This paper addresses a recurring situation in Rio de Janeiro s restaurants, one where slow business and strong competition between establishments lead to their closing. In this scenario, customer service has been gaining importance over the years, often being what makes a restaurant stand out in the midst of vast competition. This paper contains an analysis of items that influence a consumer s opinion of the restaurant, from the valet s service up to when the check is paid. Field research was carried out to understand how customer service impacted people s views of a restaurant. Furthermore, this data analysis will be significant for restaurant owners, who will have a better understanding of their client s priorities and will therefore be able to have a competitive advantage. It is worth noting that consumers are becoming afraid of low quality service, which often prevents them from having new gastronomic experiences. Finally, the results of this research will be analyzed in depth, but overall indicate that establishments need to give more importance to satisfying their customer s needs, which is the determinant factor of the business prosperity.