This study was born in a social-political context characterized by deep in-progress changes and which interest the Health system. A new interpretation of the way of organizing hospital authorities is spreading, aiming at offering better assistance (both in quantity and in quality), thus satisfying patients more. The cooperation with a hospital authority in the north of Italy is connected with the growing development of issues concerning health Customer satisfaction. This cooperation consists of a number of researches aiming to measure and evaluate the hospitalization process and the procedure followed in the health performance. The final result of this contribution has been the planning of an algorithm created to highlight the weak points of the service, and consequently to carry out actions in order to improve and allocate the resources available in the best way.