Reliability: Reliability is one of the aspects of the firm's basic service platform. context, however, reliability refers to performance of all activities as promised by the supplier. If the supplier promises next-day delivery and delivery takes 2 days, it is perceived as unreliable. If the supplier accepts an order for 100 cases of a product, it implicitly promises that 100 cases will be delivered. The customer expects and is only satisfied with the supplier if all 100 are received. Customers judge reliability in terms of all aspects of the basic service platform. Thus, customers have expectations concerning damage, documentation accuracy, etc.