Satisfaction is defined as the fulfillment of customer expectations and needs, leaving no room for complaints (Ferreira, Marques, Nunes & Figueira, 2021). It plays a role in achieving healthcare outcomes such as full health status recovery and the absence of readmission within a short period of time (Ferreira et, al., 2021).

The aim of this customer satisfaction tool is to understand how factors such as assurance, empathy, responsiveness, and reliability can affect the level of satisfaction in patients in our radiology department. The assessment of these factors can assist the department in improving patient satisfaction levels and identifying what could be wrong or right in the services we provide. A survey was chosen as the customer satisfaction tool because Ferreira et, al., (2021) indicates that surveys are the most recurrent employed method to assess and understand customer satisfaction and its determinants.