Companies that fulfill a social function as the Family Compensation Funds do in the different regions of Colombia, face the challenge of remaining close to their customers, being responsive to their requests and proactive to their disagreements, however, they do not always adopt methodologies that integrate the implementation of the different tools used to fulfill this purpose. This article develops a reflection on the methodologies that measure the satisfaction perceived by COMFANORTE's customers as a key strategy for its positioning in the region. A mixed and descriptive approach was used in the collection of information, and techniques such as in-depth interviews and a survey were applied as an evaluation instrument inspired by the SERVPERF model. In the results, the previous methodology was adapted, proposing adjustments to the existing model, a strategic action that turned out to be viable and pertinent according to the characteristics and needs evidenced by the compensation fund.