Most quality and cost models use defect density to represent software quality. Customer’s quality expectations are not typically based on size and complexity of the product they buy and their satisfaction can be influenced substantially by other product attributes that are not typically mapped to defects (eg Ease of installation and use, timely support, etc.). Consequently, new ways to measure customer view of quality are needed. In this paper, we provide analyses of customer service and survey data from eight products and discuss some key insights to lay the foundation for a better understanding of customer view of software quality. We believe that this approach1 can help us identify actions in software development and support that will address the concerns of our customers and improve their satisfaction with our products.