Customer satisfaction surveys are a marketing approach designed to measure customer satisfaction with a product or service and to analyze the factors influencing that satisfaction. They are an essential tool for managing customer experience and preventing customer churn, although the relationship between satisfaction and loyalty is not direct. To ensure the reliability of the results, these surveys must adhere to strict protocols for data collection and question formulation, taking into account the frequent overrepresentation of extreme opinions. Open-ended questions help identify areas for improvement and positive aspects, thus facilitating the implementation of corrective actions.