Chick-fil-A On Top of US Satisfaction Rankings Despite Customer Complaints, Fast Food Competition

Popular American fast-food chain Chick-fil-A has once again topped the ranking in the latest report from the American Customer Satisfaction Index (ACSI), beating out popular chains such as Panda Express and Starbucks.

While the ranking solidifies the fast-food chain's continued popularity across the US, it is worth noting that, amidst rising competition, Chick-fil-A has also experienced a slower growth in franchise volume in recent months.

How Is Chick-fil-A Leading The Fast Food Scene?

According to the report from ASCI, Chick-fil-A maintains a high satisfaction score of 83 in 2025, maintaining the industry leader status and showing stability compared to previous years.

The brand also exhibits broad regional strength, as it is tied for first in the Midwest with Culver's at 82, first place in the South with a score of 84, and first in the West at 82.

Despite experiencing the slowest sales growth in at least 20 years in 2024 (a 5.4% increase, which is relatively modest compared to previous years), it still sustains high customer satisfaction. The slight decline in unit revenue suggests that while growth is slowing, customer perceptions remain strong.

Chick-fil-A outperforms competitors across regions, reinforcing its reputation for strong customer loyalty. Other brands, such as Starbucks, Culver's, and Pizza Hut, have varied regional and overall ratings, but Chick-fil-A consistently ranks at the top nationally.

Growing Pains and Concerns

ASCI also noted that while Chick-fil-A sees its highest satisfaction score this year, the increasing number of competitors in the fast-food and quick-service chicken categories presents ongoing challenges.

In it, they note the expansion of other brands in the chicken segment, such as Popeyes and Raising Cane's, as well as a growing competitive set, which could pressure Chick-fil-A's market share.

In recent years, despite its reputation for stellar service, Chick-fil-A has received recurring customer complaints. Common grievances include long wait times at the drive-thru due to high demand, limited menu options for vegetarians, and inconsistent order accuracy during peak hours.

Moreover, some patrons also voice concerns about limited Sunday availability, as all locations close for the day. This prompted lawmakers in New York back in 2023 to require all restaurants to operate daily, albeit only applicable to stores in highway stops.

Inside Chick-fil-A's Latest Growth

In 2024, Chick‑fil‑A achieved $22.7 billion (£16.64 billion) in US system‑wide sales, marking a significant increase from 2023's $21.6 billion (£15.83 billion), while operating 3,109 locations and averaging $7.5 million (£5.50 million) per unit.

Although growth slowed slightly year-over-year, standalone units still averaged around $9.3 million (£6.82 million) in annual sales.

Its international expansion also accelerated. In September 2024, Chick‑fil‑A announced the launch of five restaurants across the UK — two in Belfast, and one each in Leeds, Liverpool, and London — marking its first expansion outside North America. This is part of a $100 million (£73.28 million) investment over 10 years. There are also plans underway for outlets in Singapore, scheduled to open in late 2025.

In summary, Chick-fil-A remains a top-performing brand in customer satisfaction across the US, with regional excellence and consistent customer approval, even amidst challenging sales growth.

In essence, the primary challenges stem from macroeconomic factors that influence sales growth and intensify competition in the quick-service restaurant landscape. However, the ASCI report emphasises Chick-fil-A's resilient customer satisfaction position despite these hurdles.