In order to meet the demands and needs of the coffee-cup consumer and offer a quality product, the Quality Function Deployment (QFD) deployment method was applied in the Black Mouth cafeteria of the city of Chachapoyas, with the objective Main to determine the level of customer satisfaction, for which 183 surveys were applied to consumers of the cafeteria during the year 2019, the needs and expectations (Customer Voice-VoC) of the customers were identified. The evaluation of customer satisfaction on the Likert scale was good and optimal with 25.1% and 52.7% respectively, at the same time each product was competitively evaluated (cappuccino coffee, American coffee and frappe). The product that presented the lowest performance was the Frappe. Then the quality characteristics of the latter were defined through the House of Quality (HOQ), in this way it was possible to visualize those characteristics in which future efforts should be concentrated for a better competitive positioning of the same in the cafeteria consumers.