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Chick-fil-A is known for its customer-first mentality.
Quick, cheap, and satisfying: fast-food restaurants are designed to please the customer.
A $225 billion industry that’s universally associated with American culture, fast food evokes surprising passion, with millions of customers developing cult-like loyalty for their favorite chains.
Business Insider recently teamed up with Restaurant Business, a food-service industry expert and media outlet, to compile a definitive ranking of the best fast-food restaurants in America in 2016. Using proprietary data collected by Restaurant Business and its sister research firm Technomic, we looked at nearly 100 of the largest US chains and rated them on three criteria that we considered the most telling for all-around fast-food excellence: financial performance, customer satisfaction, and overall value. (Read more about the methodology here).
Here, we rank the best fast-food chains in America by their customer satisfaction ranking.
As it seems, customers tend to gravitate toward more specialized and regional brands that offer a higher-quality experience, including fresh, sustainable ingredients, at an affordable price, according to Restaurant Business.
Keep reading to see the 14 fast-food chains Americans love most.
14. Jamba Juice
Headquarters: Emeryville, California
US sales: $539 million
Number of US locations: 818
Financial performance rank: 72
Customer satisfaction rank: 14
Value rank: 5
Founded in 1990 in a California beach town, Jamba Juice was years ahead of today’s ubiquitous green smoothie and healthy living trends. Despite slow growth, the smoothie stop has remained a favorite for loyal customers over the years.
The chain’s menu has expanded to offer Greek yogurt energy bowls and plenty of new fruit and vegetable smoothies. But perhaps Jamba Juice’s most infamous item is the Wheatgrass shot — a liquefied chunk of grass cut right off the in-store grass garden that’s packed with vitamin K.
13. Schlotzsky’s
Headquarters: Atlanta, Georgia
US sales: $320 million
Number of US locations: 350
Financial performance rank: 55
Customer satisfaction rank: 13
Value rank: 43
The average customer order totals just over $11 at Schlotzsky’s, according to Technomic. That’s pricey for a sandwich shop, but the higher-quality offerings keep customers satisfied. Schlotzky’s serves up more than a dozen classic sandwiches, as well as oven-baked pastas, flatbreads, soups, salads, gourmet pizzas, and Cinnabon desserts.
After more than 40 years of operation, Schlotzsky’s has begun remodeling its locations to install electronic charging stations for phones and laptops, called “Juice Bars,”and plans to include them in all new locations.
12. Jason’s Deli
Headquarters: Beaumont, Texas
US sales: $654 million
Number of US restaurants: 262
Financial performance rank: 34
Customer satisfaction rank: 12
Value rank: 15
Nutrition is a priority at Jason’s Deli, which has eliminated artificial trans fat, most artificial MSG, and all artificial colors, dyes, and flavors from its food over the past 10 years. In addition, the chain serves fresh produce — delivered to its locations six days a week — as well as more than a dozen USDA-certified organic ingredients.
The family-owned chain has set up shop in 30 states in the South and Midwest over 40 years of operation.
11. McAlister’s Deli
Headquarters: Ridgeland, Mississippi
US sales: $548 million
Number of US restaurants: 361
Financial performance rank: 28
Customer satisfaction rank: 11
Value rank: 12
The Mississippi-based deli specializes in local and regional American favorites, from The New Yorker with its corned beef, pastrami, and Swiss on rye to the West Coast Bánh Mì, McAlister’s take on the Vietnamese classic, not to mention the chain’s famous sweet tea.
The bulk of McAlister’s restaurants are in the Southeastern US, but it’s looking for franchise partners in several cities in Wisconsin and Colorado to continue growing westward.
10. The Habit Burger Grill
Headquarters: Irvine, California
US sales: $251 million
Number of US restaurants: 142
Financial performance rank: 20
Customer satisfaction rank: 10
Value rank: 36
West Coast chain Habit Burger Grill saw a major surge in popularity last year, evidenced by a 43% growth in sales. The small regional chain was also named the best-tasting burger in America, according to a survey by Consumer Reports, beating out competitors like Shake Shack, In-N-Out, and Five Guys.
Habit Burger isn’t stopping there. The chain plans to continue expanding beyond the West Coast, with goals to open 2,000 restaurants, an ambitious leap from its 142.
9. Jersey Mike’s Subs
Headquarters: Manasquan, New Jersey
US sales: $675 million
Number of US restaurants: 1,046
Financial performance rank: 24
Customer satisfaction rank: 9
Value rank: 16
Jersey Mike’s Subs celebrated the opening of its 1,000th location last October and has already added nearly 50 more stores to its fleet. The fast-growing sandwich chain plans to continue its rapid expansion, aiming for 2,000 total locations by 2019.
Known for its handcrafted subs loaded with high-quality ingredients, Jersey Mike’s is a customer favorite, earning a top 10 customer-satisfaction rating from Technomic.
8. Fuddruckers
Headquarters: Houston, Texas
US sales: $253 million
Number of US locations: 173
Financial performance rank: 77
Customer satisfaction rank: 8
Value rank: 25
Since its inception, Fuddruckers has aimed to create the “World’s Greatest Hamburgers.” It prides itself on its never-frozen patties, baked-from-scratch buns, and DIY topping bar, ensuring customers get exactly what they want.
Despite slipping US sales — down 1.2% last year — Fuddruckers has accrued a host of loyal customers who flock to the chain for its juicy hamburgers and crisp sesame buns, earning the restaurant a top-notch customer satisfaction rating on Technomic.
