price. Some patrons are opting for more convenient alternatives such as convenience stores and supermarkets. Consequently, visits to full-service establishments are being consolidated to fewer occasions, reshaping the driving factors behind consumer satisfaction. ACSI noted that the emphasis has shifted towards consistency, reliability, and value.

Forrest Morgeson, associate professor of marketing at Michigan State University and ACSI director of research emeritus, commented on the evolving landscape: “New brands are entering our rankings and immediately competing at the top, which tells you something about where consumer expectations are headed. Price still matters, but it’s no longer enough on its own.” He emphasized that maintaining a consistent experience amid rising costs and increasing competition will be a significant challenge for brands moving forward.

With the emergence of Jersey Mike's at the top of consumer satisfaction, franchise operators may need to reevaluate strategies to enhance service and value to remain competitive in a tightening market.