After an impressive 11-year reign, Chick-fil-A has been dethroned as America's favorite fast-food restaurant, but a surprising newcomer has claimed the top spot.



For the first time in more than a decade, Chick-fil-A has lost its spot as America’s favorite fast-food restaurant – at least according to one major survey.

The popular chicken chain now ranks No. 2 in the American Customer Satisfaction Index (ACSI) after holding the top spot for 11 straight years. Moving ahead of Chick-fil-A was a newcomer to the rankings, Jersey Mike’s, which posted a score of 84. Chick-fil-A maintained its score of 83 from last year, followed by Jimmy John’s (81) and Panda Express (81). KFC, Papa John’s, and Pizza Hut each scored 80.

Culver’s and Burger King (each with 78) led the way among burger-focused chains. McDonald’s (72) finished last in the rankings among all fast-food restaurants.

Chick-fil-A’s fall from the top spot doesn’t mean it’s slipping – after all, its score is unchanged. It simply means a newcomer earned a slightly higher rating, at least this year.

ACSI’s rankings are based on surveys of more than 16,000 customers, chosen at random. ACSI noted that Chick-fil-A’s score “continues to place the chain at the top in the highly competitive chicken category.” Others include the aforementioned KFC (80) and new entrants Raising Cane’s (79) and Wingstop (77), with Popeyes falling 3 points to 73.

“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,” said Forrest Morgeson, associate professor of marketing at Michigan State University and director of research emeritus at the ACSI. “Consistency across the full experience is what separates the leaders right now, and that’s showing up clearly in the data. The challenge going forward is sustaining that as costs continue to rise and competition intensifies from outside the traditional restaurant space.”

LongHorn Steakhouse and Texas Roadhouse led among full-service restaurants with a score of 82. Cracker Barrel, after abandoning a controversial makeover, fell one point to 79 and tied for third place.

Chick-fil-A restaurants are closed on Sundays and have become a favorite among families of faith. The company’s purpose statement is to “glorify God by being a faithful steward of all that is entrusted to us” and to “have a positive influence on all who come in contact with Chick-fil-A,” according to its website.

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