Chick-fil-A lost the top spot. Its customer rating never fell
USA Today • • business
Key Points:
- Jersey Mike’s ended Chick-fil-A’s 11-year streak as the top-ranked fast food chain in the American Customer Satisfaction Index (ACSI), scoring 84 compared to Chick-fil-A’s steady 83.
- Chick-fil-A’s customer satisfaction score did not decline; rather, Jersey Mike’s improved slightly, highlighting increased competition in the fast food sector.
- Jersey Mike’s gained favor due to perceived freshness, food variety, and value, factors that are becoming more important to customers amid broader declines in fast food satisfaction.
- Chick-fil-A continues to lead in the chicken category and maintains a 98% customer satisfaction rate in drive-thru service, praised for order accuracy and friendliness.
- The shift in rankings reflects a competitive market where small score changes can alter positions, reassuring Chick-fil-A fans that the chain remains highly rated despite rivals gaining ground.
