Service quality management encompasses the various processes used to assess the quality of services as expected by clients. It also includes support and long-term monitoring of all services offered to clients to track quality development and measure the effectiveness of improvement efforts.

By measuring the gap between expectations and reality, companies are offered acceptable suggestions and ideas for targeted improvements, and gain additional benefits from knowing the target audience much better along the way. Moreover, it allows companies to identify and reduce sources of errors and complaints from customers.