The necessity of knowing better the clients pass through all the sectors ov the industry, including retail. Bagaggio is a company that never received help from a consultant before. This work consists in a customer s satisfaction research, where attributes that influence the satisfaction before and during the purchase are analyzed, such as price, payment method, products, so that the owners of this familiar company could have initial information to plan a marketing strategy. The results show that at some aspects, the company meets the expectation of the client or exceeds it and at other aspects, it could do better.