Chick-fil-A Reigns Supreme: 11 Years of Unmatched Customer Satisfaction

Cat: General News

Atlanta, GA – June 18, 2025 – For the eleventh consecutive year, Chick-fil-A has once again clinched the top spot for customer satisfaction in the quick-service restaurant category, according to the American Customer Satisfaction Index (ACSI) Restaurant and Food Delivery…

Atlanta, GA – June 18, 2025 – For the eleventh consecutive year, Chick-fil-A has once again clinched the top spot for customer satisfaction in the quick-service restaurant category, according to the American Customer Satisfaction Index (ACSI) Restaurant and Food Delivery Study 2025 (released Tuesday).

This year’s ACSI report reveals a mixed bag for quick-service restaurants. While Chick-fil-A once again dominated, its rival KFC experienced the steepest decline, dropping five points to 77 amid a 5.2% sales slump.

Five Guys and Sonic also took hits, both falling four points.

Chick-Fil-A maintained a strong score of 83 out of 100, solidifying its reputation as a consistent leader in delivering an exceptional customer experience.

In 2024, Chick-fil-A saw a slightly slower sales growth compared to previous years, while their total systemwide sales reached $22.75 billion, a more modest increase than they’ve seen in the past.

For comparison, here’s how their sales have grown since 2019:

• 2024: $22,746,105,000
• 2023: $21.59 billion
• 2022: $18.81 billion
• 2021: $16.67 billion
• 2020: $13.7 billion
• 2019: $12.2 billion

The average sales for their drive-thrus also dipped slightly to $9.275 million in 2023
This slowdown isn’t necessarily a bad sign. Chick-fil-A is comparing itself against its own standards and the entire restaurant industry is dealing with fewer customers due to higher prices and lower consumer confidence, similar to levels seen in 2020.

Despite the recent dip, Chick-fil-A has seen massive growth in its drive-thru business since 2020. Average drive-thru sales per location jumped from $7.096 million in 2020 to $8.142 million in 2021 and $8.51 million in 2022. This means that by 2023, the average Chick-fil-A location was handling over $2 million more in drive-thru sales than it did just three years prior.

To keep up with this huge increase in demand, Chick-fil-A has introduced innovations like double drive-thru lanes, “Express” lanes for mobile orders, and even a two-story, four-lane drive-thru in Georgia that opened in 2024. They’re also reportedly looking into remodeling existing stores to handle the higher volume of customers.

While the company saw a slight slowdown in sales growth in 2024, it still saw an impressive +5.4% growth.

American Consumer Satisfaction Index Top 15

• Chick-Fil-A – 83
• Panda Express – 80
• Starbucks – 80
• Arby’s – 79
• Panera Bread – 79
• Papa John’s – 79
• Pizza Hut – 79
• Culver’s – 78
• Domino’s – 78
• Dunkin’ – 78
• Burger King – 77
• KFC – 77
• Little Caesar’s – 77
• Chipotle – 76
• Subway – 76

By Burger Chain:

• Culver’s – 78
• Burger King – 77
• Five Guys – 75
• Wendy’s – 75
• Jack In The Box – 74
• Sonic – 73
• McDonald’s – 70

In the full-service category, Texas Roadhouse took the lead with a score of 84, down one point from last year. Last year’s co-leader, LongHorn Steakhouse, finished second with an 83, a two-point decrease year-over-year.

Panda Express made a notable gain, rising four points to 80, joining Starbucks (unchanged at 80) as the only other chains above the 80-point mark.

Popeyes also saw a respectable four-point increase to 75, a positive sign as it implements its “Easy to Run” initiative.

Little Caesars, Subway, and Jack in the Box each improved by three points, reaching 77, 76, and 74 respectively.

Bringing up the rear, McDonald’s continued its slide, dropping another point to 70. Could the company’s renewed emphasis on menu and technology innovation could pave the way for a turnaround?

While Texas Roadhouse secured the top position in the full-service category with an 84, their score was down one point from last year’s tie with LongHorn Steakhouse. LongHorn Steakhouse, now in second place, saw a two-point decrease from last year, landing at 83.

The ACSI study, which surveys thousands of consumers about their recent dining experiences, noted several areas where Chick-fil-A excels:

• The accuracy of food orders
• Quality of beverages
• The courtesy and helpfulness of staff.

Brands like Raising Cane’s and Wingstop are gaining traction by adapting to changing customer demands.

Results are “based on 16,381 completed surveys. Customers were chosen at random and contacted via email between April 2024 and March 2025.”