Not just quality, although it is a major factor. Overall customer experience counts as well, from purchasing to service. You can have a wonderful, quality product...but if you treat your customers like you’re doing them a favor by allowing them to buy your product...then the outcome is probably going to be negative. And they’ll be more likely to ding you in surveys because you treated them poorly. On the other hand, a product may have some flaws...but if they’re handled competently and with courtesy, then the response to the experience may be more favorable (although you can’t please everybody!). Quality is a difficult term, as is reliability. Sure, there are official definitions that we use, but customers/consumers may have their own ideas of what those terms mean to them.