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Service Quality Metrics: Quality metrics are measurements of the value and performance of products, services and processes. The following are few examples.

Customer Satisfaction: In many cases, it is appropriate to measure the quality of a product or service by the quantifying customer opinions. The most common way to do this is simply to ask customers to rate their satisfaction. For example, there is no better way to measure the quality of a meal beyond asking the customer if it was good.

Ratings: Ratings of products and services such as those offered by reputation systems.

Failure Rate: The reliability of products as measured by the probability of a failure over a period of time. For example, a robot might have an annual failure rate of 0.1% indicating that 1 out of 1000 units fail in a year.

Mean Time Between Failures: The reliability of IT service is often measured as the mean time between failures. For example, a software service with a mean time between failures of 6 months is down twice a year on average.

Quality of Service: Quality of service is a telecom industry term for the quality of network services such as Internet connectivity measured using technical metrics such as error rates, bit rate, throughput, transmission delay and availability.

Quality Control: Quality control is the sampling or testing of manufactured units or delivered services. For example, a hotel might randomly sample rooms that have been cleaned to make sure that the room is in the expected condition. This can then be tracked as a quality metrics such as percentage of rooms that met the hotel's standards.

Defect Rate: The quality of processes or project work can be measured with a defect rate. For example, the number of defects per 1000 lines of code can be considered q quality metric.

SLA: Service-Level agreements have become more important as organizations move their systems, applications and data to the cloud. A cloud SLA ensures that cloud providers meet certain enterprise-level requirements and provide customers with a clearly defined set of deliverables.

The defined level of services should be specific and measurable in each area. This allows the quality of service to be benchmarked and, if stipulated by the agreement, rewarded or penalized accordingly.