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When a company provides a service, the quality of that service can be concretely assessed. This can be reflected in measurable aspects such as waiting times (at the checkout, counters, or on calls) or technical performance (such as processor power, call transmission or reception quality, etc.). It is important to note that the quality of the service offered is not always fully perceived or appreciated by the consumer. This is why a distinction is generally made between the quality of service provided and the perceived quality.

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