This work aims to raise attributes, by a survey on client satisfaction of the Commercial area of Shell Brazil, which clients consider factors that influence the perception of satisfaction with the marketing activities that have been made after the implementation of CRM strategy, aimed at improving customer satisfaction on the relationship with Shell. To conduct this qualitative research, based on a field where customers responded to a questionnaire to understand the attributes that lead to customer satisfaction. Finally, an analysis was made of the results, conclusions and recommendations for the company in question.