A significant change marks the fast-food scene in the United States. Chick-fil-A, which held the top spot for more than a decade, lost its spot as the top-rated quick-service chain according to the American Customer Satisfaction Index (ACSI). This annual survey, which reflects the experience of thousands of consumers, identified a new leader this year.
After an impressive 11 consecutive years at the top, Chick-fil-A has been surpassed by Jersey Mike’s. The sandwich chain won the preference of the 16,464 survey participants, obtaining 84 points in the ACSI, one point more than its predecessor. The recognition came due to the quality of fresh ingredients, the diversity of the menu and good value for money, while the company expanded with 238 new stores in 2025, reaching revenues of US$4.2 billion.
The report, released on June 16, highlighted the challenges facing the North American restaurant segment in 2025. Total sales struggled to keep pace with inflation. In a scenario where consumer decisions have become more considered, customers prioritize consistency, reliability and perceived value, not just price. Networks that can deliver a pleasant experience continuously are standing out.
Consumers are now looking to know how their favorite restaurants position themselves in this new competitive landscape of 2026.
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Ranking of the 15 largest fast-food chains by customer satisfaction
- Jersey Mike’s: 84
- Chick-fil-A: 83
- Jimmy John’s: 81
- Panda Express: 81
- KFC: 80
- Papa Johns: 80
- Pizza Hut: 80
- Domino’s: 80
- Raising Cane’s: 79
- Starbucks: 79
- Metro: 79
- Burger King: 78
- Culver’s: 78
- Dunkin’: 78
- Little Caesar: 78
Leaders by category: Chick-fil-A maintains strength in chicken and other chains stand out
Even though it lost its overall position, Chick-fil-A still demonstrates strong dominance in its specialty. By detailing the evaluation by specific fast food categories, the chicken chain once again secured first place in the poultry segment.
In the sandwich area, Jersey Mike’s has consolidated its excellence. For the pizza sector, Papa Johns and Pizza Hut shared the lead. Starbucks stood out as the leader in coffee shops, while Burger King and Culver’s were the highest rated in burgers. Interestingly, McDonald’s, a giant in the sector, only obtained seventh place in the hamburger category, with 72 points, not reaching the top five.
The list of coffee shops recorded only three establishments. Dunkin’, for example, shared second and third positions with Panera Bread, both with 78 points in the bakery and coffee shop category.
The five chains with the highest satisfaction in the chicken segment
- Chick-fil-A
- KFC
- Raising Cane’s
- Wingstop
- Popeyes
Sandwich highlights: high ratings in four establishments
- Jersey Mike’s
- Jimmy John’s
- Subway
- Arby’s
Importantly, Jersey Mike’s effectively outperformed Chick-fil-A in the overall American Customer Satisfaction Index rating for quick-service restaurants.
The four pizzerias with the highest public approval
- Papa Johns
- Pizza Hut
- Domino’s
- Little Caesar
Ranking of the five best-rated burger establishments
- Burger King
- Culver’s
- Sonic
- Wendy’s
- Five guys
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Steakhouses lead ratings among full-service restaurants
Among table-service restaurants, Texas Roadhouse and LongHorn Steakhouse shared the top spot, both achieving an ACSI score of 82.
Although both saw a slight 1% to 2% drop in their scores, Texas Roadhouse and LongHorn Steakhouse maintained their tie at the top of the table service category with 82 ACSI points.
Olive Garden was slightly below, with 81 points, ahead of a range of establishments such as Applebee’s, Chili’s and Cracker Barrel, which scored close to 80.
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The report highlighted that the annual results point to a more restricted elite sector, confirming Americans’ appreciation for beef, even in the face of the significant increase in steak prices.
Factors such as ordering accuracy, food and beverage quality, and waiter friendliness were crucial to satisfaction, and all showed progress compared to the previous year. The quality of mobile applications and website experience, although still at the bottom of the list, also registered improvements.
Confidence in mobile applications, measured by the low occurrence of downtime, failures and slowdowns, has made notable advances. In 2026, customer satisfaction with these apps rose 12%, from 78 to 87 points, and overall satisfaction with the quality of the website and mobile app grew 4%.
According to the document, these developments reflect the industry’s commitment to minimizing problems in delivery services and digital orders. This is an area where consumers notice failures most acutely, especially when there are additional costs for delivery.
Ranking of the top 15 full-service restaurant chains
- LongHorn Steakhouse: 82
- Texas Roadhouse: 82
- Garden of Olives: 81
- Applebee’s: 79
- Chili’s: 79
- Cracker Barrel: 79
- Golden Corral: 79
- Outback Steakhouse: 79
- The Cheesecake Factory: 79
- Buffalo Wild Wings: 78
- Red Lobster: 78
- Red Robin: 78
- Denny’s: 77
- IHOP: 76
- First Watch: 72