• Satisfaction Surveys from the Costa Rican Social Security Fund make visible and improve users' perception of hospitalization and outpatient services. They have been successfully applied for five consecutive years, even in the face of the COVID-19 pandemic.

• The application of the surveys has increased the interest of health personnel in knowing the users' perception of the service. Now, the services of different units can be improved and compared based on quality dimensions, improvement plans focused on patients' priorities are developed, and satisfaction data from indigenous populations are made visible.

• With the support of senior management, communication and training, satisfaction surveys have taken an important place in the institution.

• The way forward includes the sustainability of the tool over time and its redesign, but, above all, the translation of its results into improvement plans that have a positive impact on user satisfaction with respect to the service provided.