Résumé: This paper presents an estimation method of the FAQ service by introducing the following measurements: 1 user’s disrepute for products which defined by four types of classifying questions (IMPOSSIBLE, SIDE EFFECT, INSUFFICIENT and UNCLEAR) and the degree for each type is defined 2 kindness for solutions replied which defined by four types of classifying answers (ACTION, CONFIRMATION, EXPLANATION, and NO PROBLEM) and the degree for each type is defined 3 comprehension for answers which defined by semantic expressions of questions and answers 4 sufficiency and quality for the whole FAQ service that introduced by the measurements 1, 2 and 3.

Langue: Anglais