The latest American Customer Satisfaction Index (ACSI) restaurant study for 2026 has reshuffled the fast-food landscape, with Jersey Mike's Subs claiming the top spot among U.S. quick-service restaurants. The sandwich chain earned a score of 84, surpassing Chick-fil-A's 83 and ending the chicken chain's 11-year run at number one.
Key Findings from the 2026 ACSI Study
Conducted by the University of Michigan's Ross School of Business, the ACSI survey gathered 16,464 responses from randomly selected customers via email between April 2025 and March 2026. The index measures satisfaction on a 0-to-100 scale, evaluating factors such as order accuracy, food quality, staff helpfulness, cleanliness, speed of service, menu variety, and digital ordering experience.
Jersey Mike's entered the rankings for the first time after the ACSI added a sandwich category, allowing the chain and Jimmy John's (which scored 81) to be included. Chick-fil-A maintained its lead among chicken-specific chains, but its overall dominance slipped as consumer expectations evolved.
Market Context and Industry Pressures
The shift comes amid broader challenges for the fast-food industry. According to the ACSI, restaurant sales growth in 2025 lagged behind menu-price inflation, forcing operators to rely on price increases rather than traffic gains to boost revenue. Forrest Morgeson, associate professor of marketing at Michigan State University and ACSI's research director emeritus, noted, "Price still matters, but it’s no longer enough on its own."
This environment has heightened the importance of service quality and consistency, as diners become more discerning about their fast-food experiences. Chains that can deliver on these fronts are better positioned to retain customer loyalty even as prices rise.
Jersey Mike's Expansion and Backing
Jersey Mike's rapid growth adds context to its achievement. The brand added a net 238 stores in 2025, bringing its total to 3,227 locations—up from just 1,048 a decade ago. As the chain scales, maintaining high satisfaction levels becomes increasingly challenging. In late 2024, private equity firm Blackstone announced a majority stake in Jersey Mike's, with plans to support U.S. and international expansion, as well as investments in technology and digital operations.
Despite the top ranking, the Atlanta Journal-Constitution noted that Chick-fil-A's average sales per freestanding store reached nearly $9.2 million in 2025, roughly seven times Jersey Mike's $1.4 million. Jersey Mike's attributed its success to the "care and craft" of its franchisees and staff, while Chick-fil-A declined to comment.
Implications for the Fast-Food Sector
The narrow one-point lead highlights the competitive pressure in the industry. As Jersey Mike's expands, it risks challenges related to speed, accuracy, staffing, and app reliability—common pitfalls for growing chains. Meanwhile, Chick-fil-A's long-standing service advantage no longer guarantees the top spot, signaling that even established leaders must adapt to changing consumer expectations.
The takeaway for investors and industry watchers is clear: fast-food chains can no longer rely solely on low prices to attract customers. The full dining experience—from food quality to digital convenience—now drives satisfaction and loyalty. Jersey Mike's holds the crown for now, but sustaining that lead will require disciplined execution amid rapid growth.
