Abstarct: Nowadays, one of the preconditions for the success of organizations and companies is the placement of the customer and the attempt to satisfy his satisfaction at the top of the organization and it can be said that the most important assets of most organizations are their customers. Customers are the source of valuable opportunities for opportunities to deal with organizational threats because of their direct relationship with the actions of an organization. Competition to improve service quality is seen as a strategic and key issue for service organizations such as hotels. Organizations that achieve a higher level of service quality will have higher levels of customer satisfaction as an introduction to achieving a sustainable competitive advantage. The purpose of the present research is to analyze the customers' voice through an incomplete information approach baxsed on the technique of PROAFTN. This research is descxriptive in terms of applied purpose. The data gathering tool was a questionnaire. A sample of 500 clients of Farahzad hotel in Mashhad is selected. A total of 388 customer were selected as the sample size of the statistical population. Data obtained from the questionnaire were analyzed by SPSS and Excel software. There are various ways to assess the quality of hotel services, one of the most reliable methods of using the SERVQUAL method. By calculating fuzzy priority relationships baxsed on incomplete approach, the SERVQUAL dimensional dimensions, including apparent effects and tangible factors, reliability, assurance, empathy, and accountability have been calculated. Using servoqual dimensions, customers' perceptions and expectations were analyzed by customer service quality and then using customer satisfaction technique of PROAFTN in terms of perception and expectation in 4 categories of loyal, satisfied, ordinary and dissatisfied customers.