PURPOSE: To verify the applicability of a questionnaire for the assessment of hearing health services, under the perspective of the users. METHODS: The questionnaire was inspired on the study conducted by the Hearing and Communication Group, and presents 18 questions focused on the following dimensions: access to the service, hearing evaluation, personal attendance, family benefits, communication and information, and professional competence. Each question of this instrument was presented in a graduation scale of five points. The casuistic comprised 53 patients (or caregiver), that were invited, by the reception professionals, to answer to the questionnaire. Data were calculated in percentage, and the score for each domain and the total score were established. Inferential statistic tests were applied, adopting a significant level of 5%, in order to verify the influences of demographic characteristics on the total score. RESULTS: The score for the access domain was 62.25%, for hearing evaluation was 85.96%, for personal attendance was 82.05%, for family benefits was 68.57%, for the domain communication and information was 79.13%, for professional competence was 97.39%, and the total score was 70.65%. It was verified that patients with lower schooling levels, lesser time attending the service, and those that had already received the hearing aid obtained higher total scores on the questionnaire. CONCLUSION: The questionnaire used in the present study proved to be easily applicable in hearing health services; however, its application on national level is necessary, so that standardization and reliability and validity can be established.