Relationship Factors Very Important Somewhat Important Not at all Important Useful to Differentiate
Ability to get it right        
Quality (how do you know?)        
Access 24X7        
Responsiveness (describe)        
Service provider keeps me constantly informed of progress; no surprises        
Trust; how do you measure?        
Belief that my problem/need is understood; (what convinces you?)        
A demonstrated understanding of my industry        
A demonstrated understanding of  my company and its issues        
A personal relationship with service provider        
A primary point of contact for our relationship        
Deep experience of service provider personnel, (what do you need to see?)        
Credibility of service provider, (how do you know?)        
Reference/referral from others with similar problem        
Brand/name recognition of service provider        
Ability to obtain a reliable estimate prior to work commencing        
Clear understanding of value received for fees paid, (what helps you to understand this?)        
Fees        
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