The thesis focuses on the realization of a Voice of the Customer model for the company Enel Distribution Chile. The project stems from the need of the company to define a specific methodology that allows defining all the stages that must be developed from the capture of the perception of quality of the client, to the incorporation of this in a process of improvement of the services, ensuring the follow-up of all the projects involved. In the specific one, it aims to define a methodology for listening to the customer's voice to improve their experience.