- the planning: knowledgeable and relevant advice, good guidance for tricky aspects (eg appliances), making special requests happening, brilliant sketch that looks like the later installed kitchen - the communication: speedy, clear, honest, meeting deadlines - the delivery: within expected timeframe, well planned, on the day on-time and professional - the installation: efficient and according to specification, attention to detail, tidying up the workspace, pleasant atmosphere, good handover (eg explanations)