One of the conditions that most influences the competitiveness among institutions of education is quality. As society increasingly demanding in terms of professional skills, it is necessary to measure and assess the quality of education and services provided to the academic and non academic community, through continuous improvement to achieve excellence.

Currently, the quality must be measured and seen as a competitive advantage. The use of a tool for self-evaluation of the quality, developed at EU level, the Common assessment Framework (CAF) that has had its origin on European Foundation for Quality Management (EFQM), came allow the measurement of quality of services provided to the clients, based on an internal guidance for quality in the organization and on the adoption of quality ratings as a routine in their work. This study presents the various aspects relating to the issue of quality and the Common Assessment Framework (CAF) and presents the main results obtained through a survey by questionnaire. These questionnaires were applied to the students, staff and internal managers from the Academic Services of the University of Évora with the aim of assessing the grade of satisfaction with the quality of the services provided, the performance of all interested parties and therefore the sustainability of this service in this institution of higher education.

The Academic Services of the University of Évora become as a pioneer on the application of this assessment tool on this institution.

As results obtained on this research there are some strengths, several weaknesses and suggestions for improvements that can benefit the service under study. This work served as a diagnosis and gives a tool that allows Academic Services of the University of Évora know themselves better and be able to move on the path of quality.

Keywords: Quality, Common Assessment Framework (CAF), Grade of Satisfaction, Quality Assessment.