The purpose of this work is to identify the factors or attributes that makes influences in the consumer s satisfaction and evaluate the company s performance according to the expectation of their customers. The informations from the customer s perspective were obtained through a pool among consumers satisfaction research, who goes often in each of this four franchising restaurants. Two of them are located in downtown Rio de Janeiro and the other two are inside two differents Shopping Centers. The results allow identifying attributes that makes more satisfaction in consumers and attributes that deserve more attention from the company.