This research aims to study the impact of satisfaction surveys on customers, both in terms of immediate emotions and future behaviors. To do so, we analyze the comments of 6800 customers in the banking sector using NLP (Natural Language Processing). We show that surveys can be the source of a schematic triggering of emotions. We also show that comments containing negative emotions are associated with lower satisfaction and statements containing attrition vocabulary. We therefore invite practitioners to better consider the impact of surveys but also to provide responses to customers.