The quality of service is defined as the capability of a product or a service to meet the needs of its beneficiaries (users, residents, elected representatives, road owners and operators, etc.). Their expectations may vary from one country to another depending on specific cultural and socio-economic contexts and it is the policy makers' responsibility to set quality objectives consistent with those contexts.

The paper differentiates between two main types of indicators. On the one hand, technical supply-related indicators that characterize the intrinsic quality of the road and the quality of ancillary services such as maintenance and operations. On the other hand, performance or use indicators that incorporate traffic and service demand.

This report shows that to improve communication, we must increasingly speak in terms of service and develop information in real time and that road policy makers must comply with their commitments.