The subjectivity of quality: how to navigate the gray area

In today's digital landscape, quality is no longer just a technical measure—it’s a business imperative. Yet, defining quality isn’t as straightforward as it seems. While metrics and compliance provide structure, the true measure of quality lies in user satisfaction, business impact and strategic alignment. A system may meet all documented requirements but still fail to meet user expectations.

As I explained in my chat with Peter Szedlacek during a recent edition of the Tricentis Morning Show, the notion of quality is subjective and organizations face challenges in defining and measuring it effectively. At TTC Global, we help organizations bridge the gap between technical excellence and real-world business value—ensuring that quality efforts drive meaningful outcomes rather than just meeting predefined standards.

The value of quality

Many of us have learned it the hard way: customers expect seamless experiences. If the experience does not match their expectation, they go to the competition, whatever your business. Fifteen or twenty years ago, switching banks was a cumbersome process. Today, it takes minutes. A few hours of downtime or a frustrating user experience can prompt customers to leave for a competitor. The same applies across industries: businesses that fail to deliver high-quality digital experiences lose customers, revenue and reputation.

But what exactly is quality? Unlike technical performance metrics, quality is highly subjective. It varies between organizations, user groups and even individual users. A system that meets all documented requirements may still fail to satisfy end-users. Understanding these nuances is critical to ensuring that quality efforts drive meaningful business outcomes.

Quality: more than a checklist

Quality is often measured against predefined requirements. If a software application meets all the specifications outlined before development, one might assume it is of high quality. However, real-world experience tells a different story. Requirements may be incomplete, misinterpreted or even outdated by the time development is complete. Furthermore, they often fail to capture the real needs of end-users.

User satisfaction is the true benchmark of quality, and it requires a shift in mindset. It’s not just about testing against specifications; it’s about ensuring that the software delivers the intended value to the people who use it. This is where TTC Global steps in. We help organizations adopt a holistic approach to quality that goes beyond technical compliance and focuses on the user experience.

Judging quality: the role of metrics and interpretation

How do you determine whether your software meets the right quality standards? Metrics seem like the obvious answer—but they can be misleading if not interpreted correctly.

Organizations commonly track defect counts, production issues, user engagement levels and survey feedback. These are useful indicators, but they do not tell the full story. For instance, if a particular development team produces more defects than others, the immediate assumption might be that the team is underperforming. But is that really the case? There could be many underlying reasons: ambiguous requirements, inadequate communication between business and development teams, ineffective testing strategies or misaligned priorities.

At TTC Global, we don’t just provide numbers—we help our clients interpret them. We guide organizations in analyzing their data to uncover root causes rather than placing blame. The famous saying, “Lies, damned lies and statistics,” reminds us that data can be manipulated or misunderstood. Without the right expertise, organizations may draw the wrong conclusions, leading to ineffective fixes and wasted resources. Our goal is to ensure that quality metrics lead to meaningful improvements, not just reports.

The gray area of quality

Quality is not black and white. If you bring black and white together, you get a gray area—a space where subjective expectations and business realities intersect. Every organization must define what quality means to them based on their industry, customers, risk tolerance and business goals.

For some, quality means zero defects in production. For others, it means fast delivery and rapid iteration, even if minor defects are tolerated. Some industries, like healthcare and finance, prioritize security and compliance, while e-commerce platforms may focus more on user experience and speed. There is no universal standard—only the right approach for a given business context.

At TTC Global, we customize our services to fit each client’s unique needs. We assess their current quality maturity, define their desired quality state, and build a roadmap to bridge the gap. We help organizations strike the right balance between cost, risk and quality, ensuring that investments in quality provide tangible business value.

Why organizations need a trusted quality partner

Navigating the complexities of software quality requires more than just technical expertise—it demands a strategic approach. Companies need a trusted quality engineering partner that understands how to assess quality, identify root causes and drive meaningful improvements. At TTC Global, we bring that expertise.

Every company is different, and so is their approach to quality. What are your goals? What does success look like for you? What level of risk are you willing to accept? Quality is a business decision as much as a technical one. Organizations must weigh the costs of quality assurance against the potential risks of failure—whether financial, reputational or regulatory.

At TTC Global, we guide our clients through this process. We help them define and achieve their quality objectives, ensuring that their software delivers real value to users. Quality is not a fixed destination; it’s a continuous journey. With the right partner, organizations can confidently navigate the gray area of quality and achieve lasting success.

Interested in these views? Check out the full conversation during the Tricentis Morning Show.