OM in the News: Chick-fil-A Dethroned as Quality Fast Food Chain Leader

America’s favorite fast-food chicken chain has been knocked from the top spot in a closely watched customer satisfaction ranking, reports FoxNews.com (June 16, 2026). Chick-fil-A, which topped the annual American Customer Satisfaction Index (ACSI) in 2025, fell to second place this year.

Jersey Mike’s claimed first place, with an ACSI score of 84 out of 100, edging Chick-fil-A’s 83. The shift marks the first time in over a decade that a new chain has led the ACSI’s quick-service restaurant (QSR) category. ASCI credited Jersey Mike’s with maintaining high customer satisfaction while rapidly expanding its restaurant footprint, writing :”Jersey Mike’s success is consistent with their business performance, including rapid unit growth, strong customer demand, and a model designed around throughput and off-premise convenience from high digital pickup usage.”

Jersey Mike’s, founded in 1956, has more than 4,000 locations across the U.S. and Canada, and is best known for its made-to-order subs and “Mike’s Way” sandwiches. A narrow menu adds to its success in the ratings.

Following Chick-fil-A were Jimmy John’s and Panda Express, which tied for third place with scores of 81. KFC, Papa Johns and Pizza Hut followed with scores of 80 — while Domino’s, Raising Cane’s, Starbucks and Subway each earned ratings of 79. Burger King, Culver’s, Dunkin’, Little Caesars and Panera Bread rounded out the next tier with scores of 78. Ranking near the bottom were Dairy Queen and McDonald’s, which tied for last place with scores of 72.

The ACSI study was based on 16,464 surveys.

Classroom discussion questions:

1. Research the ACSI study approach and comment.
2. Why is McDonald’s tied for last place?