For over a decade, Chick-fil-A has been the undisputed champion of customer satisfaction in the fast-food industry. But according to the latest American Customer Satisfaction Index (ACSI), a new king has taken the throne: Jersey Mike's.
The New Champion
Jersey Mike's scored an impressive 84 out of 100, surpassing Chick-fil-A's steady 83. This is the first time the sub shop has entered the ACSI rankings, and it's making a big splash. The chain's success is attributed to its freshly baked bread, crisp toppings, and excellent service, earning high marks for "freshness, food variety, and value."
How They Did It
Last year, Jersey Mike's added over 230 new locations and reached $4.2 billion in sales, proving that growth doesn't have to compromise quality. They also brought back their popular chicken salad, which certainly helped their cause.
What About Chick-fil-A?
Don't count out the Southern chicken chain just yet. Chick-fil-A remains the top quick-service restaurant in the chicken category and continues to innovate with new menu items like a kids' meal side option and a nostalgic summer menu.
Industry Insights
"Restaurant industry-level scores are stable, but there's real movement underneath," said Forrest Morgeson, Director of Research Emeritus at the ACSI. "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."
Other Notable Movers
Other chains making waves include Raising Cane's (79) and Wingstop (77), both debuting on the list. KFC and SONIC also saw gains, while Popeyes dropped by 3%.
Pro Tip
Next time you visit Jersey Mike's, ask them to grill the onions on your sandwich. You won't be disappointed.
Read the full ACSI study here.
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