Some things are measured from 0, some are measured from 100. Depending on Expectation.

When expectation is 100%, telling me 98% success rate isn't enough. An example where the argument happens on Reddit, Macrumours and even on HN. When Apple's butterfly keyboard have issues. Apple Supporter was quick to dismiss the issue and point out the double entry is such a small issue because it is working 99.9% of the time. What they don't realise keyboard before that was practically 100%. That 0.1% error rate is infinitely more than 0%.

Another example is Internet connection When you are used to perfect Internet connection, just a small beep in disconnecting turns to be major annoyance. There are plenty of these examples especially with DOCSIS Cable modem. The modem theoretically is working 99,95% of the time, hence cable companies won't fix it. But Disconnecting 10 to 30 seconds every day is annoying enough.

I am not sure if there is a word or terminology for it so this could be better explained to people.

On the other hand, there are plenty of things where 80% is good enough, or doing above and beyond at 96% by getting 80% out of the original remaining 20%.