Americans have a new favorite fast-food chain. According to the annual American Customer Satisfaction Index Restaurant and Food Delivery Study, released just a few days ago, Jersey Mike’s has taken the top spot, supplanting Chick-fil-A, which had been number one for the past eleven years. According to the report, Jersey Mike’s showing is “an impressive performance for a brand that is quickly expanding while avoiding the challenges in delivering consistent high-quality experiences that can occur amid rapid growth.”
The ranking isn’t about revenue or number of customers—it measures what customers think about the various chains. With 100 the highest possible score, Jersey Mike’s received an 84, Chick-fil-A an 83, followed by Jimmy John’s and Panda Express, both at 81. Both Jersey Mike’s and Jimmy John’s were new to the rankings this year. As were Raising Cane’s and Wingstop. KFC did well, jumping four percent from a ranking of 77 to 80, Sonic improved 5 percent to 77, and Subway rose four percent to 79, which was the overall score for the industry as a whole. Jersey Mike’s had a great year, adding 238 new locations in 2025, and recording 4.2 billion dollars in sales. But it was an outlier in that respect. Overall, 2025 was a tough year for fast-food. Traffic is down, with a growing number of consumers choosing grab-n-go items from convenience stores and supermarkets.
The burger category was hurt by skyrocketing beef prices. According to the report, “Culver’s and Burger King are tied atop the broad and competitive burger chain category at 78. While the QSR industry overall is challenged by cost pressures, beef price increases make it especially difficult here. Quality can still be a differentiator among cost-conscious customers. Culver’s continues to lean into fresh, made-to-order food, with a strong focus on friendly service. They also offer a broader range of food than most chains in this category. Burger King’s ‘Reclaim the Flame’ strategy is now paying dividends with restaurant remodels, a shift in messaging to be family-focused, and recent product updates such as the Whopper refresh.
According to the report, 2025’s economic headwinds for restaurants extended beyond fast food: “Industry growth slowed to 3% in 2025, but the typical restaurant experienced flat-to-declining real sales marking a transition from post-pandemic recovery to demand-constrained competition. In this environment, consumers are not simply spending less (adjusted for inflation)—they are spending more selectively. Quick-service restaurants (QSRs), long positioned as the default for value, are facing traffic declines as customers question whether the experience still justifies the price. However, some full-service restaurants (FSRs) are seeing more stability as customers consolidate visits into fewer occasions where the experience feels worth the higher check.”
In the full-service restaurant category, the ACSI report showed a tie for leadership in customer satisfaction with LongHorn Steakhouse and Texas Roadhouse both scoring 82 out of 100. Much maligned Olive Garden is next at 81. Third place, a score of 79, was a tie between Applebee’s, Chili’s, Cracker Barrel, Golden Corral, Outback Steakhouse, and the Cheesecake Factory. Chili’s outpaced all its competitors as the leading brand in casual dining traffic for the year. According to the report, “Chili’s (up 1% to 79) continues to enjoy strong business growth with the company’s emphasis on pairing high-impact marketing with operational fundamentals. Chili’s has simplified its menu to streamline operations while communicating its value proposition compared to both FSR and QSR brands. The chain’s higher complaint rate is a reason Chili’s lags the ACSI leaders and can be a function of trying to meet the expectations of varied customer segments.”
The American Customer Satisfaction Index tracks consumer feelings across not just the restaurant industry but a wide range of retailing. Interestingly, while athletic shoes and soft drinks tied for the top spot with a score of 83, full service restaurants tied for second with financial advisors and televisions with a score of 82. Quick service restaurants tied for fifth with seven other retail groups at 79. The bottom of the heap? Subscription TV services with a score of 70.
On the next Culinary Characters Unlocked podcast dropping tomorrow, Chef Zach Midgett on why he left the legendary French Laundry to cook in Lincoln, Nebraska. Wherever you get your podcasts:
YOUTUBE
https://www.youtube.com/channel/UCT4Zovt2BsSuh98FvyEwcFA
APPLE PODCASTS
SPOTIFY
AMAZON MUSIC
https://music.amazon.com/podcasts/28353fc5-11df-4a3e-8481-f989eb4aeaab/culinary-characters-unlocked
PODBEAN
https://www.podbean.com/podcast-detail/k2n6g-31b0b8/Culinary-Characters-Unlocked-Podcast
Eat well,
David
No posts
Comments
Nothing yet. Say the first thing.
Sign in to join the conversation.