ICT solutions have penetrated all areas of our daily lives. With the advent of Internet as well as broadband, wireless and mobile access, increasingly many applications rely upon communication capabilities, e.g. for data downloading or content streaming. Networks act as enablers for such applications. However, in case the enabler “network” does not work as expected, it turns into a disabler, hindering the application from working correctly: it hacks or hangs. In general, the user is neither informed about this explicitly, nor is (s)he told what to do. User reactions range from posing the question “What have I done wrong” via annoyance or ignorance to churn. It has becomes clear that customers wish clarity about (network) conditions affecting service performance. In the context of mobile services, the importance of taking care of user satisfaction with service provisioning as a whole has been realized. The corresponding Quality of Experience (QoE) concept covers end-to-end network Quality of Service (QoS) parameters, factors such as coverage or support, and subjective factors such as expectations of and experiences with the service. Quality feedback plays an important role for keeping QoS and QoE under control. The tutorial presents and discusses a couple of theses as well asrelated work and approaches to each of them: Thesis 1: Users do have – sometimes unconscious – expectations regarding ICT performance. Thesis 2: There is a need for more explicit feedback to make the user feel more confident. Thesis 3: The user needs to be relieved from decisions based on incomplete feedback. The tutorial concludes with a wish-list addressing low complexity, pro-active and reactive feedback; the Internet community; and, finally, researchers. (Tutorial T13 at HET-NETs'06, Ilkley, UK, Sept. 2006.)

Detta tutorial adresserar användarupplevt tjänstekvalitet, som är ett relativt nytt men viktigt område inom ICT, och lyfter fram kvalitetsåterkopplingsfrågor. Olika typer av kvalitetsåterkoppling klassificeras. Flera theser upprättas och relateras till forksningsaktiviteter, nya ansatser och resultat. Användarupplevt tjänstekvalitet, kvalitetsåterkoppling, självkonfiguration