Chick-Fil-A Ranks Number One in Customer Satisfaction for 11th Consecutive Year

by Meredith Godwin | June 25, 2025 | Culture

Everyone loves a good chicken sandwich, but Chick-fil-A restaurants are “going the second mile” with their customer satisfaction and community impact.

On the most recent American Consumer Satisfaction Index (ACSI), the fast-food chain ranked highest in customer satisfaction for the 11th year in a row – beating out popular competitors like Panera, Starbucks, Culver’s, and Chipotle.

The annual survey compiled data from over 16,000 customer experiences at fast-food restaurants in the past year.

Chick-fil-A’s score, 83 out of 100, was unchanged from last year’s result.

Additionally, preference for Chick-fil-A dominated nationwide, ranking number one in Western, Southern, and Midwestern regions.

Customers were also asked to rate their “Customer Experience Benchmarks.” The top five included:

  1. Accuracy of food order
  2. Quality of mobile app  
  3. Beverage quality (taste and temperature)
  4. Courtesy and helpfulness of staff
  5. Food quality (taste, temperature, freshness of ingredients)

It is no surprise Chick-fil-A restaurants received high scores in these categories. Chick-fil-A team members are trained to clarify each order with guests, navigate the mobile app, keep food and beverages fresh, and to provide excellent customer service overall.

These ACSI results speak for themselves – Chick-fil-A is clearly a beloved brand. But what continues to set Chick-fil-A apart from other fast-food chains?

In an interview with Daily Citizen, Lance Spencer (Owner-Operator at Chick-fil-A Summit Fair in Missouri), attributes the restaurant’s success to its incredible team members:

No doubt about it, Chick-fil-A is what it is because of the team members that serve our guests day in and day out. We have the best teams in each of our communities.
We serve thousands of people each day, but those guests are served one-at-a-time.
It’s the attention to each and every guest and their unique experience that our team does a great job with.

Spencer added,

The guest experience starts with the basics … a clean place to eat with good-tasting food and good hospitality.
But at Chick-fil-A, we like to go above and beyond that, and that’s something we call Second-Mile Service.
We define that as “going above and beyond the guests’ expectation,” just as Jesus talked about in Matthew 5:41.

This verse, found in Jesus’ Sermon on the Mount, says: “And if anyone forces you to go one mile, go with him two miles” (Matthew 5:41, ESV).

Jesus said, “don’t just do the minimum, but go the second mile.” And so we try to do that for our guests.

When asked about a guest experience that stood out to him, Spencer described Buck – a 94-year-old man who visits Chick-fil-A Summit Fair several times per week for an original chicken sandwich and a water.

What’s really neat about those regular guests is the relationships that you get to build.

Once again, our fantastic team members pursue those opportunities to connect with guests beyond just the transaction.

In addition to impacting the lives of individual guests, Chick-fil-A locations are highly involved in their communities.

Various Chick-fil-A locations across the country host family-friendly events at their restaurants, such as stuffed animal sleepovers, daddy-daughter date nights, and other seasonal activities.

On a national scale, The Chick-fil-A Foundation donates millions of dollars each year to various nonprofit organizations through their True Inspiration Award. Spencer commented,

The Chick-fil-A Foundation has impact nationwide. There’s just a huge amount of money donated each and every year through the company … anywhere from $50,000 to $300,000 in those grants.

In an effort to give back to their team members, Chick-fil-A also offers scholarships to eligible employees. Spencer noted that these scholarships are a “positive impact on families.”

Based on their individual and community impact, it’s no wonder Chick-fil-A continues to dominate in the fast-food industry.

Chick-fil-A restaurants not only strive to serve great food, but also to go the second mile – for their guests, team members, and communities.

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