7. Krispy Kreme
Headquarters: Winston-Salem, North Carolina
US sales: $708 million
Number of US restaurants: 294
Financial performance rank: 35
Customer satisfaction rank: 7
Value rank: 9
In 1937, Krispy Kreme founder Vernon Rudolph used a recipe given to him from a New Orleans chef so that he could make and sell doughnuts to local grocery stores. As the fresh-baked donut smell wafted into the streets, customers began requesting to purchase the delicacies directly, so Rudolph cut a hole in the wall to open his first retail location.
Krispy Kreme might be famous for its original glazed doughnut, but in May 2016 Krispy Kreme announced plans to start selling ‘edible coffee treats’ — bars that taste just like the chains coffee and doughnut flavors.
6. Raising Cane’s Chicken Fingers
Headquarters: Baton Rouge, Louisiana
US sales: $567 million
Number of US restaurants: 249
Financial performance rank: 6
Customer satisfaction rank: 6
Value rank: 34
Raising Cane’s Chicken Fingers focuses on only one menu item: first-rate chicken strips. But what truly keeps fans addicted is Cane’s signature tangy sauce, a secret blend that customers can’t get enough of.
The limited menu doesn’t translate to limited business, though: Sales were up 26% last year. The chain has expanded from its roots in Louisiana across the South and Midwest.
5. In-N-Out Burger
Headquarters: Irvine, California
US sales: $615 million
Number of US restaurants: 313
Financial performance rank: 40
Customer satisfaction rank: 5
Value rank: 1
California’s first drive-thru hamburger stand was opened in 1948. Nearly seven decades later, the menu remains simple, offering only five items. But loyal customers know that if they want to expand their options, they can order off the not-so-secret menu — it features items such as a protein style burger and grilled cheese.
In-N-Out can only be found on the West Coast, but there’s a good reason for that. Since the chain prides itself on serving top-notch ingredients free of additives or preservatives, all stores must be within 300 miles of the distribution facilities. Sorry, East Coasters.
4. Ben & Jerry’s
Headquarters: South Burlington, Vermont
US sales: $78 million
Number of US locations: 235
Financial performance rank: 89
Customer satisfaction rank: 4
Value rank: 1
After taking a $5 ice-cream-making course at Penn State, best friends Ben Cohen and Jerry Greenfield purchased an old gas station and turned it into a scoop shop. Ben & Jerry’s is now known for inventive ice-cream flavors like Cherry Garcia, Phish Food, and Americone Dream.
Almost 40 years in the business, the ice-cream veterans keep finding new ways to bring its most loved products to customers. In May 2016, the company announced it would start “flipping” three of its classic flavors. For instance, the flavor Half Baked has been changed to Totally Baked — instead of brownies in chocolate ice cream and cookie dough in vanilla, the ice-cream-and-baked-good combos will be swapped.
3. Papa Murphy’s Pizza
Headquarters: Vancouver, Washington
US sales: $880 million
Number of US locations: 1,496
Financial performance rank: 73
Customer satisfaction rank: 3
Value rank: 31
The pizza franchise started in 1995 after the merger of two pizzerias, Papa Aldo’s and Murphy’s Pizza. Its pies are “take and bake,” meaning they are made to order and cooked in the customer’s oven at home.
Customers can pick from the signature pies like Chicken Bacon Artichoke and Spicy Fennel Sausage, or they can create their own and choose the type of dough, sauce, and toppings. It may not sell as many pies as Domino’s or Pizza Hut, but the concept is a hit. Papa Murphy’s scores top marks for customer satisfaction and is the only pizza chain to make the top 25.
2. Chick-fil-A
Headquarters: Atlanta, Georgia
US sales: $6.29 billion
Number of US restaurants: 1,950
Financial performance rank: 2
Customer satisfaction rank: 2
Value rank: 4
Chick-fil-A claims the crown as America’s best fast-food chain as the only one to rank in the top five each for financial performance, customer satisfaction, and value.
This Southern favorite — which recently opened its first location in New York City — is the largest food chain on our list and eighth-largest in the US by sales. The fried-chicken chain has recently diversified its menu, adding a kale and broccolini salad, a premium coffee line, new sauces, and a barbecue-bacon sandwich in an effort to take on competitors.
In 2012, Chick-fil-A sparked public outcry over executives’ antigay-marriage stance, but last year some of its restaurants started supporting gay pride events. Nonetheless, many customers are drawn to Chick-fil-A for its Southern hospitality, where a “Thank you!” has been met with an enthusiastic “It’s my pleasure!” for nearly 70 years.
1. Firehouse Subs
Headquarters: Jacksonville, Florida
US sales: $649 million
Number of US restaurants: 943
Financial performance rank: 31
Customer satisfaction rank: 1
Value rank: 13
With plans to double its number of restaurants by 2020, Firehouse Subs is taking on Subway, its biggest competitor, with bold-flavor sandwiches piled high with quality meats and cheeses. In 2015, the chain grew sales by 17% to $110 million and added 93 locations. But quality didn’t suffer; Firehouse earned the No. 1 ranking for customer satisfaction of all the fast-food chains.
The Florida-based franchise was founded in 1994 by a pair of brothers and former firefighters who sought to bring the enthusiasm and appetite of the firehouse to their restaurants. The chain’s charitable arm has donated $18 million from sales and in-store donations to more than 1,300 organizations benefiting first responders.
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