<span lang="en">This paper presents an overview of the research activities accomplished in the 'Telematics Engineering Group' (UPV/EHU) in the area of perceived QoS. We go over the achieved works until the current day and we present as well the scheduled research tasks regarding the measurement of QoS from an end user perspective. The proposed theoretical model is intended to analyse the performance experimented in every agent involved in the provision o f Internet services. Furthermore, we state several in-progress enhancements to the model and introduce an approach to empirically validate the model.</span>